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Terms & Conditions

GENERAL TERMS AND CONDITIONS

Terms and Conditions for the Provision of Luggage Transfer Services Ordered via the Website at voyli.one (the “Website”)

The Website is operated by Skywall management s.r.o., Company ID No. 180 22 448, with registered office at Karlovarská 1104/14a, Ruzyně, 161 00 Prague 6, registered with the Commercial Register maintained by the Municipal Court in Prague under file number C 380297 (the “Provider”).

1. INTRODUCTORY PROVISIONS

  1. These General Terms and Conditions (the “GTC”) govern, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code (the “CC”), the mutual rights and obligations of the contractual parties arising in connection with the contract for the provision of services consisting of luggage transfer from accommodation facilities to Václav Havel International Airport in Prague (the “Airport”), entered into between the Provider and the customer (the “Customer”).
  2. These GTC enter into force and effect on 21 May 2025.
  3. The Provider reserves the right to unilaterally amend these GTC as reasonably necessary (in particular due to changes in the legal environment, market conditions, or to improve the quality of the services). Any such change does not affect the rights and obligations arising during the validity of the previous version of the GTC.
  4. Consumer Information. The nature of the service is described on the Website and, where possible, in contractual documentation. A consumer is considered a person of average reasoning who is expected to exercise ordinary care and caution, and others may reasonably expect this in legal dealings. The consumer has the right to request additional information from the Provider during or prior to the use of the Website, and the Provider will provide a timely response. If a dispute arises between the consumer and the Provider which cannot be resolved amicably, the consumer may submit the matter to an out-of-court resolution authority, which is the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague, email: adr@coi.cz, website: adr.coi.cz.

2. CONTRACT CONCLUSION AND SERVICE PROVISION

  1. Through the Website, the Provider offers luggage transfer services from the Customer’s specified accommodation to the Airport (the “Service”). A benefit of the Service is that customers — often tourists — can enjoy their free time between check-out and their flight without having to supervise or carry their luggage. The Service is primarily, but not exclusively, intended for international visitors to the Czech Republic.
  2. The Customer may order the Provider’s Service exclusively through the Website in accordance with the current offer by completing the order form related to the selected Service (luggage transfer from the location designated by the Customer to the Provider’s contact point at the Airport). Consumers are required to provide their first and last name, address, email address, phone number, pickup date, time, and location, as well as the airport terminal, date, time, and final destination.
  3. A Customer acting as a business (not a consumer) must provide their business name, company ID number, address, email address, phone number, pickup date, time, and location, and the airport terminal including the date, time, and final destination. Optionally, they may provide the name of the person placing the order and an additional contact phone number.
  4. Before submitting the order, the Customer must verify and correct any errors or discrepancies in the order details. The Provider is not liable for any damage or non-material harm resulting from inaccurate order information but will provide reasonable assistance to resolve any issues after being notified in writing.
  5. The Customer places the order by clicking the “Order with obligation to pay” button. The contract between the Provider and the Customer is concluded upon the Provider’s explicit acceptance of the order sent to the Customer’s email address and after payment for the Service has been received — whichever occurs later. For clarity, an automatic confirmation of receipt of the order does not constitute acceptance and does not in itself establish a contractual relationship. The Customer may cancel the order at any time before receiving the Provider’s explicit acceptance.
  6. Once the contract is concluded, the Provider will send the Customer a unique luggage identification code and a QR code via email. The Customer is required to provide this code to the hotel reception staff to enable the Provider to collect the luggage.
  7. The Provider will transfer the Customer’s luggage to its designated contact point at the Airport for pickup. The Provider will inform the Customer of the pickup location by email and may include a map for easier navigation. If the exact location at the Airport changes (e.g., a parking lot or terminal), the updated location will be communicated by confirmation email or other suitable means. The Provider will also inform the Customer of the earliest time the luggage will be ready for pickup — no later than at the moment of luggage collection at the accommodation.
  8. Since there is no personal contact until the luggage is handed over at the Airport, the Customer must present the unique code provided earlier. Without this code, the Provider cannot release the luggage unless the Customer proves ownership by another reliable method.
  9. If the Customer fails to collect the luggage at the designated location on the agreed day, the Provider will assist in arranging delivery at the Customer’s expense.
  10. If the luggage is not delivered due to a fault on the Provider’s side, the Provider will arrange delivery to the Customer at its own expense.
  11. The Customer may not use any tools, software, or procedures that may negatively affect the operation of the Website. Use of the Website is limited to behavior that does not interfere with other users and complies with its intended purpose.
  12. The Customer acknowledges that the Provider is not responsible for errors caused by third-party interference or misuse of the Website.
  13. The Customer acknowledges that the Provider is not obligated to conclude a contract, particularly with individuals who have previously breached obligations to the Provider.
  14. The Customer agrees to the use of remote communication methods to conclude the contract. Any related costs (e.g., internet connection) are borne solely by the Customer.
  15. The contract may be concluded exclusively in Czech or English. It is stored electronically by the Provider and is not accessible.
  16. The Customer may not transfer their rights or obligations under the contract without the Provider’s prior consent.
  17. The Provider may request necessary cooperation from the Customer to fulfill the contract, and the Customer agrees to provide such cooperation.

