Last updated: October 2026
These Terms and Conditions ("Terms") are an agreement between you and Traista, Inc. ("Traista", "we", "us"). They govern the Traista portal and services: filing and tracking claims, messaging, shipping and payments, and organization accounts (together, the "Services").
By using the Services you agree to these Terms. If you use them for an organization, you agree on its behalf, and "you" includes that organization. If you don't agree, don't use the Services.
Traista is software. It helps organizations and claimants find, match, communicate about and return lost items.
You agree not to:
Recovery agents. Individuals and businesses may not use Traista to file or manage claims for other people as a commercial service (for example, charging travellers to monitor or pursue their claims) without our written authorization. This does not restrict a parent or guardian acting for a child.
When you file a claim, you confirm that the information you give is accurate and that the item is yours or that you are authorised to recover it. Photos you upload must show the item. Keep your claim ID private: anyone with your claim ID and last name can view your claim.
Claims created on your behalf. If shipping rates are requested from Traista or a shipping label is purchased through Traista for your item, we may create a lost-item recovery claim on your behalf to obtain rates, arrange the return and track the shipment. This is a recovery record, not an insurance claim, and does not confirm ownership or guarantee release of the item. If you provide another person's information for this purpose, you must be authorised to do so and give them the applicable privacy notices. We handle the information as described in our Privacy Policy.
Traista and organizations may ask for reasonable proof of ownership or authority before an item is released, shipped or handed over — for example ID, receipts, serial numbers, device unlock details, travel records or photos. We or the organization may deny, hold, suspend or close a claim if information is missing, inconsistent, disputed by another claimant, suggests fraud or theft, or if releasing the item could break the law, carrier rules or the organization's policies.
If you collect an item, the organization may check your identity and record the handover. Where the organization requires it, you will be asked to sign on its device; the signature is stored with the claim as proof the item was released to you.
You can message the organization through your claim. Messages are visible to that organization's staff and, for support, safety and enforcement, to authorised Traista personnel (section 27). Don't send passwords, full card numbers or other sensitive information through messages.
To keep found items from being held indefinitely, claims close automatically after a period without activity:
When a claim closes before the item ships, the item remains in the organization's custody, and the organization may then deal with it under its own policies and the law.
Traista may list organizations that don't use Traista, so you can tell them about your loss. A listing does not mean that organization is a partner of Traista, has your item, or will respond. We may contact the organization on your behalf, but we can't make it search for, release or ship anything. If you buy a shipping label for an item held by such an organization, you may need to send the label to the organization yourself, and it is up to the organization whether to use it. Label refunds then follow section 22 and the carrier's rules.
This section applies to everything your users enter about other people: notes, messages, photos, pickup records, and found items that contain personal information.
You hold found items, not Traista. You are responsible for storing, inspecting, releasing, surrendering to authorities, donating, destroying or otherwise disposing of items under your own policies and the law, and for the accuracy of the records you keep in Traista (including chain-of-custody records, signatures, and release and disposal notes). Matches, AI suggestions and package estimates are aids: your staff confirm them before acting.
Use a plain, unbranded box or a carrier-neutral envelope, unless the selected carrier and service expressly allow the branded packaging you use. Never use packaging restricted to a different carrier or service tier.
Carriers such as FedEx and UPS offer branded packaging that may be restricted to particular services. Using it with an ineligible service can result in extra charges or refusal of the shipment. We pass charges caused by the organization's packaging on to the organization (section 16).
Check the selected carrier's current packaging requirements before shipping. Packaging eligibility and adjustment charges depend on the carrier and service.
Traista is free for organizations. Claimants pay for shipping and optional insurance when they choose to have an item shipped, as described in Part D. The one exception: when your staff confirm a package's size and weight, your organization accepts responsibility for carrier charges caused by its packaging (section 15) or by a size or weight that differs from what it confirmed (section 17), and we may invoice your organization for them. If we ever introduce paid plans or features, we will tell you before you are charged.
When an item is ready to ship, the claimant may buy a shipping label through Traista. Payments are processed by Stripe; by paying, you authorise the charge. Shipping is provided by the carrier you choose, not by Traista; Traista arranges the shipment but is not a carrier.
Price. The shipping price shown at checkout is the total you pay. It includes the carrier's postage and Traista's service fee for arranging the return. Optional insurance is shown separately.
Rates and adjustments. Quotes are based on the destination and the package's contents, dimensions, weight and declared value. Package size may be estimated with AI assistance and confirmed by the organization. Carriers can charge more afterwards — re-rates, address corrections, signature or other surcharges, duties, taxes, return or disposal fees — if the shipment differs from what was quoted or needs extra handling. Who pays depends on the cause: charges caused by information you gave (for example, a wrong address or declared value) are yours; charges caused by the packaging, or by a size or weight that differs from what the organization confirmed, are the organization's (section 16). We will tell you before asking you to pay anything extra, and we won't charge your card again without your approval. Label cancellations, voids and refunds follow carrier rules and may not be available once a label is used or the parcel has been handed to the carrier.
