Terms of Service

These Terms set out the rights, obligations and responsibilities of 온웨이 (Onway), which operates the service "Find to Send" (the "Company"), and its users, and the procedures for using the lost-item recovery and international shipping agency service and related services the Company provides through its website.

The terms used in these Terms have the following meanings.

1. "User" or "Customer" means any member or non-member who applies for the service under these Terms.
2. "Item" means anything the Customer left behind or lost at accommodation, in a taxi, at an airport, in a shop or elsewhere in Korea and asks the Company to recover and ship.
3. "Holder" means the party currently keeping the Item, such as a hotel or other accommodation, a transport operator, an airport or police lost-and-found office, or a shop.
4. "Quote" means the itemised fees and total amount the Company presents to the Customer after the Holder has confirmed the Item.
5. "Payment Agreement" means the "Shipping Authorization and Payment Agreement" the Customer signs electronically before payment, confirming the Item, delivery address, amount payable, scope of authorization, cancellation and refund rules, and scope of liability for that case.
6. "Carrier" means a company that carries the Item internationally, such as Korea Post (EMS), DHL, FedEx or UPS.
7. "Chargeable weight" means the greater of the actual weight measured after packing and the volumetric weight, used to calculate the international shipping fee.
8. "Start of pickup" means the moment the Company confirms the handover schedule with the Holder. At that point the status on the website changes to "Pickup scheduled".
9. "Company custody period" means the period from when the Company receives the Item from the Holder until it hands the Item over to the Carrier.

1. The Company posts these Terms, together with its business name, representative, business address, business registration number and contact details, on the website where Users can easily find them.
2. The Company may amend these Terms to the extent this does not violate applicable laws, including the Act on the Regulation of Terms and Conditions and the Act on the Consumer Protection in Electronic Commerce.
3. When amending the Terms, the Company announces the effective date and reasons on the website at least 7 days before the effective date, or at least 30 days before if the change is unfavourable to Users.
4. Amended Terms apply to cases whose Payment Agreement is signed on or after the effective date. Cases whose Payment Agreement has already been signed remain subject to the Terms in force at the time of signing.
5. Matters not covered by these Terms are governed by the Payment Agreement, applicable laws and general commercial practice.

(1) The Company provides the following services.

• Item search on your behalf: asking the Holder whether it has the Item, based on the information you provide.
• Pickup on your behalf: receiving the confirmed Item from the Holder as your agent.
• Inspection and packing: checking and photographing the Item's condition and packing it suitably for shipping.
• Customs paperwork and shipping: preparing customs documents from the information you provide and booking the shipment with a Carrier.
• Progress updates: keeping you informed by email, on the website and via WhatsApp from request to delivery.

(2) Additional services such as airport–hotel luggage delivery, hotel-to-hotel luggage transfer and local communication support are subject to the fees and conditions presented when you request them. Anything not specified there is governed by these Terms.

(3) The Company does not buy or sell Items, does not acquire ownership of them, and is not a carrier. The Company performs pickup, packing and shipping as the Customer's agent, and the international transport itself is carried out by the Carrier.

1. You apply by entering your name, email, contact number, where the Item was lost, Item details and delivery address in the request form and agreeing to the collection and use of personal information and to these Terms. No account is required.
2. Submitting a request is free of charge.
3. The Company may refuse a request or stop providing the service if: someone else's name or details are used without permission; there are reasonable grounds to believe the applicant has no legitimate right to the Item; the Item is prohibited or cannot be shipped to the destination; false information is given or the service is used for an unlawful purpose; or there is another reasonable ground that makes providing the service substantially difficult.
4. The Company is not responsible for delays, failure to locate the Item or misdelivery caused by inaccurate information provided by the Customer.

1. The Company asks the Holder to check for the Item based on your request. The result depends on the Holder's reply, and the Company does not guarantee that the Holder will find the Item or reply.
2. If the Item is not found, the Company will let you know and will not charge you anything.
3. If the Item is found, the Company sends a Quote in US dollars (USD) covering the service fee, the international shipping fee and, where applicable, special pickup surcharges. Each Quote shows an expiry date; after it expires the Quote may be recalculated to reflect current carrier rates and exchange rates.
4. The Quote is based on the Item details and photos provided by the Holder. If the actual chargeable weight or handling requirements turn out to be different after pickup, the amount may be adjusted under Article 11.

1. The service contract is formed when the Customer has accepted the Quote, signed the Payment Agreement and completed payment.
2. The Payment Agreement is an individual agreement for that specific case. If it differs from these Terms, the Payment Agreement prevails.
3. The Company emails the Customer a copy of the Payment Agreement once it is signed, and a payment confirmation once payment is complete.

(1) Fees consist of the following.

• Service fee: a fixed per-case fee covering item confirmation, contact with the Holder, pickup, safe packing, customs paperwork and customer support, as posted on the price list.
• International shipping fee: determined by destination country and chargeable weight, and including carrier charges, payment processing fees and an exchange-rate adjustment.
• Special pickup surcharge (if applicable): the cost of additional work for pickups from special locations such as airports or police stations, long-distance collection, and oversized, heavy or specially handled items.

