Terms and Conditions
- Introduction
The following introduction forms an integral part of the Terms and Conditions of the service offered under the GoHandsFree name.
These Terms and Conditions (“Terms of Service”) set forth the rules under which GoHandsFree (hereinafter “GoHandsFree”) provides access to the website (www.goGoHandsFree.travel) and any GoHandsFree mobile application that allows users to access the services offered.
Please read these Terms of Service carefully before accepting them.
Using the services offered by GoHandsFree automatically implies acceptance of these Terms of Service, which govern their use and must be explicitly accepted in advance.
GoHandsFree reserves the right to update and modify these Terms of Service from time to time by modifying the provisions on this page. If you do not accept the new terms of service, you will not be able to use them from their effective date, unless you agree otherwise in the future.
The use of personal data provided for the use of the service is governed by GoHandsFree’s privacy policy.
- General Information
2.1. GoHandsFree is a service offered by the German company ADS-All Digital Strategy, with headquarters at Eichborndamm 167, Gb. 55 – 13403, Berlin.
2.2. GoHandsFree is the owner of the registered trademark GoHandsFree, its website, and the application for using the service.
2.3. Any unauthorized use of the distinctive trademarks, logo, algorithm, and related intellectual property by GoHandsFree will be prosecuted to the fullest extent of the law.
2.4. GoHandsFree services may include important communications from GoHandsFree, such as, but not limited to, service announcements and administrative messages. These communications are considered an integral part of the GoHandsFree Services, and the user may not opt out of receiving them.
2.5. GoHandsFree may unilaterally post commercial communications and advertisements without prior authorization from users.
- Description of Services
3.1. GoHandsFree offers the so-called “luggage handling (transport) service for third parties during the stay,” meaning it handles the user’s luggage during the first and/or last day of stay in the city where the service is active, collecting the luggage directly from the location chosen by the customer and returning it to designated luggage storage areas located near the airports covered by the service.
3.2. By booking the service online, the customer can select the date and location (airport, hotel, or any other listed collection locations) for baggage collection by GoHandsFree employees and/or partners, as well as the number and type of luggage.
Once all steps have been completed, after checking pickup availability, accepting these Terms of Service and the Privacy Policy, and authorizing payment, a booking receipt and a unique booking ID (sent with the confirmation email) will be generated, which will be used to complete all transactions related to the requested service.
3.4. Pickup will be the customer’s responsibility at the selected GoHandsFree drop-off point, located near the airport where the customer will/will go after baggage pickup from the selected hotel.
- Object of Storage
4.1. The object of transportation and storage is baggage and/or any package that the customer intends to use for the GoHandsFree service, for which there are no transportation restrictions and in compliance with the provisions regarding the permitted contents, as set forth in the following sections of this Terms and Conditions of Use.
4.2. The customer assumes all responsibility for the suitability for transportation and compliance with legal requirements of the items entrusted to GoHandsFree for the service.
- User Status
5.1. By booking the GoHandsFree service online, the user expressly declares:
To be of legal age.
To have the legal capacity to act and be able to enter into legally binding contracts.
To have read, understood, and accepted the terms and conditions of this agreement, as well as to have read, understood, and accepted the terms and conditions relating to the privacy policy and the processing of personal data, available at www.goGoHandsFree.travel/privacy-policy
- Booking
6.1. The customer indicates the date on which they wish to use the service, as well as their flight number and departure time.
6.2. The customer indicates the drop-off location, whether at the airport or at a partner hotel.
6.3. For partner hotels, the customer must select the hotel from the drop-down menu.
6.4. To proceed with booking the service, it is necessary to enter the information regarding the number of bags to be entrusted to GoHandsFree.
- Payment Methods and Fees
7.1. Once the service booking procedures have been completed, in order to
complete the purchase, it will be necessary to select one of the available payment methods (for example, but not limited to, payments can be made by credit card or a security deposit upon collection). If paying by credit card, the customer must enter the card details (if not already entered) and indicate whether an invoice is required by email. If requesting an invoice, the customer must email support@goGoHandsFree.travel with all the necessary information for correct invoicing.
7.2. For the booking to be confirmed, it is mandatory to wait and verify the correct payment.
- Baggage Drop-Off Method – Partner Hotel
8.1. Once the entire booking process has been successfully completed and the confirmation email has been received, the customer must leave their bags at the reception/concierge by check-out time, presenting the confirmation email received from GoHandsFree. They must also indicate that a GoHandsFree representative will collect their bags upon presentation of the booking confirmation.
