TERMS AND CONDITIONS OF SALE

UTOPIA Service — Hotel-to-Airport Baggage Transfer

Version 2 – in force as of 30/06/2026

Provider identification

The UTOPIA service (hereinafter “UTOPIA” or “the Provider”) is operated by UTOPIA MANAGEMENT, a French société à responsabilité limitée (SARL), whose registered office is located at 10 rue de l’Hôtel de Ville, 92200 Neuilly-sur-Seine, France, registered with the Nanterre Trade and Companies Register under number 989 321 351, represented by its legal representative.

Customer service contact: operations@utopiamanagement.fr – +33 6 68 23 93 72.

Article 1 – Purpose and scope

1.1. These Terms and Conditions of Sale (the “Terms”) set out the rights and obligations of UTOPIA and of any natural person acting for purposes outside their business activity (the “Customer”) in connection with the booking and performance of the service of collection, custody, transport and delivery of baggage between a partner hotel and a designated delivery point within an airport.

1.2. UTOPIA is neither an airline nor a ground-handling operator. UTOPIA does not check baggage in with air carriers, plays no part in any boarding, security or customs formality, and carries no passengers.

1.3. These Terms apply to any booking made through the interface accessible via the QR code provided in partner establishments or through any other link communicated by UTOPIA, to the exclusion of any other conditions.

Article 2 – Definitions

– “Baggage”: any item of baggage handed over by the Customer to UTOPIA, identified by a unique registration number and a numbered Seal.

– “Partner establishment”: the hotel that has entered into a partnership agreement with UTOPIA MANAGEMENT and within which the Baggage is deposited and then held in storage.

– “Application”: the digital interface made available to the Customer and to the Partner establishment for the registration, validation and tracking of Baggage.

– “Seal”: a numbered, tamper-evident closure device provided by UTOPIA and fitted by the Customer to the Baggage.

– “Deposit deadline”: the time after which the Baggage may no longer be deposited for the relevant booking, communicated to the Customer at the time of booking.

– “Delivery point”: the precise location, within the airport, where the Baggage is returned to the Customer, indicated in the booking confirmation.

– “Delivery window”: the time slot during which the Customer may collect their Baggage at the Delivery point.

Article 3 – Formation of the contract and acceptance of the Terms

3.1. Booking is carried out online through the following steps: entry of the Customer’s and flight information, description of the Baggage, review of the total price, express acceptance of these Terms by ticking a box, and payment.

3.2. The contract is formed when the Customer receives the booking confirmation sent electronically and bearing a booking number. This confirmation summarises the essential features of the service, the price, the Deposit deadline, the Delivery window and the Delivery point.

3.3. Ticking the acceptance box constitutes full and unreserved acceptance of these Terms, a copy of which is provided to the Customer on a durable medium together with the booking confirmation.

Article 4 – Eligibility conditions and Customer representations

4.1. The Customer represents that they are of full age, have the legal capacity to contract, and are the owner of the Baggage or duly authorised by its owner to entrust it to UTOPIA.

4.2. The Customer undertakes to provide accurate information, in particular as to their identity, contact details, flight number, departure time and relevant terminal. The Customer shall inform UTOPIA without delay, through the means indicated in their confirmation, of any change to their flight.

4.3. UTOPIA shall not be held liable for the consequences of inaccurate, incomplete or late information provided by the Customer. The Customer shall indemnify UTOPIA against any third-party claim arising therefrom.

Article 5 – Scope of the service

5.1. The service includes: the supply of a numbered Seal, the registration of the Baggage, its custody from the validation of its receipt, its transport to [airport name], and its delivery to the Customer at the Delivery point during the Delivery window.

5.2. The service does not include: check-in of the Baggage with the airline, transport of the Customer, storage beyond the periods provided for herein, or any insurance of the contents.

5.3. The service is offered only from Partner establishments and only to the airports listed on the booking interface on the date of the order.

Article 6 – Accepted Baggage

6.1. Baggage is accepted where it cumulatively meets the following requirements: dimensions not exceeding 83 x 55 x 35 cm, weight not exceeding 32 kg, full closure by a zip or any device allowing a Seal to be effectively fitted, and no pre-existing damage compromising the integrity of the contents.

6.2. The following are refused, save with UTOPIA’s prior express agreement: unsealable soft bags, oversized baggage, unpackaged items, and special baggage (musical instruments, sports equipment, strollers, car seats, artworks and fragile items), which may be subject to specific handling on request and at a separate price.

