Terms & Conditions
Last updated: January 31, 2026
Company: City Lockers, Lda
Website: www.citylockers.pt
These Terms and Conditions apply to the use of City Lockers’ luggage storage services, including self-service lockers, staffed left luggage locations, and online bookings made through the City Lockers platform.
By using City Lockers’ services, making an online booking, depositing luggage or items, or accessing a locker, the user confirms that they have read, understood, and accepted these Terms and Conditions.
1. Use of City Lockers Services
1.1. City Lockers provides luggage storage services through automated lockers, staffed locations, and online booking systems.
1.2. City Lockers lockers are designed for stand-alone use, according to the operating instructions displayed on the central console or provided at the location. Instructions may be available in several languages, including English, Portuguese, Spanish, German and French.
1.3. Users must follow all instructions displayed on-site, provided online, or communicated by City Lockers staff.
1.4. City Lockers may refuse, suspend or terminate the use of its services if the user breaches these Terms and Conditions, misuses the equipment, deposits prohibited items, fails to pay applicable fees, or acts in a way that may cause damage, risk or disruption to City Lockers, its partners, other users or third parties.
2. User Eligibility and Responsibility
2.1. By using City Lockers’ services, the user represents and warrants that:
2.1.1. They are at least eighteen (18) years old, or are using the service under the responsibility of an adult;
2.1.2. They are legally capable of entering into binding agreements;
2.1.3. They are acting on their own behalf or validly representing a legal person;
2.1.4. Their use of the service complies with all applicable laws and regulations;
2.1.5. They have not previously been suspended, removed or prohibited from using City Lockers’ services.
2.2. Users are fully responsible for the items they deposit, the information they provide, the correct use of the lockers or storage service, and the safekeeping of any ticket, receipt, QR code, PIN code, access code or booking confirmation.
3. Online Bookings
3.1. Certain City Lockers services may be booked online through the City Lockers platform.
3.2. Before confirming a booking, users will have the opportunity to review the selected service, location, date, price, applicable fees and any relevant conditions.
3.3. Online bookings are only valid for the selected location, date, period and service type shown in the booking confirmation.
3.4. The user is responsible for ensuring that the booking details are correct before completing payment.
3.5. City Lockers may charge a service fee for each booking, item stored, or service provided. All applicable prices, taxes and fees will be shown before payment whenever the booking is made online.
4. Payments
4.1. Payments may be made using the payment methods available for each specific service or location.
4.2. For online bookings, City Lockers uses Stripe as its online payment provider. By making an online payment, users also agree to Stripe’s applicable terms and conditions, available at www.stripe.com.
4.3. For self-service lockers, payment methods may vary by location and machine. Some lockers may accept card, coins or notes, depending on the equipment installed. Users should always check the payment options displayed at the machine before starting the service.
4.4. Users authorize City Lockers to charge the applicable fees, taxes and charges to the selected or available payment method.
4.5. Receipts and change may be available depending on the machine, payment method and location.
5. Prices and Usage Periods
5.1. Prices vary depending on the location, locker size, service type, booking method and duration of use.
5.2. For self-service lockers, the applicable price list is displayed at the central console, at the locker module, or at the location.
5.3. Unless otherwise stated at the location or in the booking confirmation, additional periods of use will be charged when opening the locker or collecting the stored items, according to the applicable price list.
5.4. The maximum usage period for lockers is seven (7) days, unless City Lockers has agreed otherwise in advance.
5.5. For longer storage periods, users must contact City Lockers before using the service.
6. Maximum Storage Period, Uncollected Items and Removal
6.1. If items are not collected within the maximum usage period, or within the period agreed in the booking, City Lockers may remove the contents of the locker or storage area and transfer them to another suitable location.
6.2. After removal, the user may be required to pay all applicable outstanding fees, including usage fees, additional storage fees, administrative costs and any other costs incurred by City Lockers.
6.3. Unless otherwise agreed, items not collected after the maximum usage period may be subject to a daily storage fee of €10.00.