- Baggage Drop-Off Method – Non-Partner Hotel User (Affiliated Business)
9.1. Once the entire booking process has been successfully completed and the confirmation email has been received, the customer must leave their bags at the reception of the partner hotel (upon check-out) or at the luggage storage communicated via email.
- Collection
10.1. Baggage collection takes place at the location specifically indicated in the confirmation email.
10.2. Once the baggage arrives at the location, collection can be completed at any time, before the collection point closes.
10.3. The customer must communicate their arrival at the collection point at least 5 minutes before their actual arrival by contacting customer support at the phone number provided in the booking confirmation email or via web chat.
10.4. The customer must arrive at the pick-up location at least 3 hours before the scheduled departure time to ensure adequate processing and processing time. Pick-up, however, should be as quickly as possible and within an estimated 10 minutes, barring unforeseen circumstances beyond GoHandsFree’s control.
10.5. GoHandsFree is never liable for lost flights or trains, goodwill, earnings, market profits, reputation, customers, use, opportunities, or any indirect or accidental damage or loss.
10.6. To complete the pick-up procedure, the customer, after showing the serial number(s) of their baggage, confirms the return of the baggage(ies) by leaving the serial number(s) with GoHandsFree staff.
10.7. Collecting the baggage releases the facility from any liability regarding its condition and suitability.
- Baggage Conformity and Condition
11.1. These photographic scans will also be useful for identifying any damage resulting from transportation and transfer upon collection. They will be retained for 15 days, the time required for the customer to initiate the damage claim procedure.
- Transport and Storage Contract at GoHandsFree Depots
12.1. For anything not expressly provided for in these Service Terms and Conditions, storage at GoHandsFree Service depots is subject to the provisions of Italian law, specifically the regulations regarding the transport and storage contract for goods. This applies exclusively.
12.2. The transport contract applies from the moment the entrusted baggage is transferred from the place of storage until it reaches the storage location at the GoHandsFree partner depots.
12.3. The transport contract is finalized upon the customer’s return of the baggage to the collection agent and subsequent application of the security seal.
12.4. The storage contract enters into force upon the baggage’s arrival at the GoHandsFree partner depot and is considered active until it is returned to the end customer.
12.5. The storage agreement ends when the baggage is returned to the customer, who confirms receipt and certifies collection.
- Baggage Contents and Warranties: Prohibited Items
13.1. The customer guarantees that the contents of the baggage entrusted to the GoHandsFree service comply with the provisions of the following Terms of Service. Specifically, GoHandsFree is not
responsible for the storage of baggage containing goods for which the service is not permitted.
13.2. GoHandsFree is never permitted for baggage containing:
Firearms, bombs, armaments, ammunition, and their parts.
Explosives, fireworks, and other incendiary or flammable items.
Military items.
Live plants and/or animals, including insects and pets.
Human cadavers, organs or body parts, human or animal embryos, cremated or exhumed human remains.
Animal carcasses, dead or stuffed animals.
Perishable foodstuffs and food and beverages requiring refrigeration or other environmental control.
Pornographic and/or obscene material.
Money, including but not limited to cash and cash equivalents such as negotiable securities, revolving securities, bonds, and funds transfer notes, collectible coins and stamps.
Gold, jewelry, gems, diamonds, watches, and precious or particularly valuable goods in general.
Hazardous waste.
Flammable liquids.
Drugs, narcotics, and psychotropic substances, including those for recreational or medical use.
Tobacco and tobacco products.
Fine art objects, antiques, fabrics, and carpets.
Fragile objects, such as glass, bottles, etc.
13.3. GoHandsFree is never responsible for damage resulting from the transportation of such prohibited goods and reserves the right to take legal action for damages that may arise from failure to comply with the provisions regarding the contents of prohibited baggage.
13.4. GoHandsFree is never responsible for and cannot process claims for damages resulting from loss, theft, or damage, or any other claim regarding items contained in baggage for which the service is not permitted.
13.5. The customer guarantees that the baggage and its contents are his or her property, and that their possession is not the result of theft, misappropriation, or violent removal. GoHandsFree is exempt from any civil and/or criminal liability arising from false declarations regarding ownership and availability of the baggage.
- Right to Inspect
14.1. In the event of reasonable suspicion that baggage may contain unauthorized goods, GoHandsFree reserves the right to inspect the contents, at the sole discretion of the operator.
