Effective Date: March 01, 2025

1. Introduction and Acceptance of Terms

SOVA Systems ("SOVA," "we," "us," or "our") provides a lost and found management system and shipping services for luxury hotels in the United States. By using our services, submitting a shipping request, or completing a transaction through our platform, you ("Customer," "Guest," or "you") indicate your agreement to be bound by these Terms of Use ("Terms") and have entered into a legally binding agreement with SOVA Systems.

These Terms govern your use of SOVA Systems' lost and found services, including item retrieval, shipping coordination, and payment processing. You must accept these Terms before completing any shipping transaction.

2. Service Description

SOVA Systems operates as a technology platform that:

• Enables hotel guests to submit inquiries regarding lost items
• Facilitates hotels' management of found items in secured storage areas
• Coordinates shipping services through third-party carriers (USPS, FedEx, UPS) via Shippo
• Processes payments for shipping services through Stripe.com
• Provides tracking and communication services related to lost item recovery
• Offers optional third-party insurance coverage through Shippo's insurance partners

SOVA Systems acts solely as an intermediary between hotel guests, partner hotels, shipping carriers, and third-party service providers. We do not handle, store, or transport physical items directly.

3. Definitions

• "Carrier" refers to USPS, FedEx, UPS, or other shipping companies selected by the Customer
• "Customer" or "Guest" refers to the hotel guest requesting shipping services
• "Item" refers to any lost property being shipped through our service
• "Partner Hotel" refers to hotels utilizing SOVA Systems' lost and found platform
• "Service" refers to SOVA Systems' lost and found management and shipping coordination platform
• "Shipment" refers to one or more Items being shipped under a single shipping transaction
• "Third-Party Services" refers to services provided by Shippo, Stripe, carriers, and other service providers

4. Shipping Services and Third-Party Providers

4.1 Third-Party Service Integration

SOVA Systems utilizes Shippo (Popout, Inc. d/b/a Shippo) as our shipping platform provider for:

• Carrier rate calculations and comparisons
• Shipping label generation and printing
• Third-party insurance options
• Shipment tracking services

By using our services, you acknowledge that your shipping transactions are also subject to Shippo's Terms of Use, available at their website. You agree to comply with both SOVA's Terms and Shippo's Terms of Use.

4.2 Carrier Selection and Services

Customers may select from available carriers (USPS, FedEx, UPS) and service levels during the checkout process. Each carrier operates under its own terms and conditions, which govern the actual transportation and delivery of Items.

4.3 Transfer of Responsibility

IMPORTANT: Once an Item is packaged by the Partner Hotel and transferred to the selected carrier, SOVA Systems' responsibility ends, and the carrier assumes full responsibility for the Item's transportation, handling, and delivery. SOVA Systems is not liable for any loss, damage, delay, or failure in delivery that occurs after the carrier takes possession of the Item.

4.4 Shipping Claims and Carrier Issues

Any claims related to:

• Lost or damaged Items during shipping
• Delivery delays or failures
• Shipping service issues
• Carrier handling problems

MUST be addressed directly with the respective carrier. SOVA Systems cannot and will not process claims against carriers on behalf of Customers. Each carrier maintains its own claims process and customer service procedures. If you purchased insurance through our third-party insurance provider via Shippo, insurance claims must be processed according to the insurance provider's terms and procedures.

4.5 Expedited Shipping and Time Guarantees

Timing Dependencies

Expedited shipping services (including next-day delivery) depend on:

• Timely packaging by the Partner Hotel
• Item availability for carrier pickup within carrier deadlines
• Carrier pickup schedules and cutoff times
• Geographic location and carrier service availability

Daily Cutoff Times

Orders placed late in the day may not qualify for next-day service due to carrier pickup schedules and hotel processing times. Actual delivery timeframes depend on when the Partner Hotel can prepare the Item for pickup and carrier availability.