3. PRICE AND PAYMENT TERMS

  1. The current price of the Service, including VAT, is listed on the Website. The Provider may allow the Customer to pay in euros (EUR), U.S. dollars (USD), British pounds (GBP), Czech crowns (CZK), or another supported currency.
  2. The price can only be paid via cashless payment using a VISA, VISA Electron, MasterCard, or Maestro debit/credit card through an online payment gateway, or by another method listed on the Website. The Customer acknowledges that the Provider is not the operator of the payment gateway and is not liable for any outages, unavailability, or malfunctions of the payment system.
  3. The Provider may, at its discretion, grant a discount on the Service. The Customer acknowledges that there is no legal entitlement to a discount.
  4. The Provider will issue a tax document – invoice – to the Customer. The Provider is not a VAT payer. The invoice will be issued after the Service has been paid for and sent to the Customer’s email in electronic form.

4. DURATION OF THE CONTRACT

  1. The contract is concluded for a fixed period as specified in the agreement.

Cancellation and Refunds

  1. The Customer may cancel their order at any time before the Provider explicitly accepts the order (see Contract Conclusion). In such a case, the Customer is entitled to a full refund of the paid amount.
  2. If the Customer cancels the order on the scheduled day of luggage pickup (i.e., the calendar date on which the Provider is to collect the luggage from the Customer’s location), the Customer is entitled to a refund of 60% of the paid amount.
  3. If the Customer cancels the order at least one calendar day before the scheduled pickup date, the Customer is entitled to a 100% refund of the paid amount.
  4. The date of cancellation is determined based on the date (not the exact time) of the Customer’s cancellation notice, compared to the scheduled pickup date.
  5. Refunds will be processed using the same payment method the Customer used to pay for the Service, unless otherwise agreed.
  6. If the Provider cancels the order for reasons not caused by the Customer, the Customer is entitled to a full refund.

5. TERMINATION OF THE CONTRACT

  1. The contract typically terminates upon the provision of the Service or upon withdrawal from the contract.
  2. A Customer acting as a business may withdraw from the contract for statutory reasons. A Customer acting as a consumer may also withdraw from the contract under applicable law and expressly agrees that the Service may be provided before the expiry of the statutory withdrawal period in the case of contracts concluded via electronic means. The Customer acknowledges that once the Service is provided, the right of withdrawal expires in accordance with Section 1837(a) of the Civil Code. A withdrawal form is included as part of these Terms and Conditions.
  3. The Provider may withdraw from the contract for statutory reasons or in the event of a material breach by the Customer. A material breach includes, but is not limited to: unauthorized interference with the Website, failure to provide necessary cooperation to fulfill the contract, failure to provide the unique code to accommodation staff, or failure to pay for the Service.

6. RIGHTS FROM DEFECTIVE PERFORMANCE

  1. A Customer who is a consumer is entitled to file a complaint about the Service without undue delay after discovering, or reasonably should have discovered, a fault on the part of the Provider. The Provider shall handle such complaints in accordance with applicable legal procedures and deadlines, as set out in Act No. 634/1992 Coll., on Consumer Protection.
  2. Further rights and obligations related to defective performance are governed by the Provider’s Complaints Policy.

7. LIABILITY FOR DAMAGE AND DELAY TO LUGGAGE

Liability for damage:

The Provider is liable for damage to the Customer’s luggage caused during transportation due to gross mishandling or other demonstrable fault by the Provider.

The Provider is not liable for damage caused by:

  • existing damage to the luggage at the time of pickup,
  • normal wear and tear,
  • hidden defects of the luggage,
  • defects in the contents (e.g. leakage of liquids inside).

The Customer must report any damage to the luggage to the Provider without undue delay after discovery, but no later than within 24 hours of receiving the luggage. The Customer must provide photographic or other suitable evidence of the damage.

Liability for delay:

The Provider is not liable for delays in luggage delivery caused by circumstances beyond its control (e.g., traffic conditions, flight delays).

In case of delay due to the Provider’s fault, the Provider must inform the Customer and propose an alternative solution.

8. INSURANCE AND LIMITATION OF LIABILITY

  • Insurance coverage:

During the provision of the Service, the Provider maintains carrier’s liability insurance with Kooperativa pojišťovna, a.s. (Policy No. 8603659061), covering damage or loss of luggage up to a limit of CZK 1,000,000 per insured event, with a deductible of 10% (minimum CZK 2,500). Insurance applies only to demonstrable damage or loss resulting from gross negligence or fault of the Provider during transportation, in accordance with applicable law and insurance terms.

  • Limitation of liability:

The Provider’s liability for damage to or loss of luggage is limited to the actual value of the lost or damaged item(s), but not exceeding CZK 40,000 per order, regardless of the number of items or their total value. This limitation applies even if the insurance coverage is higher.