Traista does not store card numbers. Card payments are handled by Stripe, which is PCI DSS Level 1 certified.
When you buy a label, you may also buy shipment insurance from our insurance partner. It is optional, priced at checkout, and separate from any liability coverage the carrier includes in the base rate.
By buying insurance you agree to the partner's policy terms as well as these Terms.
Shipments must comply with the law and the carrier's rules on packaging, labelling and destinations. We may refuse, hold, cancel or require another return method for any shipment we reasonably believe is unsafe, prohibited, inaccurately described or badly packed.
Prohibited (subject to law and carrier policy): explosives, fireworks, ammunition, firearms and weapon parts; flammable, corrosive, oxidizing, toxic, radioactive or biohazardous materials and other dangerous goods; illegal drugs, controlled substances, counterfeit or stolen goods, and anything whose shipment would break export, sanctions or customs law; live animals, insects, remains, perishables needing special handling, and anything leaking, contaminated or giving off fumes.
Restricted — may ship only when the carrier allows it and its requirements are met:
Many commonly lost items, including laptops, phones and watches, can usually be returned when the shipment meets the chosen carrier's requirements.
Your responsibilities. You are responsible for accurately describing the contents, value, weight, size and destination, and for any fines, re-rating, disposal or return charges, delays or claim denials caused by a prohibited or non-compliant shipment.
Carrier liability. Carrier liability and declared-value coverage follow the carrier's published terms, limits and claim procedures. Traista is not responsible for carrier loss, damage, delay or claim denials beyond what is recoverable under those terms.
Delivery times are carrier estimates, not guarantees. Traista is not liable for delays caused by carriers, weather, customs or other events outside its control.
Duplicate charges. If you were charged more than once for the same shipment, we refund the extra charge in full, including any insurance. Email support@traista.com with your claim ID.
Lost or damaged parcels. If the carrier loses or damages a parcel, your remedy is the shipment insurance you bought (section 19) or the carrier's own liability (section 20). We will help you file the claim, but Traista does not refund postage or its service fee for a parcel the carrier has accepted.
Cancelled labels. If a label is cancelled before the parcel reaches the carrier — because you asked, or because the claim closed before the item shipped (we cancel unused labels when a claim closes) — we refund it on request, less the payment processing fee actually charged to us by Stripe and not returned, and less any insurance fee.
We issue approved refunds to the original payment method. The time for a refund to appear depends on the payment processor and your financial institution. Nothing in this section limits a refund the law gives you.
Traista uses AI services to suggest item details from descriptions and photos, estimate package sizes, and rank possible matches. Suggestions can be wrong. They help people decide; they don't decide on their own, and they don't verify identity or ownership. Content processed this way is described in our Privacy Policy.
By using the Services you agree to receive service emails about your claims and account — for example confirmations, matches, reminders, shipping updates, messages from organizations, and closure notices. These aren't marketing, so they continue while a claim is open.
Feedback and review requests. We may invite guests and organization users to give feedback or review their experience with Traista, through automated invitations, third-party review services, or emails sent manually by our team. Participation is optional and does not affect your claim or access to the Services. You can ask us to stop review invitations by contacting support@traista.com or using any opt-out included in the invitation. These requests are separate from service emails needed to manage your claim or account. Our Privacy Policy describes the information used and shared for invitations.
Traista does not send text messages or make phone calls to claimants. Your phone number is given to the carrier for delivery, and the organization holding your item can see it in order to contact you about your claim.
You keep ownership of the content you submit (descriptions, photos, messages). You give Traista a non-exclusive, worldwide, royalty-free licence to use, store, copy, process and display it as needed to provide, secure and improve the Services. You confirm that you have the rights to submit it.
The Services, our software, branding and content belong to Traista or its licensors. You may not copy, modify, reverse engineer or redistribute them except as these Terms allow.
Traista may create de-identified and aggregated data from use of the Services — for example recovery rates, matching performance and usage trends — and may use it for any lawful purpose, including improving the Services. It does not identify any person or organization.
To the extent permitted by law, authorised Traista personnel may access, review and process claims, inventory records, supporting documents, metadata and messages between claimants and organizations when reasonably necessary to run the Services, resolve claims and support requests, verify ownership, investigate fraud, abuse or breaches of these Terms, monitor quality and safety, enforce our policies, or comply with the law. Access is limited to those who need it, and may be logged and audited.
We may investigate suspected breaches and take action, including restricting access, suspending or closing accounts, removing content, holding or declining claims, and reporting matters to the authorities where required or permitted.
The Services rely on, and may link to, third parties — carriers, Stripe, our insurance partner, Google, and others. Their terms and privacy policies apply to your use of them, and we aren't responsible for their content or practices.