Guarantee Claims Process

If you select expedited shipping and your Item does not arrive within the selected timeframe:

1. You MUST contact SOVA Systems immediately at lost@sovasystems.com
2. Include your order number, tracking information, and delivery details
3. Contact must be made within 48 hours of the missed delivery commitment
4. We will investigate whether a carrier guarantee claim is appropriate
5. Failure to contact us within this timeframe may result in the inability to process any claim against the shipping carrier

SOVA Systems reserves the right to determine, in its sole discretion, whether circumstances warrant filing a carrier guarantee claim.

5. Payment Processing and Financial Terms

5.1 Payment Processing

All payments are processed through Stripe.com, a third-party payment processor. SOVA Systems does not store, retain, or have access to your credit card information. By completing a transaction, you agree to Stripe's terms of service and privacy policy.

5.2 Shipping Rate Calculation

Shipping rates are calculated through Shippo's platform using:

• Carrier published rates and any negotiated rates
• Item weight and dimensions as provided by the Partner Hotel
• Origin and destination addresses
• Selected service level and delivery options

5.3 Charges and Fees

Shipping charges are determined by:

• Selected carrier and service level
• Item weight and dimensions as measured by the Partner Hotel
• Destination address
• Any applicable taxes, surcharges, or carrier adjustments
• Optional insurance premiums (if selected)

Carriers may assess additional charges for various reasons including but not limited to inaccurate package information, address corrections, or delivery area surcharges. You are responsible for all carrier-assessed charges.

5.4 Insurance Coverage

5.4 Insurance Coverage

Optional shipping insurance is provided through third-party insurance providers via Shippo's platform. If you elect to purchase insurance:

• You agree to the insurance provider's terms and conditions
• Claims must be filed directly with the insurance provider according to their procedures
• SOVA Systems is not responsible for insurance claim processing or outcomes
• Insurance coverage limits and exclusions are determined by the insurance provider

5.5 Final Charges and Refunds

All charges are final upon transaction completion unless a valid claim results in a refund from the carrier or insurance provider. Refund requests must comply with the applicable carrier's or insurance provider's refund policies.

5.6 Currency and Exchange Rates

Charges are processed in U.S. Dollars. Any foreign exchange fees imposed by your financial institution are your sole responsibility.

6. Customer Responsibilities

6.1 Accurate Information

You must provide:

• Complete and accurate shipping addresses
• Valid contact information
• Proper identification of lost Items
• Timely response to hotel and carrier communications

6.2 Address Requirements

• Post Office Box addresses are not accepted
• International shipping may have additional restrictions
• Incomplete addresses may result in delivery failures or return to sender

6.3 Prohibited Items and Shipping Restrictions

SOVA Systems does not permit the transportation of any illegal items or substances. You are solely responsible for ensuring that any Item being shipped complies with all applicable laws and carrier restrictions.

Prohibited Items Include But Are Not Limited To:

• Any illegal substances or contraband
• Alcohol (regardless of local legality)
• Firearms, weapons, ammunition, or explosive materials
• Hazardous materials or dangerous goods
• Cash, currency, or negotiable instruments
• Biological substances, specimens, or human remains
• Perishable goods requiring temperature control
• Items exceeding carrier size or weight limits
• Pornographic or obscene materials
• Items prohibited by destination country laws (for international shipments)
• Any items prohibited by USPS, FedEx, UPS, or applicable carrier policies

Customer Responsibility: You acknowledge and agree that it is your sole responsibility to:

• Ensure compliance with all carrier shipping restrictions and prohibited item lists
• Verify that Items are legal to ship from origin to destination
• Understand and comply with all applicable federal, state, local, and international laws
• Review and comply with carrier-specific policies for restricted items
• Obtain any required permits or documentation for specialized items

Carrier Policy Compliance: Each carrier (USPS, FedEx, UPS) maintains detailed lists of prohibited and restricted items. You must review and comply with the specific policies of your selected carrier. These policies are incorporated by reference and may be updated by carriers without notice.