14.2. In the event of an inspection, the seal may be removed unless the customer has been informed of the inspection and the application of a new seal.
14.3. All inspection procedures will be video-recorded to ensure the contents of the baggage, from the moment the seal is opened until the new seal is replaced.
14.4. Video recordings of the inspection will be viewed by the customer upon baggage collection, if expressly requested, and will be retained for the number of days necessary for any complaint. In the event of a complaint, these recordings will be used until the complaint is fully resolved.
14.5. In any case, checks by law enforcement are permitted, without the possibility of any intervention by GoHandsFree, which is expressly exempt from any problems and/or damages and/or consequences that may arise.
- Customer Obligations
15.1. The customer agrees to:
Not provide false information or personal details.
Use the service only for their own baggage and its contents, and possession of which has not resulted from theft and/or misappropriation or violent seizure.
Strictly comply with the terms of this Terms of Service.
Appropriately package the contents of the baggage to protect them from the ordinary risks of transportation and storage.
Do not rely on GoHandsFree if the baggage suffers minimal damage/wear (e.g., minor scratches) related to the ordinary risks of the transportation and storage service.
Ensure that the contents of the baggage do not damage other baggage transported and stored by GoHandsFree.
Comply with the provisions regarding permitted baggage as set out in point 14.
Respect the scheduled delivery and collection times.
- Hands-free Obligations
16.1. Obligation of Safekeeping. GoHandsFree undertakes to adequately safeguard the baggage throughout the various phases of the service, declaring itself responsible by law for the entire duration of the contract, acting with diligence and care until the baggage is returned.
16.2. Obligation of Transport. GoHandsFree provides for the transport of the baggage from the place of delivery to the place of collection. GoHandsFree undertakes to properly transport the baggage throughout the various phases of the service, declaring itself responsible by law for the entire duration of the contract, acting with diligence and care until the baggage is returned.
16.3. Obligation of Return. GoHandsFree undertakes, barring unforeseeable circumstances or force majeure, to return the baggage entrusted to it upon the customer’s simple request, provided this is communicated within a reasonable timeframe and in any case in accordance with the established collection time.
16.4. Obligations of the custodian and transport. Vivavoce un
undertakes not to use the stored and transported goods.
- Storage due to failure to collect
17.1. If the baggage entrusted to the customer is not collected on the chosen day, GoHandsFree will mark it as “in stock.”
17.2. Once the baggage is placed in storage, the delivery time is not guaranteed, with express derogation from the provisions of Section 11 – Collection, which the customer accepts.
17.3. Upon closure of the storage facility where the customer requested collection, GoHandsFree will be authorized to charge the additional daily storage fee plus a penalty.
17.4. The maximum permitted storage period is 7 days.
17.5. After 7 days, the baggage will be transferred to a different storage facility and collection will only be possible by prior appointment with GoHandsFree (to be scheduled by sending an email to support@goGoHandsFree.travel) to arrange the collection date and time.
17.6. After 7 days, billing will no longer be daily, but weekly, with payment due at the beginning of the first day of the new week, including the storage fees indicated in the previous points.
17.7. If the customer fails to pay the surcharges due to the storage period, GoHandsFree will not be able to return the checked baggage and will continue to charge the storage fees.
17.8. If the customer has not collected the baggage within one month, GoHandsFree is authorized to dispose of the baggage and its contents, without the customer being able to recover the baggage and/or make any claims regarding the baggage and its contents.
- Liability for damages caused by customers and/or users
18.1. If a customer or site user causes damage to GoHandsFree and/or other customers resulting from their conduct, or from their baggage and/or contents, GoHandsFree will exercise the right to take action against them for compensation for any direct or indirect damages.
- Liability for Damages Arising from the Service
19.1. GoHandsFree assumes no liability for damage to persons, animals, and/or property resulting from the use of the service.
19.2. “Damage” is expressly defined as any obvious alteration to the baggage that completely impairs its usefulness and/or functionality (for example, damage to a wheel that makes the baggage impossible to pull, etc.), or any damage directly attributable to clumsy or careless handling of the baggage.
19.3. In the event of damage and/or alterations to baggage properly delivered to GoHandsFree (correct delivery expressly means that the baggage and its contents comply with the Terms and Conditions of Use indicated therein), if the supplier is directly responsible, the supplier will be liable in proportion to the damage caused, and the damage may be compensated, within the timeframes and in the manner indicated below.
