BagFreeze – General Terms and Conditions, Safety and Liability Policy

Effective date: 1 July 2026

Company
Altura Group Ab Oy (BagFreeze)
Business ID: 3142111-5
Address: Miskensvägen 40, 65450 Sulva
E-mail: info@bagfreeze.fi
Website: www.bagfreeze.fi

1. General

These General Terms and Conditions ("Terms") govern the contractual relationship between Altura Group Ab Oy, operating under the trademark BagFreeze ("BagFreeze"), and the customer ordering BagFreeze's services ("Customer").

These Terms apply to all orders placed through the BagFreeze website or any other ordering channel approved by BagFreeze, unless otherwise agreed in writing.

By placing an order, the Customer confirms that they have read, understood and accepted these Terms.

Separate agreements or commercial terms may apply to business customers. Where such agreements differ from these Terms, the separate agreement shall prevail.

2. Definitions

For the purposes of these Terms, the following definitions shall apply:

BagFreeze
Altura Group Ab Oy, including its employees, representatives and subcontractors performing the ordered service.

Customer
Any natural person or legal entity ordering or using the services provided by BagFreeze.

Luggage
Suitcases, travel bags, backpacks, textiles or other items submitted by the Customer for treatment.

Treatment
The freezing process carried out by BagFreeze in accordance with these Terms.

Order
A booking made by the Customer through the BagFreeze website or another approved ordering channel.

Online Store
The official BagFreeze website or other digital platform through which bookings and payments are made.

3. Purpose of the Service

BagFreeze provides a preventive freezing treatment for luggage and textiles with the purpose of reducing the risk of spreading bed bugs, silverfish and other temperature-sensitive pests.

The service is intended as a preventive measure following travel, hotel stays or other situations where luggage may have been exposed to pests.

BagFreeze does not provide pest inspection services, pest extermination services or remediation services.

4. Scope of the Service

The treatment consists of freezing the Customer's luggage at a minimum temperature of −22°C for a continuous period of at least four (4) days, or longer if BagFreeze considers this necessary for operational or safety reasons.

BagFreeze does not open, inspect or inventory the Customer's luggage or its contents.

The service applies solely to the luggage submitted by the Customer.

BagFreeze does not perform pest inspections, analyse the contents of luggage or determine whether pests are present.

The treatment is based on generally accepted methods for controlling temperature-sensitive pests. However, BagFreeze does not guarantee the complete elimination of all pests in every individual case.

Accordingly, BagFreeze makes no representations or warranties regarding the presence or absence of pests before or after the treatment.

5. Formation of the Agreement

A binding agreement between the Customer and BagFreeze is concluded only when:

• the Customer has placed an order;
• payment has been successfully authorised; and
• BagFreeze has issued an order confirmation.

BagFreeze reserves the right to reject any order if:

• the requested service cannot reasonably be performed;
• incorrect or incomplete information has been provided;
• payment cannot be verified;
• fraud or misuse is suspected; or
• any other legitimate reason prevents BagFreeze from accepting the order.

If BagFreeze is unable to accept an order, any payment already received will be refunded without undue delay.

6. Booking

Bookings for BagFreeze services shall be made through the BagFreeze website or any other ordering channel approved by BagFreeze.

The Customer is responsible for ensuring that all information provided when placing the booking is accurate, complete and up to date.

Following completion of the booking, an order confirmation will be sent to the e-mail address provided by the Customer. The Customer is responsible for verifying the accuracy of the booking confirmation and shall notify BagFreeze without undue delay if any errors are identified.

If no booking confirmation has been received, the Customer should contact BagFreeze before submitting any luggage for treatment.

7. Prices

All prices are stated in euros (EUR).

Unless otherwise stated, all prices include Value Added Tax (VAT) in accordance with applicable legislation.

The price displayed at the time of booking shall apply to the relevant order.

BagFreeze reserves the right to change its prices for future bookings. Any price changes shall not affect bookings that have already been confirmed.

Campaign offers, promotional discounts and discount codes may not be combined unless expressly stated otherwise by BagFreeze.

8. Payment

Payment shall be made at the time of booking using one of the payment methods available in the Online Store.

Available payment methods may include, but are not limited to:

• Finnish online banking services
• Visa
• Mastercard
• American Express
• MobilePay
• Apple Pay
• Google Pay
• Invoice
• Instalment payment
• Other payment methods provided through Paytrail

The payment methods available at any given time will always be displayed during the checkout process.

Where the Customer chooses payment by invoice or instalments, the terms and conditions of the relevant credit provider shall apply.

BagFreeze does not store payment card information or any other sensitive payment credentials.