6.4. Thirty (30) days after the original deposit date, items that remain uncollected may be considered abandoned and may be subject to auction, donation, disposal or any other legally permitted action.
6.5. City Lockers is not responsible for any loss, damage, depreciation or inconvenience resulting from the user’s failure to collect items on time.
7. Booking Cancellation Policy
7.1. Users may cancel an online booking and receive a refund only in accordance with this cancellation policy.
7.2. Cancellations are only permitted until 23:59 GMT on the day before the reservation date.
7.3. After this deadline, the booking amount will not be refunded.
7.4. Once luggage or items have been stored, no refund will be issued, even if the user does not use the full booked period.
7.5. If a booking includes several storage days, City Lockers may refund only unused storage days, provided that the cancellation is eligible under this policy and the items have not yet been stored for those days.
7.6. It is the user’s responsibility to review and understand the cancellation conditions before completing a booking.
8. Late Pick-Up Fee
8.1. Users must collect their items within the selected booking period, locker usage period, location opening hours, or agreed pick-up time.
8.2. If a user fails to collect their stored items before the closing time of a staffed location, a late pick-up fee of €30.00 may be charged for the retrieval of the items.
8.3. If bags or items are collected on a later day than the scheduled pick-up day, an additional daily storage fee may be charged. The total amount must be paid before the items are released.
8.4. For self-service lockers, additional usage periods will be charged according to the applicable price list displayed at the location or machine.
8.5. City Lockers is not responsible for any losses, missed transport, missed flights, accommodation costs, or other damages resulting from late collection by the user.
9. Tickets and Access Credentials
9.1. Users must keep any ticket, QR code or access code safe and confidential.
9.2. City Lockers lockers may provide access to the deposited items to any person in possession of the valid ticket, QR code or access code.
9.3. City Lockers is not responsible for losses, theft, damage or unauthorized collection resulting from the user’s loss, disclosure, sharing or mishandling of access credentials.
9.4. After collecting the items, the user should destroy or securely discard any printed ticket or access credential.
10. Lost Ticket, Misuse or Door Unlocking
10.1. In case of ticket loss, code loss, excess baggage, misuse, incorrect operation, or any situation requiring local support or manual door unlocking, City Lockers may require the user to:
10.1.1. Provide personal identification details;
10.1.2. Prove, in the presence of the competent authority if required, that they are the legitimate owner of the deposited items;
10.1.3. Pay all outstanding usage fees;
10.1.4. Pay an additional local support and door unlocking fee of €30.00.
10.2. City Lockers may refuse to release items if there is insufficient proof of ownership or if there is a reasonable suspicion of unlawful activity, fraud, dispute or breach of these Terms and Conditions.
11. Prohibited Items
11.1. Users are not allowed to store, deposit, deliver, receive, transport or otherwise interact with the following items through City Lockers services:
11.1.1. Cash, cash equivalents, lottery tickets, stocks, bonds, money orders, gift cards or similar items;
11.1.2. Jewelry, precious stones, precious metals, watches, luxury items or other valuables;
11.1.3. Irreplaceable, subjective or sentimental items, including antiques, paintings, artworks, collectibles, family documents or unique personal items;
11.1.4. Identification documents, immigration documents, passports, residence permits or similar official documents;
11.1.5. Medicines, medical products or controlled substances, except non-restricted items for personal use where legally permitted;
11.1.6. Illegal substances, drugs or controlled substances not legally prescribed to the user;
11.1.7. Weapons, firearms, ammunition, explosives, fireworks or similar items;
11.1.8. Toxic, hazardous, corrosive, acidic, radioactive, flammable or dangerous substances;
11.1.9. Pesticides, chemicals, gases, fuels or flammable liquids;
11.1.10. Living animals;
11.1.11. Agricultural products, plants or organic matter that may cause damage, smell, infestation or contamination;
11.1.12. Perishable products, including food and beverages;
11.1.13. Alcoholic beverages, where prohibited or unsuitable for storage;
11.1.14. Any items whose possession, storage or transportation is illegal under applicable law;
11.1.15. Any items that may damage the lockers, premises, staff, other users, third parties or City Lockers’ property;
11.1.16. Any other items specified as prohibited by City Lockers.
11.2. Users are solely responsible for ensuring that their items comply with these restrictions.
11.3. City Lockers reserves the right to refuse storage, remove items, contact authorities, or take any appropriate action if prohibited items are suspected or identified.