- Opening Complaints and Damages
20.1. If the customer cannot find their baggage, they may report it to GoHandsFree Support, specifically indicating the problem encountered.
20.2. Following the report, a complaint procedure will be opened, assigning a ticket number to which the complaint can be referred.
20.3. GoHandsFree’s complaint service representatives will verify all information provided and, if they discover that the baggage is missing, will contact the customer to initiate the compensation process.
20.4. If the evidence supporting the claim is insufficient to demonstrate the existence and responsibility of the complained-of lost person, and the correct supporting documentation is not provided, the case will be deemed irrevocably closed.
- Right of Withdrawal
21.1. Customers who no longer wish to use the service once booked may cancel the service free of charge until 12:00 PM on the day before the scheduled return date by contacting GoHandsFree Customer Service.
21.2. Customers may also exercise their right of withdrawal up to 12 hours before the scheduled return date, but will be charged the full cost of the agreed-upon and accepted service.
- Assistance
22.1. For any issues relating to the service, customers must contact GoHandsFree Customer Service at the appropriate email address (support@goGoHandsFree.travel).
- Early Pickup or Drop-off
23.1. The customer has the right to request urgent and/or early pick-up and/or return, compared to the agreed-upon and scheduled time, by paying an emergency surcharge equal to double the cost of the service already paid, and no earlier than 1:30 PM.
23.2. To request early pick-up, the customer must contact GoHandsFree Customer Service at the appropriate email address (support@goGoHandsFree.travel) and agree on a pick-up location and time. The surcharge will be charged to the customer.
- Access to the Website
24.1. GoHandsFree undertakes to provide access to the website
around the clock.
24.2. GoHandsFree is not responsible for unforeseen circumstances and/or changes and updates that temporarily impede access to the website or the app/web app, making them unavailable.
24.3. Access to the website may be temporarily and/or permanently suspended and/or interrupted at any time, even without notice.
24.4. GoHandsFree does not guarantee the transmission of data and information over the Internet. Although GoHandsFree uses all legal measures to protect the information entered, it is not responsible for and cannot guarantee the security of transmitted data.
24.5. Data transmission is always at the user’s own risk.
24.6. GoHandsFree reserves the right to add, modify, and/or remove features or suspend and/or completely discontinue the service, either temporarily or permanently.
24.7. In the event of permanent discontinuation, GoHandsFree will promptly take steps to fulfill any commitments made to the user.
24.8. In the event that the user violates these Terms and Conditions of Use, GoHandsFree reserves the right to suspend or terminate the user’s account immediately and without notice.
24.9. GoHandsFree also reserves the sole right to terminate, at any time and without notice, access to the site or the app/web app, in whole or in part to certain features, or to the accounts of users who have been found to have payment irregularities, non-payments, attempted damage, repeated and continuous attempts to place unfulfilled orders, cyber attacks, or any other activity, explicit or implicit, that may cause direct or indirect damage to GoHandsFree, its members, components, collaborators, drivers, affiliates, or other users, or to property and/or persons.
- Indemnity
25.1. You agree to hold GoHandsFree (and any subsidiaries or affiliates, its representatives, directors, agents, licensees, partners, and employees) harmless from any obligation or liability, including any legal fees incurred in defending itself in court, arising from damages caused to other users or third parties in connection with a violation of the law or these Terms of Service.
- Disclaimer
26.1. GoHandsFree shall not be liable under any circumstances for unforeseeable and unavoidable events, due to fortuitous events, force majeure, or negligence, even gross negligence, in transportation and/or storage.
26.2. GoHandsFree will never be liable for any loss of flights or trains, goodwill, revenue, profit, market, reputation, customers, use, opportunity, or otherwise for any indirect, incidental, special, or consequential damages or losses, including, without limitation, breach of contract, negligence, fraud, or breach of contract.
26.3. GoHandsFree will never be liable for failure to fulfil its obligations due to unforeseeable and avoidable circumstances, such as (but not limited to): acts of God, including earthquakes, cyclones, storms, floods, fires, disease, fog, snow, or frost; force majeure events, including (but not limited to) war, accidents, terrorist acts, strikes, embargoes, local disputes, or civil riots; national or local disruptions in land transport networks and mechanical problems with modes of transport or machinery; latent or inherent defects in the contents of the shipment; Crimes committed against third parties, such as theft, robbery, and arson; acts or omissions attributable to the user or third parties; acts or omissions attributable to a public official; shipment contents consisting of items that are prohibited goods under the law or this Agreement, even if GoHandsFree accepted the transportation and/or storage in error.