9. Payment Service Provider

Payment Service Provider

Paytrail Plc acts as a collecting payment service provider and is an authorized payment institution. Paytrail Plc will be shown as the recipient on your bank or credit card statement. Paytrail Plc will forward the payment to the merchant. For complaints, please contact the website where the payment was made.

Paytrail Plc
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: +358 207 181 830
Business ID 2122839-7
paytrail.com/en/consumer/information-about-paying

10. Right of Withdrawal

Private consumers are entitled to a statutory fourteen (14) day right of withdrawal for distance contracts in accordance with the Finnish Consumer Protection Act.

By placing an order and expressly accepting these Terms, the Customer explicitly requests that BagFreeze begins performing the service during the withdrawal period.

The Customer further acknowledges that the statutory right of withdrawal expires once the service has been fully performed.

If the Customer exercises the right of withdrawal after the performance of the service has commenced at the Customer's request but before the service has been fully completed, the Customer shall pay a proportionate amount corresponding to the part of the service already performed.

To exercise the right of withdrawal, the Customer must notify BagFreeze in writing by e-mail before the service has been fully completed.

The right of withdrawal does not apply to business customers.

11. Cancellation

The Customer may cancel a booking free of charge until the luggage has been delivered to BagFreeze for treatment.

Once the luggage has been received by BagFreeze and the treatment has commenced, the service shall be deemed to have started.

After the treatment has commenced, no refund shall be issued unless otherwise required by mandatory law or where the failure is attributable to BagFreeze.

BagFreeze reserves the right to refuse or terminate the service where:

• the luggage presents a safety risk;
• the luggage contains prohibited or unsuitable items;
• incorrect or misleading information has been provided by the Customer;
• the service cannot be carried out safely; or
• a Force Majeure event occurs.

Where BagFreeze cancels a booking before the treatment has commenced, any payment received shall be refunded without undue delay.

12. Customer Responsibilities

The Customer is responsible for ensuring that the luggage submitted for treatment is suitable for freezing and that its contents can withstand the temperatures used during the treatment.

Prior to submitting the luggage, the Customer shall remove or adequately protect any items that may be damaged by low temperatures or condensation.

The Customer is responsible for ensuring that all information provided when making the booking and delivering the luggage is accurate and up to date.

BagFreeze has no obligation to inspect the contents of the luggage or to assess whether its contents are suitable for freezing treatment.

13. Items Unsuitable for Freezing Treatment

BagFreeze recommends that the following items are not left inside the luggage during treatment:

• Liquids
• Electronic devices
• Lithium batteries and other batteries
• Medicines
• Food products
• Cosmetics that may be affected by low temperatures
• Glass items
• Fragile objects
• Temperature-sensitive materials
• Living organisms
• Plants
• Pressurised containers or aerosol cans

BagFreeze accepts no liability for damage to any such items.

14. Prohibited Contents

The following items must not be submitted for treatment:

• Explosives
• Ammunition
• Fireworks
• Gas cylinders
• Flammable liquids
• Corrosive chemicals
• Toxic substances
• Radioactive materials
• Illegal drugs or narcotics
• Biohazardous materials
• Any item whose possession is prohibited by law

Where BagFreeze has reasonable grounds to believe that luggage contains prohibited or hazardous items, BagFreeze reserves the right to refuse acceptance of the luggage or to terminate the treatment immediately.

Where criminal activity is suspected, or where there is a risk to persons, property or the environment, BagFreeze may notify the relevant authorities.

15. Storage and Security

All luggage shall be stored in locked and monitored facilities throughout the treatment period.

Luggage shall be delivered through BagFreeze's self-service lockers or in accordance with another agreed procedure.

BagFreeze may apply security seals to luggage before treatment in order to verify that the luggage has not been opened during the treatment period.

BagFreeze will not open any luggage unless required by applicable law or by an order issued by a competent public authority.

BagFreeze shall handle all luggage with reasonable care and professional diligence.

16. Insurance

The Customer is responsible for ensuring that the luggage and its contents are covered by a valid home insurance policy, travel insurance policy or other appropriate insurance.

BagFreeze does not provide insurance covering the Customer's luggage or its contents.

Where the Customer requires additional insurance coverage, such insurance shall be obtained by the Customer at their own expense.

17. Delivery and Collection

The luggage shall be returned to the Customer in accordance with the service selected at the time of booking.

Any treatment, collection or delivery times provided by BagFreeze are estimates only.

BagFreeze shall not be liable for delays caused by, including but not limited to:

• transport companies;
• courier services;
• public authorities;
• weather conditions;
• technical failures; or
• Force Majeure events.

