If a parcel is lost or damaged

1. What we pay

• You may declare the value of your parcel when you book. If you leave it empty, the value counts as €10 (Clause 9.1).
• For any single delivery we pay at most the lower of the declared value and €50, whatever the parcel is actually worth (Clause 9.2).
• When a claim is accepted, we refund the price of the goods shown on the receipt or invoice, up to that limit. We do not pay for indirect losses such as lost profit (Clause 9.6).
• Across all your deliveries in any 12 months, the most we pay under Chapter 9 is the higher of €500 and the fees you paid us in the previous 6 months (Clause 9.2).

2. No insurance is included

Lasta does not offer, sell or arrange insurance or any other value protection for your goods (Clause 9.3 and Clause 9.4). If what you send is worth more than €50, you carry the risk of the difference. Before booking something valuable, you can:

• arrange your own insurance for it;
• send it another way that suits its value; or
• accept the risk.

For items over €50 the app offers a delivery PIN, and we strongly recommend using it (Clause 3.9).

3. Fragile items, phones, laptops, keys and documents

You can send them if you tick the extra care option when you book. The courier then handles the parcel with more care, without being told what is inside or what it is worth. The limits above apply to these items in the same way as to any other parcel (Clause 11.3).

4. When we do not pay

• Items we do not carry, such as cash, jewellery, payment cards or dangerous goods. The full list is in Clause 11.1. We accept no liability for them at all (Clause 9.5).
• Loss or damage caused by packaging, labelling or preparation that was not good enough for the trip (Clause 6.2).
• Claims made after the deadline in point 5, unless it was not reasonably possible to tell us in time (Clause 10.3).

5. How to make a claim

• Tell us through lasta.ie/help within 14 days of the delivery, or of the day it should have been delivered. If the problem could not reasonably be noticed in that time, you have 14 days from when you become aware of it (Clause 10.1).
• Include evidence, such as a photo of the damage, and proof of purchase, such as the invoice or receipt (Clause 10.2).
• Keep the parcel and its packaging as you received them for 14 days, so they can be inspected (Clause 3.11).

We aim to reply within 24 to 48 hours (Clause 15.3).

6. Claims against the courier

Couriers are independent. You can also claim against the courier directly under your contract with them; their liability is limited to €100 per delivery. We will help you with that claim. Anything we pay you is deducted from what you recover from the courier for the same loss (Clause 9.2 and Clause 16.4).

7. Your statutory rights

You have legal rights when you receive a service, including that it is carried out with reasonable care and skill. If something goes wrong, let us know and we will work to put it right (Clause 9.0). Nothing on this page limits liability that Irish law does not allow to be limited (Clause 16.5).