- License to Use
27.1. Use of the website, the web app, and the app materials for commercial purposes is expressly prohibited without the express written permission of GoHandsFree.
27.2. The website and the related app/web app may not be used, and no portion thereof may be reproduced or stored on any other website or included in any public or private electronic data retrieval system or service, without the prior written consent of GoHandsFree.
27.3. Any rights not expressly granted on this website and app/web app are reserved.
27.4. Users, however, cannot:
Copy, archive, modify, change, prepare derivative works, or alter in any way any content or service provided by GoHandsFree.
Use any robot, spider, site search/find application, or other automatic device, process, or means to access, retrieve, extract, or index any portion of GoHandsFree or its content.
Rent, burn, or sub-burn GoHandsFree.
Defame, abuse, harass, engage in threatening practices, threaten, or otherwise violate the rights (such as rights of privacy and publicity) of others.
Distribute or publish any unlawful, obscene, infringing, defamatory, or inappropriate content.
- Communications
28.1. All communications relating to GoHandsFree must be sent using the contact information provided.
28.2. You agree that communication with GoHandsFree will primarily be electronic.
28.3. You may be contacted via notifications, email, or SMS, or provided information by posting notices on the Site. For contractual purposes, you consent to such electronic means of communication and acknowledge that all agreements, notices, information, and other communications provided electronically by GoHandsFree comply with any legal requirement that such communications be in writing.
- Copyright
29.1. All GoHandsFree trademarks, whether figurative or nominal, and all other marks, trade names,
service marks, word marks, trade names, illustrations, images, and logos appearing in connection with GoHandsFree are and remain the exclusive property of GoHandsFree or its licensors and are protected by applicable trademark laws and related international treaties.
29.2. The GoHandsFree services, including any necessary software used in connection therewith, contain proprietary and confidential information, protected by applicable intellectual and/or industrial property laws and other laws.
29.3. The content included in advertisements or information presented to you through GoHandsFree services may be protected by copyright, trademarks, service marks, patents, or other intellectual and/or industrial property rights.
29.4. Except as expressly permitted by applicable law or unless expressly authorized by GoHandsFree or its licensor (such as an advertiser), you agree not to use, distribute, reproduce, adapt, publish, translate, create derivative works from, rent, publicly display, perform, or publicly display GoHandsFree services and your content or software.
- Privacy and Cookies
30.1. For information about the use of personal data and cookies, users should refer to GoHandsFree’s Privacy Policy available at www.goGoHandsFree.travel/privacy-policy.
30.2. In any case, data processing will be based on the principles of fairness, lawfulness, and transparency, and in particular:
The data will be processed by GoHandsFree in accordance with applicable legislation exclusively for the purposes related to the execution of this contract.
The data will not be disclosed or transferred to third parties, but will only be communicated to GoHandsFree for the sole purpose of sending non-commercial informational materials, whether in paper or electronic format. This data may be disclosed only upon request by the authorized legal authority.
The data controller is Mattias Cellini of GoHandsFree.
Each party represents and warrants that the procedures and activities performed under this agreement will comply with applicable data protection legislation and the implementation of relevant security measures, releasing the other party from any liability in this regard.
- Changes to these Terms and Conditions
31.1. GoHandsFree reserves the right to make changes to these Terms of Service at any time, notifying the user by posting the changes within GoHandsFree.
31.2. Changes to these Terms will apply to individual users ratione temporis; any subsequent events, legal relationships concluded before the entry into force of the new Terms of Service, will be governed in their entirety by the previous version, which is always available upon request.
31.3. Users are advised to print a copy of the Terms of Service for future reference.
31.4. If you continue to use GoHandsFree after the changes are posted, you will be deemed to have accepted the new Terms without reservation.
- Invalidity
32.1. If any provision of these Terms of Service is invalid, loses its validity, or becomes unenforceable, you will be required to continue to comply with all other provisions hereof. In such event, we will replace this provision with a valid and enforceable provision that most closely matches the effect of the replaced provision, which you agree to accept in accordance with the content and purpose of these Terms.
- Applicable Law and Jurisdiction
33.1. This Agreement is governed by Italian law.
33.2. The parties expressly agree that the Court of Rome shall have exclusive jurisdiction in the event of a dispute.