If the Customer fails to collect the luggage within five (5) calendar days after being notified that the treatment has been completed, BagFreeze reserves the right to charge reasonable storage fees.

If the luggage remains uncollected for a period exceeding three (3) months, BagFreeze reserves the right to deal with the property in accordance with applicable Finnish legislation.

18. Limitation of Liability

BagFreeze shall not be liable for:

• pre-existing damage to luggage;
• the contents of the luggage;
• the functionality of the contents following treatment;
• damage resulting from unsuitable contents;
• cosmetic changes caused by low temperatures;
• indirect losses;
• consequential losses;
• loss of profit;
• financial losses; or
• depreciation of property.

BagFreeze shall further not be liable for damage resulting from:

• improper packing;
• structural defects in the luggage;
• manufacturing defects;
• normal wear and tear; or
• circumstances beyond BagFreeze's reasonable control.

BagFreeze shall only be liable for direct losses caused by intentional misconduct or gross negligence.

Unless otherwise required by mandatory law, BagFreeze's total liability shall in all circumstances be limited to the amount paid by the Customer for the relevant service.

19. Scope and Limitations of the Service

BagFreeze provides a preventive freezing treatment.

The service shall not be interpreted as:

• a pest inspection service;
• a pest extermination service;
• a remediation service; or
• a certification or guarantee that luggage is or will remain free from pests.

Accordingly, BagFreeze makes no representation or warranty regarding the presence or absence of bed bugs, silverfish or any other pests before or after the treatment.

20. Complaints

If the Customer believes that the service has been performed incorrectly or is otherwise defective, the Customer shall notify BagFreeze without undue delay after the defect has been discovered or ought reasonably to have been discovered.

Complaints shall be submitted in writing to:

E-mail: info@bagfreeze.fi

In order to enable BagFreeze to investigate any issue efficiently, the Customer is encouraged to submit any complaint within seven (7) days after the luggage has been returned.

This recommendation does not limit or affect any statutory rights available to the Customer under applicable consumer protection legislation.

BagFreeze will handle all complaints promptly and will endeavour to resolve any dispute amicably.

21. Personal Data

BagFreeze processes personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR), applicable Finnish data protection legislation and other applicable laws.

Personal data is processed only to the extent necessary for:

• managing bookings;
• providing the ordered service;
• processing payments;
• complying with legal obligations; and
• communicating with the Customer.

Further information regarding the collection, processing, storage and protection of personal data is available in the BagFreeze Privacy Policy.

22. Intellectual Property Rights

All intellectual property rights relating to BagFreeze, including but not limited to:

• company names;
• trademarks;
• logos;
• texts;
• images;
• graphic material;
• website content; and
• marketing material,

are the exclusive property of Altura Group Ab Oy or are used under a valid licence.

No material may be copied, reproduced, published, distributed or used for commercial purposes without the prior written consent of BagFreeze.

23. Amendments to the Terms

BagFreeze reserves the right to amend or update these Terms at any time.

Any amendments shall apply only to orders placed after the updated Terms have been published on the BagFreeze website.

Orders already accepted shall remain subject to the Terms in force at the time the booking was made, unless otherwise required by mandatory law.

24. Force Majeure

BagFreeze shall not be liable for any delay, interruption or failure to perform its obligations where such delay, interruption or failure is caused by circumstances beyond BagFreeze's reasonable control.

Such circumstances include, but are not limited to:

• power outages;
• fire;
• flooding;
• natural disasters;
• extreme weather conditions;
• pandemics;
• epidemics;
• governmental or regulatory actions;
• war;
• terrorism;
• sabotage;
• strikes;
• lockouts;
• transportation or logistics disruptions;
• cyberattacks;
• information technology failures; or
• any other comparable unforeseeable event.

In the event of a Force Majeure event, BagFreeze shall be entitled to postpone, suspend or cancel the performance of the service without incurring any liability for damages.

25. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Finland.

Nothing in these Terms shall limit or exclude any mandatory rights granted to consumers under applicable consumer protection legislation.

26. Dispute Resolution

The parties shall first seek to resolve any dispute through good faith negotiations.

If no amicable settlement can be reached, the dispute shall be submitted to the competent courts of Finland.

Unless otherwise required by mandatory law, the competent court shall be the District Court of Ostrobothnia (Vaasa, Finland).

Consumers also have the right to refer disputes to the Finnish Consumer Disputes Board or any other competent alternative dispute resolution body before commencing court proceedings.

27. Contact Information

Altura Group Ab Oy

Trademark: BagFreeze

Business ID: 3142111-5

Address: Miskensvägen 40, 65450 Sulva

E-mail: info@bagfreeze.fi

Website: www.bagfreeze.fi