  • Excluded items and recommendations:

The Provider strongly recommends that Customers do not use the Service to transport valuables, electronics, jewelry, cash, works of art, documents, or other items of significant individual value. These items are excluded from the Provider’s liability unless their value and nature were explicitly declared to, and accepted in writing by, the Provider before the Service was ordered.

  • Evidence and reporting:

The Customer must report any damage or loss without undue delay, but no later than within 24 hours of collecting the luggage, and must provide suitable evidence (such as photographs or written documentation).

  • Additional insurance:

The Provider also recommends that the Customer arranges their own travel insurance, including coverage for luggage and valuables, as the Service’s insurance may not cover all circumstances or higher-value items.

By placing an order, the Customer declares that the contents of their luggage do not include valuables, electronics, jewelry, cash, works of art, or other items exceeding the stated liability limit unless previously declared to and accepted by the Provider in writing.

9. PERSONAL DATA PROTECTION AND COOKIES

  1. The Customer acknowledges that, as part of the contractual relationship, the Provider will need to process their personal data and will act as the data controller for this purpose.
  2. The Provider undertakes to comply with all obligations under data protection laws, in particular Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (the General Data Protection Regulation – GDPR), with regard to these Terms and Conditions.
  3. Processing of Personal Data: The Provider processes the Customer’s personal data to the extent of: first name, last name, address, email address, phone number, and details of the ordered service (pickup date, time, and location, as well as destination). The purpose of processing is to fulfill the contract for the luggage transfer service and to comply with the Provider’s legal obligations. The legal basis for processing is performance of the contract (Art. 6(1)(b) GDPR) and compliance with legal obligations (Art. 6(1)(c) GDPR). Personal data will be retained for the period necessary to fulfill the stated purposes, but no longer than the duration of the contractual relationship and the period required by applicable laws (e.g. for accounting and tax purposes). The Customer has the right to access, correct, or delete their personal data, request a restriction of processing, object to processing, and the right to data portability. The Customer also has the right to lodge a complaint with the supervisory authority, which is the Office for Personal Data Protection (Úřad pro ochranu osobních údajů) in the Czech Republic.
  4. Further information on how the Provider handles personal data, including its cookie policy, is available in the Provider’s Privacy Policy.

10. DELIVERY OF NOTICES

  1. The Provider and the Customer agree that communication may take place via the contact email addresses provided. An email is considered delivered on the day following the day it was sent.
  2. The Provider may also offer other forms of communication or delivery, including but not limited to communication through the Website. In such cases, the Customer must identify themselves in a verifiable way, for example by providing their unique code.

11. FINAL PROVISIONS

  1. The Provider reserves the right not to provide the Service in the event of force majeure that prevents its execution or seriously threatens the safety of persons, whether before or during the provision of the Service. Force majeure includes, but is not limited to, natural disasters, strikes, or government orders. In such cases, the Customer will receive a refund reduced by demonstrable expenses already incurred by the Provider. The Provider is obliged to inform the Customer without delay.
  2. If the contractual relationship includes an international (foreign) element, the parties agree that the relationship is governed by Czech law. This does not affect the consumer’s rights under generally binding legal regulations.
  3. The Provider is authorized to conduct business in the relevant area on the basis of a trade license, and their activity is not subject to any other official authorization. Trade control is carried out by the competent Trade Licensing Office.
  4. If any provision of these GTC is invalid or ineffective, such provision shall be replaced by one that most closely approximates its meaning. The invalidity or ineffectiveness of one provision shall not affect the validity of the remaining provisions. Any changes or amendments to these GTC must be made in writing.

Contact details of the Provider, address for service of documents:

Skywall management s.r.o.

Company ID No.: 180 22 448

Karlovarská 1104/14a, Ruzyně, 161 00 Prague 6

E-mail: info@voyli.one

Phone: +420 774 628 979

Sender (Customer – Consumer)

Full name: ………………

Residential address: ………………

E-mail: ………………

Phone number: ………………

Recipient (Provider)

Skywall management s.r.o.

Company ID No.: 180 22 448

Karlovarská 1104/14a, Ruzyně, 161 00 Prague 6

Notice of Withdrawal from the Contract for Service Provision

On the day of ………, I ordered the luggage transfer service via the online form on the Website, transferring luggage from ……… to Václav Havel International Airport in Prague, order number ………, at a price of ……… EUR/USD/GBP/CZK. The service is scheduled to be provided from ……… / was provided on ………. Pursuant to Section 1829(1) in conjunction with Section 1818 of Act No. 89/2012 Coll., the Civil Code, I hereby exercise my legal right and withdraw from the service contract concluded through remote communication concerning the above-mentioned service. I also request a refund of the service fee in the amount of ……… CZK to my bank account number ……… no later than 14 days from the delivery of this withdrawal notice.

In ……… on ………

Full name of the Customer – Consumer (signature) ………………