Violation Consequences: Violation of these restrictions may result in:

• Shipment refusal or confiscation by carriers
• Legal action by authorities
• Account suspension or termination
• Forfeiture of shipping fees
• Additional penalties or fines imposed by carriers or authorities
• SOVA Systems reporting violations to appropriate authorities as required by law

7. Limitations of Liability

7.1 SOVA Systems' Limited Role

SOVA Systems acts solely as a technology platform facilitating communication between hotel guests, Partner Hotels, and shipping carriers. We do not:

• Handle, possess, or control physical Items
• Guarantee Item recovery or successful delivery
• Warrant the condition or authenticity of Items
• Control carrier performance or delivery timeframes

7.2 Liability Limitations

SOVA Systems shall not be liable for:

• Loss, damage, or delay of Items during shipping
• Carrier service failures or delivery issues
• Hotel packaging or handling of Items
• Inability to locate or recover lost Items
• Shipment refusal, confiscation, or penalties due to prohibited items
• Legal consequences arising from shipping restricted or illegal items
• Carrier policy violations or non-compliance with shipping restrictions
• Any special, indirect, incidental, consequential, or punitive damages
• Loss of profits, revenue, or business opportunities

7.3 Maximum Liability

In no event shall SOVA Systems' total liability exceed the amount paid by the Customer for shipping services related to the specific transaction in question.

8. Third-Party Services and Integration

8.1 Shippo Integration

SOVA Systems integrates with Shippo to provide shipping services. Your use of shipping functionality through our platform is subject to:

• Shippo's Terms of Use (available at their website)
• Individual carrier terms and conditions
• Third-party insurance provider terms (if insurance is purchased)

8.2 Third-Party Responsibilities

You acknowledge that:

• Shippo provides the shipping platform infrastructure and carrier integrations
• Individual carriers (USPS, FedEx, UPS) provide transportation services
• Insurance providers offer coverage options through Shippo's platform
• SOVA Systems is not responsible for the performance or failures of these third-party services

8.3 Third-Party Terms Compliance

You agree to comply with all applicable third-party terms and conditions. Any violation of third-party terms may result in service restrictions or account termination.

9. Service Interruptions and Force Majeure

SOVA Systems shall not be liable for service interruptions due to:

• Carrier strikes, labor disputes, or service suspensions
• Severe weather or natural disasters
• Government actions or regulatory changes
• Technical failures or system maintenance (including Shippo platform issues)
• Partner Hotel operational issues
• Third-party service provider outages or failures
• Other circumstances beyond our reasonable control

10. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of personal information is governed by our Privacy Policy, available at: https://support.sovasystems.com/portal/en/kb/articles/privacy-policy

This Privacy Policy is incorporated by reference into these Terms and forms part of your agreement with SOVA Systems. We comply with applicable privacy laws, including GDPR requirements where applicable.

When using our services, your information may also be processed by our third-party service providers (Shippo, Stripe, carriers, insurance providers) according to their respective privacy policies.

11. Intellectual Property

SOVA Systems, our logos, trademarks, and service marks are the property of SOVA Systems. You may not use our intellectual property without express written permission.

12. Dispute Resolution

11.1 Governing Law

These Terms are governed by the laws of [Insert State], United States, without regard to conflict of law principles.

11.2 Dispute Process

Before initiating any legal action, you agree to contact us at lost@sovasystems.com to attempt resolution of any disputes.

12.3 Third-Party Disputes

Disputes related to shipping, delivery, carrier services, insurance claims, or payment processing must be resolved directly with the applicable third-party provider (carrier, Shippo, Stripe, or insurance provider).

13. Modifications to Terms

SOVA Systems reserves the right to modify these Terms at any time. Changes will be effective immediately upon posting. Your continued use of our services after any changes constitutes acceptance of the modified Terms.

14. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

15. Contact Information

For questions about these Terms or our services:

Email: lost@sovasystems.com
Support Portal: https://support.sovasystems.com

16. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and SOVA Systems regarding our services and supersede all prior agreements and understandings.

By completing a shipping transaction, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use.

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