Article 7 – Prohibited contents

7.1. The Customer shall not place in their Baggage, in particular:

– cash, means of payment, cheques, securities and transferable instruments, precious metals and precious stones;

– jewellery, watches, works of art, collectors’ items or items of sentimental value;

– computers, telephones, tablets, cameras and any electronic equipment;

– identity and travel documents (passport, residence permit, visa, boarding pass), keys, original or irreplaceable documents;

– essential medicines, medical devices and products requiring specific storage conditions;

– perishable goods, live animals, plants;

– weapons, ammunition, explosives, gases, flammable liquids, aerosols, lithium batteries not installed in a device and, more generally, any dangerous goods within the meaning of applicable regulations;

– narcotics and any item whose possession, movement or export is unlawful or subject to authorisation.

7.2. The Customer remains solely responsible for the contents of their Baggage. The presence of a prohibited item excludes any compensation in respect of it and renders the Customer liable for any damage thereby caused to UTOPIA, its staff or third parties.

7.3. The Customer is expressly advised to keep on their person their travel documents, electronic devices, valuables and medicines.

Article 8 – Price, payment and invoicing

8.1. Prices are stated in euros, inclusive of all taxes, with value added tax at the rate in force on the date of the order. The base price is €25 incl. VAT for up to two (2) Baggage items. Each additional Baggage item is charged at €12 incl. VAT. Supplements may apply for oversized or special baggage, as well as for the declaration of value provided for in Article 18.

8.2. The total price, all charges included, is brought to the Customer’s attention before final validation of the order.

8.3. Payment is made in full at the time of booking, by bank card, through the secure payment solution [provider]. UTOPIA retains no bank-card data. No sum is collected by the Partner establishment.

8.4. The booking becomes final only once the price has been effectively collected. An invoice is made available to the Customer electronically.

Article 9 – Right of withdrawal

In accordance with Article L. 221-28, 12° of the French Consumer Code, the right of withdrawal cannot be exercised for services relating to the carriage of goods that must be provided on a specific date or during a specific period. The Customer, informed of this exclusion before validating their order, therefore has no right of withdrawal. The cancellation conditions set out in Article 10 remain applicable to the Customer.

Article 10 – Modification and cancellation

10.1 By the Customer

Any cancellation or modification request is made through the Application or by e-mail to operations@utopiamanagement.fr. The refund conditions are as follows:

10.2 By UTOPIA

UTOPIA may cancel a booking where performance is impossible, in particular in the event of force majeure, non-compliant Baggage, suspected prohibited contents, erroneous information or closure of the Partner establishment. The Customer is informed without delay, the price is refunded in full within [14] days and the Baggage is held at the Customer’s disposal at the Partner establishment. No further compensation is due, save for fault on UTOPIA’s part.

Article 11 – Deposit and registration procedure

11.1. Deposit is carried out through the following steps:

1. collection of the numbered Seal from the reception of the Partner establishment;

2. fitting of the Seal by the Customer themselves, in accordance with the instructions in the Application; the staff of the Partner establishment may provide assistance at the Customer’s request, without such assistance transferring responsibility for fitting to the establishment or to UTOPIA;

3. entry of the Seal number and taking of a photograph of the sealed Baggage in the Application;

4. physical deposit of the Baggage at the Partner establishment before the Deposit deadline;

5. electronic validation of receipt of the Baggage into storage by the staff of the Partner establishment in the Application.

11.2. The Baggage is deemed taken into custody from the electronic validation referred to in point 5 above, which constitutes the starting point of UTOPIA’s liability within the meaning of Article 17. In the absence of such validation, no Baggage is deemed entrusted to UTOPIA.

11.3. The Customer is responsible for the effective closure of their Baggage and for the correct fitting of the Seal.

Article 12 – Traceability and evidential agreement

12.1. Each change of custody of the Baggage gives rise to a time-stamped record including the identity of the operator, the date, the time, the location, the Seal number, the Baggage identifier and, where applicable, a photograph.

12.2. The Parties agree, in accordance with Articles 1366 and 1368 of the French Civil Code, that these records, together with e-mails, confirmations and electronic validations, constitute admissible evidence and are binding between them until proof to the contrary. These elements are retained under the conditions set out in Article 26.

Article 13 – Custody during storage and transport

13.1. Between its deposit and its collection by UTOPIA, the Baggage is kept in a locked room of the Partner establishment. UTOPIA remains, vis-à-vis the Customer, the sole point of contact and the sole party liable for this period, without prejudice to the recourse it holds against the Partner establishment.