12. User Liability
12.1. Users are fully responsible for:
12.1.1. The items deposited;
12.1.2. The correct use of lockers, storage areas, machines, payment systems and access codes;
12.1.3. Any damage caused to lockers, premises, equipment, staff, other users or third parties;
12.1.4. Any loss, cost, fine, claim or liability caused by their use of the service or by the items deposited;
12.1.5. Any breach of these Terms and Conditions.
12.2. Users agree to compensate City Lockers for any damage, loss, cost, liability or claim resulting from misuse, negligence, prohibited items, damage to equipment, breach of law, or breach of these Terms and Conditions.
13. City Lockers’ Responsibility and Limitation of Liability
13.1. Users are entirely responsible for the items deposited in City Lockers lockers or storage locations.
13.2. City Lockers does not assume custody of the items in the legal sense beyond the specific storage service provided and does not guarantee the value, nature, contents or condition of the items deposited.
13.3. Except where expressly provided under the City Lockers Luggage Protection section, City Lockers is not responsible for loss, theft, damage, delay, deterioration or disappearance of items, whatever the cause.
13.4. City Lockers is also not responsible for indirect, incidental or consequential losses, including but not limited to missed flights, missed trains, missed buses, missed events, loss of business, loss of profit, accommodation costs, transport costs, emotional distress, inconvenience or loss of opportunity.
13.5. City Lockers is not responsible for losses caused by technical failure, user error, misuse, loss of access codes, late collection, third-party actions, force majeure events, strikes, public disturbances, power failures, network failures, security incidents or instructions not being followed by the user.
14. City Lockers Luggage Protection
14.1. City Lockers may, at its sole discretion, provide compensation for lost, damaged or stolen items in relation to its storage service, subject to the limitations, exclusions and conditions set out in this section.
14.2. City Lockers Luggage Protection applies only where expressly included in the service or booking and where the user has a valid booking or proof of payment.
14.3. Where applicable, City Lockers may charge a Luggage Protection fee. This fee may apply to loss, damage or theft of items linked to a booking made through the City Lockers platform.
14.4. If the user is eligible for compensation under City Lockers Luggage Protection, City Lockers may compensate the user up to a maximum amount of €10.000.
14.5. The amount of compensation will be determined by City Lockers based on the evidence provided by the user, the original value of the item, its condition, depreciation, wear and tear, age, circumstances of the incident and any other relevant information.
14.6. City Lockers will not necessarily reimburse the replacement value of the item. Compensation may be lower than the purchase price or replacement cost.
15. Exclusions from Luggage Protection
15.1. City Lockers Luggage Protection does not cover:
15.1.1. Prohibited items;
15.1.2. Items stored in breach of these Terms and Conditions;
15.1.3. Handles, straps, wheels, zippers, scratches, dents, stains or cosmetic damage, unless there is structural damage directly caused during the storage service;
15.1.4. Normal wear and tear;
15.1.5. Pre-existing damage;
15.1.6. Poorly packed, fragile or unsuitable items;
15.1.7. Cash, valuables, jewelry, documents, medicines, electronics, irreplaceable items, sentimental items or other excluded items listed as prohibited;
15.1.8. Losses caused by user negligence, misuse, late pick-up, incorrect locker operation, loss of ticket or access code, or sharing of access credentials;
15.1.9. Losses already compensated by an insurer, carrier, travel provider, card issuer or any other third party;
15.1.10. Indirect or consequential losses, including missed flights, transport, accommodation, business losses or inconvenience.