The Services are provided "as is" and "as available". To the fullest extent permitted by law, Traista disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, title, non-infringement, and that the Services will be uninterrupted, accurate or error-free.
To the fullest extent permitted by law:
Some jurisdictions don't allow some of these limits; where they don't, they apply to the extent allowed.
You agree to defend, indemnify and hold harmless Traista and its officers, directors, employees and agents from claims, losses and costs (including reasonable legal fees) arising from your breach of these Terms or the law, your misuse of the Services, or your infringement of anyone's rights — including ownership disputes, items claimed wrongfully, false claim information, prohibited shipments, chargebacks, and disputes with organizations or carriers caused by your instructions or statements.
Organizations also indemnify Traista for claims arising from the customer information they put into or send through Traista (section 13), and from how they handle, release or dispose of items.
Talk to us first. Before starting arbitration or a court case, send us a written notice at support@traista.com describing the dispute and what you are asking for. We will do the same. If we can't resolve it within 60 days, either of us may start arbitration.
Arbitration. Any dispute arising out of or relating to these Terms or the Services will be resolved by binding arbitration administered by the American Arbitration Association — under its Consumer Arbitration Rules if you use the Services as an individual, or its Commercial Arbitration Rules if you use them for an organization. Arbitration will take place in the county where you live or in Maricopa County, Arizona, or by video conference at the arbitrator's discretion. Fees are paid as the AAA rules provide. The arbitrator may award any individual relief a court could, and the award may be enforced in any competent court.
Individual claims only. You and Traista may bring claims against each other only individually, not as a plaintiff or class member in a class, collective or representative action, and the arbitrator may not combine more than one person's claims.
Mass filings. Related individual arbitration demands that qualify for mass-arbitration administration will follow the applicable AAA Mass Arbitration Supplementary Rules, together with the underlying Consumer or Commercial Arbitration Rules and applicable fee schedules. Any coordinated administration must comply with those rules and applicable law. This paragraph does not itself require batching or a pause in proceedings, waive fees, or limit any non-waivable rights or remedies.
Opting out. You can opt out of this section by emailing support@traista.com within 30 days of first accepting these Terms, with your name and a statement that you opt out of arbitration. Opting out doesn't affect the rest of these Terms.
Exceptions. These don't have to be arbitrated: small-claims cases within that court's jurisdiction; requests for injunctive relief to protect intellectual property; and disputes about whether a matter must be arbitrated.
These Terms are governed by the laws of the State of Arizona, without regard to conflict-of-law rules. Anything not subject to arbitration will be heard in the state or federal courts in Maricopa County, Arizona, and you consent to their jurisdiction. If you are a consumer, this doesn't take away protections that the law where you live gives you.
If you believe content on Traista infringes your copyright, contact support@traista.com or write to Traista, Inc., Attn: Copyright Complaints, 3075 W Ray Rd Suite 200, Chandler, AZ 85226, USA. Include your physical or electronic signature; identification of the copyrighted work; identification and location of the allegedly infringing material; your mailing address, phone number and email address; a statement that you believe in good faith the use is not authorised by the copyright owner, its agent or the law; and a statement that the notice is accurate and, under penalty of perjury, that you are authorised to act for the owner of the exclusive right allegedly infringed. We will review reports and act expeditiously as required by applicable law. This contact process does not represent that Traista has a registered DMCA designated agent or qualifies for a statutory safe harbor.
We may suspend or end your access to the Services if you breach these Terms, act fraudulently, or put other users, organizations, carriers or Traista at risk. An organization may close its account by contacting us; it can then ask us to delete its data, as described in the Data Processing Addendum.
Removal for inactivity. We reserve the right to remove an organization and close its account if it has no recent activity. We assess inactivity case by case based on the organization's business and use of Traista; no fixed inactivity period applies.
Suspension for abuse. We reserve the right to suspend an organization, its users, or particular features if we reasonably believe its activity abuses or misuses the Services. Examples include fraudulent or misleading claims, spam, harassment, unauthorised access or automation, interference with the Services, attempts to evade safeguards, or other conduct that harms users, organizations or Traista. These examples are not exhaustive. Suspension may take effect immediately where necessary to prevent harm or investigate suspected abuse.
Removal or suspension does not itself mean that claim, transaction or organization records are deleted. Retention, access requests and deletion remain subject to the Privacy Policy, the Data Processing Addendum and applicable law. Contact support@traista.com about an account decision or to request your organization's records.
We may change the Services or these Terms. When we change these Terms, we will update the date at the top, and for material changes we will give notice on the site or by email before they take effect. Continuing to use the Services after that means you accept the changes.
These Terms, the Privacy Policy, the Data Processing Addendum (for organizations), and any policies they reference are the whole agreement between you and Traista about the Services. If an organization has a separate signed agreement with Traista, that agreement prevails where the two conflict.
support@traista.com
Traista, Inc. — 3075 W Ray Rd Suite 200, Chandler, AZ 85226, USA