13.2. Transport is carried out by UTOPIA or by any provider of its choosing, in suitable vehicles. UTOPIA reserves the right to group several items of Baggage on the same round and to determine freely its routes and collection times.

Article 14 – Delivery of the Baggage

14.1. The Baggage is delivered to the Customer at the Delivery point, during the Delivery window, upon presentation of a valid identity document and of the collection code shown in the booking confirmation.

14.2. The Customer may designate in the Application a third party authorised to collect the Baggage on their behalf. Delivery to that third party, after verification of their identity and of the collection code, discharges UTOPIA of its obligations, under the Customer’s responsibility.

14.3. It is for the Customer to verify, at the time of delivery, the integrity of the Seal and the apparent condition of the Baggage. Any reservation must be made immediately in the Application or on the delivery slip. Delivery is recorded by an electronic validation or a signature.

14.4. In the event of delay or cancellation of the Customer’s flight, the Customer shall inform UTOPIA without delay. A new Delivery window may be agreed, where applicable subject to the storage charges provided for in Article 15.

Article 15 – Uncollected Baggage

15.1. If the Customer does not present themselves during the Delivery window, UTOPIA attempts to reach them at the contact details provided at the time of booking and keeps the Baggage in a safe place.

15.2. Beyond [24] hours, custody of the Baggage gives rise to charges of €50 incl. VAT per day commenced. The Baggage may be collected by appointment at 10 rue de l’Hôtel de Ville, 92200 Neuilly-sur-Seine, or forwarded at the Customer’s expense. No refund of the service is due.

15.3. After a period of [45] days and following formal notice sent to the Customer that has remained without effect, the Baggage will be dealt with in accordance with the regulations applicable to unclaimed property.

Article 16 – Inspection and right of refusal

16.1. UTOPIA and the Partner establishment may refuse to take charge of any Baggage showing: an absent, broken or non-compliant Seal; a leak, an abnormal smell or noise; apparent damage; non-compliant weight or dimensions; a suspicious character or evidence of prohibited contents; or where the identity of the depositor cannot be verified.

16.2. UTOPIA does not open the Baggage entrusted to it, save on requisition by the competent authorities or in case of overriding necessity relating to the safety of persons and property. The Customer is then informed as soon as possible.

16.3. In the event of refusal at the time of deposit, the Baggage remains at the Customer’s disposal and the booking is refunded under the conditions of Article 10.2, except where the refusal is due to a failing on the Customer’s part.

Article 17 – UTOPIA’s liability

17.1. UTOPIA’s liability runs from the electronic validation of receipt of the Baggage provided for in Article 11.1, point 5, and ends upon effective delivery of the Baggage to the Customer or their agent.

17.2. During this period, UTOPIA is liable for loss and damage occurring, subject to the exclusions set out in Article 19 and within the limits of Article 18.

17.3. UTOPIA is not liable for any indirect or immaterial loss, such as a missed flight, loss of profit, loss of opportunity, accommodation or re-routing costs, save in the case of gross negligence or wilful misconduct on its part.

17.4. None of the limitations provided for herein applies in the case of gross negligence or wilful misconduct by UTOPIA, or in the case of personal injury.

Article 18 – Limitation of compensation and declaration of value

18.1. Compensation is capped at the actual and substantiated value of the Baggage and its contents, up to a limit of five hundred (500) euros incl. VAT per item of Baggage.

18.2. The value of the contents is established by any means: invoices, receipts, bank statements, dated photographs, expert assessments. In the absence of supporting evidence, compensation is calculated on the basis of the replacement value of an equivalent item, less depreciation.

18.3. The Customer is informed that their home insurance, travel insurance or the guarantees attached to their bank card may cover items excluded from or exceeding the present limits.

Article 19 – Exclusions

No compensation is due for damage resulting from:

– the inherent defect of the Baggage, its normal wear or its intrinsic fragility;

– defective closure or insufficient packaging or conditioning;

– scratches, scuffs, superficial marks, as well as damage affecting wheels, handles, straps, padlocks and protruding or removable parts;

– the presence of a prohibited item within the meaning of Article 7;

– inaccurate or late information provided by the Customer;

– an event of force majeure within the meaning of Article 23;

– the act of a third party unconnected with the performance of the contract;

– the intervention of customs, police or security authorities, including the opening, retention or destruction of the Baggage;

– the delay, diversion or cancellation of the Customer’s flight.

