Luggage Transfer and Storage Terms

1. Acceptance of Terms

By requesting or ordering any luggage delivery, courier, or storage services ("Services") from our website or application, you agree to be bound by these Terms and Conditions. Please review them carefully prior to completing a booking.

2. Prohibited Items

You acknowledge and warrant that your luggage or baggage ("Bag") does not contain any of the following restricted or illegal items:

1. Firearms, ammunition, weaponry, explosive materials, or parts thereof.
2. Recreational drugs, narcotics, or illicit substances.
3. Gift cards, lottery tickets, cash, negotiable instruments, or transferable securities.
4. Official identity documents, passports, bank cards, or visa documentation.
5. Stolen goods or property held unlawfully.
6. Unprotected fragile, glass, or easily perishable items.
7. Goods subject to cross-border import/export restrictions without authorization.
8. Bonded or custom-restricted goods.

3. Loss or Damage

3.1. Company Liability

Rouve is not liable for any loss or damage arising out of or in connection with the delivery, except to the extent that such loss or damage directly arises from a fraudulent, unlawful, or negligent act or omission of Rouve, or partial/total non-performance not attributable to you.

4. Limitation of Liability

4.1. Maximum Default Liability Cap

Subject to Clauses 4.2 and 4.3 below, our total aggregate liability to you for any lost, stolen, or physically damaged Bag (or its contents) arising out of or in connection with our Services—whether in contract, delict (including ordinary negligence), or statutory duty—shall be strictly limited to the lesser of:

• (a) The actual proven market value of the Bag and its contents at the time of loss (taking into account reasonable wear, tear, and depreciation); or
• (b) ZAR 1,500.00 per Bag, subject to an overall aggregate limit of ZAR 3,000.00 per Booking.

4.2. Consequential Loss Exclusion

We shall not be liable for any indirect, consequential, or special damages occurring as a side effect of the primary loss or damage, including but not limited to:

• Loss of income or revenue;
• Loss of business, contracts, or commercial opportunities;
• Loss of anticipated savings or profits;
• Loss of data or wasted administrative/management time, howsoever arising and whether caused by delict (including negligence), breach of contract, or otherwise.

4.2. Fairness Acknowledgment

The Passenger/Customer acknowledges that the limitations of liability set forth herein are fair, reasonable, and commercially proportionate, having been explicitly factored into the pricing structure of the Services.

4.3. High-Value & Excluded Items Liability Waiver

We do not inspect the internal contents of sealed Bags. If you pack High-Value Items (including cash, passports, travel documents, jewelry, precious metals, watches, laptops, camera gear, or unbacked electronics) in your Bag:

• You do so strictly at your own risk.
• Our maximum liability for any loss or damage to such items remains subject to the aggregate caps set out in Clauses 4.1 and 4.2.

5. Customer Warranties & Security Requirements

You represent and warrant that:

• You hold full legal authority to deal with and transfer the Bag and its contents;
• The Bag contains no Prohibited Items as defined in these Terms;
• You possess full legal capacity to enter into binding contracts and are at least 18 years of age;
• All luggage is securely packed, locked, and physically sealed prior to handover.

Operational Recommendation — Serialized Cable Seals: Tamper-evident, serialized cable seals are applied at collection in the presence of the customer and cut by the customer upon delivery. The unique serial number recorded in-app serves as evidentiary proof of secure chain of custody.

6. Insurance & Claims Procedure

6.1. Primary Responsibility

Insurance for the full value of Bag contents remains the customer's responsibility. We do not independently insure Bag contents absent a Declared Value Upgrade, as we do not inspect or verify internal contents.

6.2. Force Majeure

We are not liable for any failure or delay in performance resulting from circumstances beyond our reasonable control (including severe weather, airport authority directives, or road blockades).

6.3. Notification Timelines & Documentation

• Damage / Missing Items Claims: Written notice containing detail of the nature and monetary value of the claim must be lodged within seven (7) days of delivery. Supporting proof of loss must be submitted within a further fourteen (14) days.
• Lost / Delayed Bag Claims: Written notice must be lodged within twenty-one (21) days of the scheduled delivery date. Supporting documentation must be provided within a further fourteen (14) days.

7. Our Right to Cancel

We reserve the right to cancel any Booking immediately if:

• The specified Collection or Delivery Address cannot be validated through our address verification systems and an alternative address is not provided following written notification via email/SMS; or
• Transporting the item poses a safety risk to staff/drivers, or violates applicable laws, statutory regulations, or airport/airline security protocols.

8. Risk and Title

Title to items remains with the customer at all times. Items transported or stored under the Services remain at your risk, subject only to the limited coverage caps expressly stipulated herein.

9. General Terms

9.1. Entire Agreement

These Terms constitute the complete agreement between the parties. Neither party relies on external statements or representations not expressly incorporated herein.

9.2. Amendments & Variations

No variation or modification of these Terms shall be binding unless executed in writing by an authorized representative.

9.3. Severability

Should any provision be deemed unlawful or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

9.4. Intellectual Property & Personal Use

This platform and website are strictly for personal, non-commercial use. All software design, branding, and content are protected by copyright law.

9.5. Age Restriction

Services are restricted to individuals aged 18 and older.