16. Conditions for Luggage Protection Claims
16.1. To be eligible for compensation under City Lockers Luggage Protection, the user must:
16.1.1. Have a valid booking or valid proof of payment;
16.1.2. Have used the City Lockers service correctly and in accordance with these Terms and Conditions;
16.1.3. Not have stored prohibited items;
16.1.4. Notify City Lockers of the incident within twenty-four (24) hours of the scheduled end of the booking or storage period;
16.1.5. Contact City Lockers by email at help@citylockers.pt;
16.1.6. Provide relevant details about the stored items, including their condition before storage, condition at retrieval, estimated value and supporting evidence;
16.1.7. Provide photos, receipts, invoices, proof of ownership, police reports or any other documentation reasonably requested by City Lockers;
16.1.8. Cooperate with City Lockers, its partners, insurers, law enforcement authorities or other relevant parties in the investigation of the claim;
16.1.9. Disclose any communication with insurers or other parties that may compensate the same loss.
16.2. Failure to provide adequate evidence or cooperation may result in the rejection of the claim.
16.3. City Lockers may reject any claim where there is insufficient proof that the loss, theft or damage occurred during the storage service.
17. Security and Monitoring
17.1. For the safety of users and the protection of the service, City Lockers locations and locker modules may be monitored by closed-circuit television cameras and connected to alarm systems.
17.2. By using the service, users acknowledge that security monitoring may be in operation at the location.
17.3. City Lockers reserves the right, in the presence of the competent authority where required, to examine the contents of lockers or stored items when there is strong suspicion of breach of these Terms and Conditions, illegal activity, prohibited items, risk to safety, damage, or misuse of the service.
17.4. Any breach may result in immediate removal of the items, refusal of service, reporting to authorities, and liability of the user for any damages or costs caused.
18. Assistance and Customer Support
18.1. In case of failure, doubt, emergency, misuse, payment issue, access issue or other support need, users should contact City Lockers Customer Support at:
Phone: +351 914 101 466
Email: help@citylockers.pt
18.2. City Lockers will make reasonable efforts to assist users, but does not guarantee immediate on-site assistance at all times or locations.
18.3. Local assistance is not guaranteed between 22:00 and 08:00.
18.4. City Lockers is not responsible for losses, delays, missed transport, missed flights or other damages caused by technical failure, misuse, lack of immediate local assistance, or circumstances beyond its control.
19. Location Opening Hours
19.1. Each City Lockers location may have its own opening hours, access conditions, payment methods and operational rules.
19.2. Users are responsible for checking the opening hours and access conditions of the selected location before making a booking or depositing items.
19.3. For staffed locations, items must be collected before closing time.
19.4. For 24/7 self-service locations, access may still be subject to building rules, technical availability, security restrictions, maintenance, force majeure events or other operational limitations.
20. Personal Data
20.1. City Lockers may collect and process personal data necessary to provide the service, manage bookings, process payments, provide support, prevent fraud, comply with legal obligations, and ensure security.
20.2. Personal data may include name, email, phone number, booking details, payment references, support communications, CCTV images and other information required for the service.
20.3. City Lockers processes personal data in accordance with applicable data protection laws and its privacy policy.
21. Changes to These Terms and Conditions
21.1. City Lockers may update or amend these Terms and Conditions from time to time.
21.2. The version applicable to the user will be the version in force at the time of booking, payment or use of the service, unless otherwise required by law.
21.3. Updated terms may be made available on the City Lockers website, booking platform, at the location, or through other appropriate means.
22. Governing Law and Jurisdiction
22.1. These Terms and Conditions are governed by Portuguese law.
22.2. Any disputes arising from the use of City Lockers services shall be subject to the competent Portuguese courts, without prejudice to any mandatory consumer rights that may apply under applicable law.
23. Contact Information
23.1. For inquiries, support, booking cancellations, luggage protection claims or other matters, users may contact City Lockers through:
City Lockers, Lda
Website: www.citylockers.pt
Email: help@citylockers.pt
Phone: +351 914 101 466