Article 20 – Delay in delivery

Where delivery does not take place during the Delivery window for a cause attributable to UTOPIA, the Customer obtains a full refund of the price of the service together with reimbursement, against supporting documents, of the reasonable essential expenses they have incurred, up to a limit of one hundred (100) euros incl. VAT per booking. These amounts are not cumulative with the compensation provided for in Article 18 where the delay results from loss of the Baggage.

Article 21 – Insurance

UTOPIA declares that it has taken out a professional civil liability insurance policy covering in particular damage caused to property entrusted to it in the course of its activity. A valid certificate is provided on simple request. This insurance does not replace the Customer’s own insurance.

Article 22 – Claims

22.1. Any reservation regarding the apparent condition of the Baggage or the integrity of the Seal must be made at the very moment of delivery, in the Application or on the slip.

22.2. The Customer is advised to report any apparent damage within twenty-four (24) hours and any other claim within seven (7) days of delivery, to operations@utopiamanagement.fr. Beyond these periods, the claim remains admissible, the burden of proving the damage and its attributability to UTOPIA then falling on the Customer. These periods do not deprive the Customer of any rights they hold under the law.

22.3. The claim includes the booking number, a description of the damage, photographs and evidence of value. UTOPIA acknowledges receipt within [5] business days, responds within [15] days and makes payment within [30] days of the parties’ agreement on the amount.

Article 23 – Force majeure

Neither party may be held liable for a failure resulting from an event of force majeure within the meaning of Article 1218 of the French Civil Code, such as in particular: natural disaster, exceptional weather conditions, fire, epidemic, war, act of terrorism or security alert, general strike or blocking of airport access, decision of a public authority, or general failure of communication networks. Obligations are suspended for the duration of the event; if it continues beyond [48] hours, either party may terminate the contract, the price being then refunded.

Article 24 – Subcontracting

UTOPIA may entrust all or part of the performance of the service to providers of its choosing. It remains, in any event, solely responsible for the proper performance of the contract vis-à-vis the Customer.

Article 25 – Intellectual property

The UTOPIA trademark, the Application, and the associated content, visuals and databases remain the exclusive property of UTOPIA MANAGEMENT. No reproduction or use is authorised without its prior written consent.

Article 26 – Personal data

26.1. The data controller is UTOPIA MANAGEMENT, 10 rue de l’Hôtel de Ville, 92200 Neuilly-sur-Seine, contact: operations@utopiamanagement.fr.

26.2. The data processed are: the Customer’s identity and contact details, flight information, description and photographs of the Baggage, Seal number, traceability data (time-stamping, location of operations, identity of operators), invoicing data, and exchanges with customer service.

26.3. The purposes and legal bases are: performance of the contract (booking, custody, delivery, invoicing); UTOPIA’s legitimate interest (security of operations, evidence, handling of claims and disputes); compliance with legal obligations (accounting and tax); and consent, for commercial communications only.

26.4. The recipients are UTOPIA’s authorised staff, the Partner establishment for the sole data necessary for the deposit and its validation, transport, IT-hosting and payment providers, as well as the authorities and insurers where the law or a claim so requires.

26.5. The data are retained for the duration of the service, then: [13] months for traceability data and photographs, [5] years for contractual data, [10] years for accounting records. No transfer is made outside the European Union [or: transfers are governed by the European Commission’s standard contractual clauses].

26.6. The Customer has the rights of access, rectification, erasure, restriction, objection and portability, as well as the right to give directives concerning the fate of their data after their death. These rights are exercised at operations@utopiamanagement.fr. The Customer may lodge a complaint with the French Data Protection Authority (CNIL), 3 place de Fontenoy, 75007 Paris.

Article 27 – Mediation and dispute resolution

27.1. Any claim must first be addressed to UTOPIA’s customer service at operations@utopiamanagement.fr.

27.2. Failing an amicable settlement, the dispute may be brought before the competent courts under the ordinary rules of law. The Customer may in particular bring the matter before the court of the place of their domicile or of the place of performance of the service.

Article 28 – Amendment of the Terms

UTOPIA reserves the right to amend these Terms at any time. The version applicable to a booking is the one in force and accepted by the Customer on the date of that booking; it is transmitted to them on a durable medium with their confirmation.

Article 29 – Miscellaneous

The nullity or unenforceability of any provision hereof does not affect the validity of the others. UTOPIA’s failure to rely on a breach does not constitute a waiver. These Terms, the booking confirmation and the pre-contractual information constitute the entire agreement of the parties. In the event of translation, only the French version is binding.

Article 30 – Governing law

These Terms are governed by French law, without prejudice to any more protective mandatory provisions the Customer would benefit from under the law of their country of habitual residence.