Shipping Terms & Authorization

LAST UPDATED: May 7, 2026

Please read these terms before completing your payment. By clicking the green payment button (for example, USPS — Pay $12.34), you agree to these terms and authorize the charge shown.

1. Who is involved

Three parties are involved in shipping your item:

• The hotel is holding your item, will package it, and will hand it to the carrier. Your relationship for the physical handling of your item is with the hotel.
• The carrier (such as USPS, UPS, FedEx, or DHL) will transport and deliver your item. Your relationship for transit and delivery is with the carrier.
• SOVA Systems LLC (“SOVA”) provides the software the hotel uses to create the shipping label and process your payment. SOVA does not handle, transport, or take physical custody of your item at any time.

2. What you are authorizing

By completing payment, you authorize each of the following:

• The charge. You authorize the total amount shown on the green payment button to be charged to the payment card you provide. This amount includes the carrier’s shipping fee and any optional shipping insurance you selected.
• The shipment. You authorize the hotel to package the item identified in this shipment request and to ship it using the carrier and service level you selected.
• The recipient. You authorize shipment to the recipient name and delivery address you provided. You are responsible for the accuracy of that information.
• Ownership. You confirm that you are the owner of the item or are otherwise authorized to direct its shipment.

3. Identifying your item

Where the hotel has provided a photograph of the item, please review the photograph carefully before completing payment. If a photograph is not provided, you may contact the hotel before paying to request a photograph or a description of the item to confirm it is yours. The hotel will verify the item against your authorization before shipping.

4. What you represent about the contents

You know what you left behind better than anyone else. By completing payment, you represent that, to the best of your knowledge, the item does not contain any of the following:

• Lithium batteries that are not properly declared. Most modern electronics contain lithium batteries — phones, laptops, tablets, headphones, smartwatches, e-cigarettes and vapes, electric toothbrushes, and similar devices. If your item is or contains an electronic device, please make sure the hotel knows so they can ship it correctly. Loose or damaged batteries cannot be shipped.
• Alcohol of any kind. Wine, beer, and spirits cannot be shipped through this service.
• Cannabis or CBD products, including marijuana, THC products, edibles, vapes, and CBD oils or gummies, regardless of state law.
• Prescription medications that are controlled substances, including opioid pain medications, ADHD stimulants such as Adderall or Ritalin, anti-anxiety medications such as Xanax or Valium, sleep medications, and testosterone. Other prescription medications (for example, insulin, antibiotics, blood pressure medications) may be shipped only in their original pharmacy packaging.
• Aerosols and pressurized containers, such as hairspray, deodorant sprays, sunscreen sprays, perfume sprays, and similar items.
• Cash, gift cards, payment cards, or other money-equivalent items.
• Firearms, ammunition, fireworks, or weapons of any kind.
• Perishable food, plants, live animals, or biological materials.
• Anything illegal under federal, state, or local law, or anything the carrier prohibits.

If you are not sure whether an item can be shipped, please contact the hotel before completing payment. Shipping a prohibited item can result in seizure of the package, fines, denial of insurance coverage, and in some cases criminal liability.

5. Optional shipping insurance

You may have the option to add shipping insurance through a third-party insurer (currently XCover, made available through Shippo). If you select insurance, the insurance contract is between you and the insurer, on the insurer’s terms.

If you do not select insurance, the carrier’s standard liability limits apply, which are typically $100 or less. SOVA is not an insurer and does not make coverage decisions or handle claims.

6. Custody and risk of loss

The hotel has custody of your item until the carrier physically picks it up. Once the carrier accepts the package, responsibility for transit and delivery shifts to the carrier, and any loss or damage in transit is handled through the carrier’s claims process or, if you purchased insurance, through your insurance provider.

7. Delivery estimates

Any delivery dates or transit times shown are estimates provided by the carrier. They are not guarantees. Delays may occur due to carrier operations, weather, customs (for international shipments), or other factors outside SOVA’s and the hotel’s control. Tracking information is provided by the carrier and reflects the carrier’s scans and updates.

8. International shipments

If you are shipping internationally, you are responsible for any customs duties, taxes, and brokerage fees imposed by the destination country. The carrier may collect these from you or the recipient at delivery. International shipments are subject to the import laws and restrictions of the destination country, which may differ from those in the country of origin.

9. Refunds and disputes

Once a shipping label is created, the shipping fee charged by the carrier is generally not refundable, because the carrier has been paid to provide the service. If you purchased optional insurance, the insurance premium may be refundable before the package ships, on the insurer’s terms.

If your package is lost or damaged in transit, please file a claim with the carrier (or, if you purchased insurance, with the insurer) using their claims process. SOVA can provide reasonable assistance in submitting a claim but does not adjudicate claims and is not financially responsible for the outcome.

If you believe a charge was made in error, please contact the hotel first to attempt to resolve the issue before initiating a chargeback with your card issuer.

10. Privacy

Your payment information is processed by Stripe and is not stored by SOVA. The personal information you provide to complete this shipment (such as your name and delivery address) is handled in accordance with the SOVA Services Privacy Policy.

11. Limitation of liability

To the maximum extent permitted by law, SOVA is not liable for any loss, damage, delay, or non-delivery of your item, or for the acts or omissions of any carrier, insurer, or hotel. SOVA’s total liability for any claim relating to this shipment will not exceed the amount you paid for this shipment.

12. Governing law and contact

These terms are governed by the laws of the State of California, without regard to its conflict-of-laws principles. Nothing in these terms limits any rights you may have under the consumer protection laws of your state or country of residence that cannot be waived by agreement.

Questions about these terms or about a shipment can be directed to:

SOVA Systems LLC
PO Box 600063
San Diego, CA 92160
Email: legal@sovasystems.com
Phone: +1 844-961-3690

For physical handling of your item, please contact the hotel directly. For transit and delivery questions, please contact the carrier.

13. Acceptance

By clicking the green payment button (for example, USPS — Pay $12.34), you confirm that you have read and agree to these terms and authorize the charge shown.