(2) Duties, VAT, customs clearance fees, storage charges and other charges levied in the destination country ("Customs Charges") are not included and are payable by the recipient.

(3) Accepted payment methods are PayPal (US dollars, including internationally issued cards) and Korean-issued cards (Korean won). When paying with a Korean card, you are charged the Korean won amount converted at the day's reference exchange rate shown at the time of payment.

(4) Card numbers and other payment details are processed directly by the payment provider; the Company does not store them.

(5) You must sign the Payment Agreement before you can pay.

1. You complete the Payment Agreement by reviewing it on screen, ticking the confirmation items, entering the item value and your name, and signing in the signature box.
2. The Customer and the Company agree that an electronic signature made this way has the same effect as a handwritten signature under the Korean Digital Signature Act.
3. For dispute handling and legal record-keeping, the Company keeps the signature image, time of signing, IP address, browser information and the full text of the Payment Agreement as signed for 5 years.
4. If a new Quote is issued, you must sign again for the new Quote.

1. Once payment is complete, the Company arranges a handover time with the Holder and collects the Item on your behalf. If the Holder asks for proof of identity such as an authorization letter, a copy of your ID or booking details, you must cooperate. The Company is not responsible for delays caused by late submission of such documents.
2. The Company photographs the exterior and contents of the Item when it is collected. Damage, stains or missing parts that already existed at pickup are not the Company's responsibility.
3. For aviation security, customs and safe packing, the Company may open the Item's packaging or bag to check its contents. If something is locked, the Company may ask you how to unlock it.
4. The Company packs the Item with materials suited to it. Fragile items such as liquids, glass or ceramics may need extra protective packing; if you decline extra protective packing recommended by the Company, the Company's liability for damage in transit is limited.

1. If the chargeable weight measured after packing exceeds the weight band in the Quote, or special handling turns out to be necessary, the Company tells you the additional amount and the reason before shipping and ships only after you agree and pay the difference.
2. If you do not agree to the additional amount, the Company will not ship the Item and will refund you under Section 7 of the Cancellation & Refund Policy.
3. If the chargeable weight falls into a lower weight band than the Quote, the Company refunds the difference within 3 business days after shipping.

1. The Company prepares customs documents (such as the invoice) using the item names, quantities and values you provided in your request and in the Payment Agreement. The Company may appear as the shipper on your behalf.
2. You must provide truthful information for the customs declaration and may not ask the Company to under-declare the value or describe the goods differently. The Company may refuse any request for an inaccurate declaration.
3. If the information you provide is inaccurate, you bear any resulting customs delay, seizure, fine, return or destruction and the associated costs.
4. Customs Charges are payable by the recipient. If the recipient refuses to pay Customs Charges or refuses delivery and the Item is returned or destroyed, you bear the return shipping and other resulting costs, and fees already paid are not refunded.
5. Some countries require the recipient's phone number, tax identification number or ID details. You must provide these promptly when asked.
6. Customs clearance is decided by the destination country's authorities and is not guaranteed by the Company. Country-specific guidance is available in our customs guide.

(1) The following items cannot be shipped, or are restricted, because of the nature of international shipping and applicable laws.

• Standalone lithium batteries such as power banks, lighters and matches, and flammable, explosive, corrosive or toxic substances, including compressed gas (aerosol sprays)
• Firearms, blades, weapons and their parts, ammunition, and explosives (including replicas and toys)
• Narcotics, psychotropic and controlled substances, and prescription medicines (restricted depending on destination rules)
• Cash, cheques, gift certificates and other negotiable instruments, and counterfeit currency or documents
• Precious metals, jewellery and other high-value valuables (restricted by carrier rules)
• Perishable food, live animals and plants, seeds and soil
• Human organs or remains, and used medical waste or syringes
• Obscene materials and goods that infringe trademarks or copyrights
• Any other items whose export, import or carriage is prohibited by carrier rules or by the laws of Korea or the destination country

(2) Whether electronic devices containing lithium batteries (phones, laptops, cameras, etc.) can be shipped, and how, depends on carrier rules, and additional costs may apply.

(3) If a prohibited item is found during inspection, the Company will tell you and ship the remaining items without it. The removed item will be returned by the method you choose (collection at our office or domestic courier within Korea, at your cost). Dangerous goods that cannot legally be stored or returned will be disposed of in accordance with applicable law.

(4) If the Item as a whole turns out to be unshippable, you will be refunded under Section 6 of the Cancellation & Refund Policy.

(5) If you knowingly conceal a prohibited item or misdescribe it and this causes loss to the Company or a third party, you must compensate for that loss.

1. Delivery times shown on the website and in Quotes are estimates based on the Carrier's published standard transit times and are not guaranteed.
2. Delivery may be delayed by customs inspection, carrier operations, weather, flight availability, public holidays or conditions in the destination country. The Company is not liable for delays that are not attributable to it.

