Terms of Service

Independent private service

Istanbul Lost Property is an independent private pickup and delivery assistance service operated by Ana Kurye. It is not an official lost property office and is not affiliated with airports, airlines, hotels, municipalities, DHL, FedEx, UPS or PTT.

No guarantee of release, recovery or delivery

Service depends on the property holder releasing the item, accurate customer information, authorization where required, courier availability, carrier acceptance, customs rules and destination restrictions. No recovery, release, delivery date or international shipment is guaranteed before review.

Quotes, pricing and payment

Pricing depends on pickup location, urgency, item type, size, weight, value, destination, packaging, carrier, customs and operational requirements. Payment timing and method are confirmed before the paid service begins. Additional costs may apply if the case changes or extra work is required.

Cancellation and refunds

If a request is cancelled before paid work begins, no service fee is due unless otherwise agreed. After courier dispatch, collection attempt, packaging, carrier booking or administrative work begins, full or partial fees may be non-refundable depending on work already performed and third-party charges.

Storage and uncollected items

If an item is collected but delivery cannot proceed because of missing information, unpaid fees, carrier refusal or customer delay, storage or return handling costs may apply. Long-term storage is not guaranteed.

Customs, duties and international shipping

International shipment depends on item contents, destination rules, customs, carrier acceptance and documentation. Customs duties, taxes, inspections, delays, returns or seizures are outside Ana Kurye's control and may be the customer's responsibility.

Restricted and sensitive items

Cash, bank cards, IDs, passports, food, plants, medicine, perfume, cosmetics, batteries, dangerous goods and high-value or regulated goods may be restricted. We do not promise that sensitive documents or restricted goods can be shipped internationally.

Insurance, damage and loss

Carrier insurance, declared value and liability depend on the carrier, service level, item type and documentation. Ana Kurye is not responsible for loss, damage, delay, customs action or carrier refusal caused by third parties, inaccurate information, prohibited contents or events outside reasonable control.

Customer responsibilities

The customer must provide accurate identity, contact, item, pickup, authorization and delivery information. The customer confirms they are authorized to request collection and delivery of the item.

Undeliverable shipments

If a shipment cannot be delivered because of address problems, customs refusal, unpaid duties, recipient unavailability or carrier restrictions, additional return, storage, disposal or redelivery fees may apply.

Disputes

Issues should first be raised by email or WhatsApp with the request reference and evidence. The parties should try to resolve the matter in good faith before taking further action.