1. If the Company causes you loss intentionally or through negligence, it compensates you as set out in this Article.
2. If the Item is lost or damaged during the Company custody period for reasons attributable to the Company, the Company refunds the full amount you paid and compensates you for the loss of the Item. Compensation for the Item is the lower of the item value you entered in the Payment Agreement and the actual loss, up to a maximum of USD 300 per case.
3. Loss, damage or delay occurring after handover to the Carrier and before delivery is governed by that Carrier's terms and compensation rules. The Company files the claim with the Carrier on your behalf and pays you the full amount of any compensation received from the Carrier.
4. If the Item is worth more than USD 300, you must tell the Company before payment, and the Company will let you know whether additional carrier coverage (insurance) is available and how much it costs. If you do not tell us, the limit in paragraph 2 applies.
5. The limit in paragraph 2 does not apply to loss caused by the Company's wilful misconduct or gross negligence.
6. If you find damage or missing contents after receiving the Item, please tell us with photos as soon as possible and no later than 7 days after delivery. Carrier claim deadlines are short, so compensation from the Carrier may be difficult to obtain after that.

(1) The Company is not liable in the following cases, except where the Company acted intentionally or negligently.

• Loss, damage or disposal while the Item was kept by the Holder before pickup, or disposal by the Holder after its storage period expired
• The Holder refusing to hand over the Item, or the Customer not providing the documents required for handover
• Damage that existed at pickup, or damage caused by the nature of the Item itself (battery drain, spoilage, discolouration, normal wear, etc.)
• Inspection, seizure, destruction or return decided by customs or other government authorities in the destination country
• Force majeure such as natural disasters, war, strikes, epidemics or flight suspensions
• Errors or omissions in the address, contact details, customs information or other information provided by the Customer
• The recipient being absent, refusing delivery or not paying Customs Charges

(2) The Company is not liable for indirect losses such as lost business or the cost of changing travel plans because you could not use the Item for a period of time, unless the Company knew or could have known that such loss would occur.

1. Until payment, the Item stays with the Holder and the Company does not store it. If payment is not made by the Quote's expiry date, the Company may inform the Holder, after which the Item is handled under the Holder's own policy.
2. If the Company ends up storing the Item after pickup — because you cancelled, a prohibited item was found, or a shipment was returned after failed delivery — the Company stores it free of charge for 30 days from the start of storage and explains your options, such as reshipping (at your cost) or collection within Korea.
3. If the Company has contacted you at least 3 times using the email, WhatsApp or other contact details you provided and has received no reply within 90 days from the start of storage, the Company may deal with the Item lawfully, for example by handing it over to the police under the Korean Lost Articles Act, and will notify you.

1. You can cancel your request free of charge at any time before payment.
2. Withdrawal, cancellation and refunds after payment are governed by the Act on the Consumer Protection in Electronic Commerce and the Cancellation & Refund Policy. Because this service is delivered in separate stages — pickup, packing and shipping — withdrawal is limited for any part already started, and the price of any part not yet started is refunded.
3. The Company processes the payment cancellation or refund within 3 business days after the refund amount is finalised.

Users must:

• provide accurate information when submitting a request, reviewing a Quote and completing the Payment Agreement, and promptly report any changes;
• request the service only for Items they own or are legitimately authorized by the owner to recover;
• not ask the Company to ship prohibited items;
• respond within a reasonable time to the Company's requests, such as additional payment, customs documents or identity verification by the Holder; and
• not use the service for any unlawful purpose.

1. The Company complies with applicable laws and these Terms and strives to provide the service reliably.
2. The Company handles Items with the care of a prudent manager and keeps Customers informed of progress in good faith.
3. The Company protects Customers' personal information in accordance with its Privacy Policy.

The Company collects only the personal information needed to provide the service. Collection, use, outsourcing and international transfer are governed by the Privacy Policy. To deliver the Item, the recipient's name, address and contact details and the Item details are provided to the Carrier and to customs authorities in the destination country; separate consent for this is obtained in the Payment Agreement.

1. The Company strives to resolve complaints and disputes promptly. Please contact us using the details in Article 24.
2. You may apply for mediation to the Korea Consumer Agency, the Electronic Commerce Mediation Committee or another competent body.
3. These Terms and the service contract are governed by the laws of the Republic of Korea.
4. Lawsuits relating to the service are brought before the court with jurisdiction under the Korean Civil Procedure Act and other applicable laws. If your address is outside Korea or unknown, the Seoul Central District Court has jurisdiction at first instance.

These Terms are written in Korean. The English, Japanese and Chinese versions are provided for convenience. If a translation differs from the Korean version, the Korean version prevails.

Business name

온웨이 (Onway) — service name: Find to Send

Representative

Youngseok Park

Business registration no.

144-55-01162

Address

6F, 602 Yeongdong-daero, Gangnam-gu, Seoul, Republic of Korea

Email

info@findtosend.com

WhatsApp

+82 10-7234-9291