1. It all starts with Report lost item

• Customers report their lost item with a form available here
• Business Partner check the lost reports and add found reports in their places.

2. Foundloy's Super Algorithm takes over

• If there is a match into the database between one found and one lost item, a match will happen, and you will be notified.
• If not, be patient: it can take time before some items are found. Unfortunately, sometimes items remain unfound.

3. Congratulations! Our Business Partner just got a Match

• You are asked to provide adequate documentary proof about the item that allow to prove your ownership without doubt. As soon as the ownership is established, you will be handed over with the item.

1. What is a Report Lost Item?

A Report Lost Item is the record of the lost item. The more detailed it is, the more likely it is to lead to a positive outcome.

• Select the corresponding partner locations
• Select the category of the lost item: choose the right one because it will be decisive for the match that we will find
• Choose the date of loss
• Upload a photo (optional but strongly recommended)
• Describe your item as accurately as possible
• Write your complete address to contact.
• A Loss Item Report Reference No. will be generated and with this unique number you can track the status

2. Has your "Report Lost Item" been properly uploaded in our database?

As soon as your Report Lost Item is online, you will receive a welcome email.

3. Who is using FoundLoy?

FoundLoy is a solution for those businesses who have found or lost an item and also, for individual customer, who have lost an item in one of the Business Partner location.

4. What should you do if you have lost something in a place that is not (yet) a business partner of FoundLoy?

At the momentFoundloy can be used only for items found or lost at Business Partner Location. In addition, contact directly the place where you have lost your item.

5. How can you be sure that your item has been found?

Unfortunately, we can not guarantee that your item will be found: everything depends on the kindness and honesty of the person who will find it. It also happens very often that people believe to have lost something in a specific place (e.g.Mall, Theatre) and find it in reality somewhere else (e.g. somewhere else like at Home or in their car).

1. What is a match? How does it work?

The matching process is the process by which FoundLoy's algorithm analises the caracteristics of two listings in order to establish a match.There are different types of matches:

• The potential match: You can have different items that seem to match yours at varying percentages.
• The validated match: it is the moment to provide information proving that you are the owner of the item found.

2. Why haven't the Business Partner find any match?

With FoundLoyyou maximize your chances of finding your item but we can never guarantee that we will find it. To increase your chances of finding the lost item, you need to carefully provide the proper description of the lost item on category, colour, brand, uniqueness etc.

3. How do I prove that I am the owner of an item?

You are asked to provide adequate documentary proof about the item that allow to prove your ownership without doubt. The more information you give, the easier it is for the finder to determine whether you are the rightful owner. This will help to get your item back faster. Please find below some suggestions per type of item that will help you to give the right information to the finder:

• Mobile phone: The last 6 numbers of the IMEI-code, telecom provider, background image description
• Bank Cards / Credit Cards: The last 6 numbers of your bank account number and the name of your bank.
• ID Card / Passport / Personal OV Card: Your initials, your nationality and your date of birth without the year. Please note: Never give your citizen service number/Social Security number
• Clothes: Brand, size and content of the pockets. Be extensive! If the finder is not sure yet, you may be asked for more information. It generally takes 1 to 3 working days to receive an answer from the finder. Please note that many organisations are only open during office hours and closed at weekends.

4. How do I find the IMEI number of my lost phone?

If your lost telephone is registered as found (or if you have a strong suspicion of it) it is advisable to mention the IMEI number of your lost phone straightaway when you submit your claim. Moreover, in most cases the IMEI number is requested during the verification process. It is therefore useful to know where you can find or retrieve it. You can find the IMEI number of your phone in different ways, namely:

• on the purchase receipt
• on the insurance policy
• on the original packaging

You can also retrieve the IMEI number from your telecom provider. An IMEI number consists of 15 digits. Did you not find the IMEI number? Consult the manual of your device or go to the manufacturer's website.

1. How can we choose return mode?

As soon as the ownership is established, you will receive all the information about the way your item can be recovered on site. Once the ownership of the item is established, you receive the email to pick up the item from where it is stored. Some of our partners also offer delivery.

2. What should you bring to recover your item?

Before you go into the place that holds your item, remember to bring an ID and the Lost Item reference number: you can find it in the FoundLoy confirmation email.

3. Do I need to sign a receipt upon restitution?

FoundLoy is not involved in the return process. However, we recommend you take all necessary measures to make sure that the return process goes smoothly with the Property/Location/ Business Partner.

4. Can you do proxy to allow someone else to recover your item?

Yes it's possible. You can make a power of attorney if you can not come to get your item. Once your authentication is validated, you must use the button "Get my object picked up by another person". Remember to fill in the name of the person who will pick up your object . The designated person must come with their ID and found reference number (available in your email or in the current matches).

5. You have chosen to come pick up your item but finally you want it to be delivered : how can you change the return mode?

Connect to the Property/Location customer service team to help you out in this regard.

6. You want to change the delivery address: how can you do it before it is too late?

Connect to the Property/Location customer service team to help you out in this regard as soon as possible.

7. You cannot get delivered your item: what can I do?

Connect to the Property/Location customer service team to help you out in this regard as soon as possible.

8. How is the return of the item organised?

The item return is organised directly by the Owner and the Property/Location/ Business Partner. FoundLoy is not involved in the return process.

9. I have my item back but it is not in working order, what shall I do?

Unfortunately, neither FoundLoy nor the Property/Location/ Business Partner can guarantee that your item is up and running.

1. I have not received a response to my lost item claim?

If you do not receive a response within 48 hours, we recommend you inquire with the Property/Location/ Business Partner where you lost your item.

2. I have repeatedly tried to contact the Business Location that I believe has my lost item, and I have not received a response?

We understand this is frustrating and know how important it is to you to get your lost item(s) returned as quickly as possible. We will be happy to contact our Partner on your behalf to expedite resolution. Please email support@foundloy.com and provide the following:

• The 8 digit Lost Item Report ID number you received when you filed your lost item report
• The name and location of the venue where you left your item

3. I submitted the lost items form, but I haven't heard anything yet. How can I get an update?

If you haven't received any emails, please check your junk or spam folders and confirm you correctly entered the email address in your original submission. If you're using a business email address, in some cases emails may be blocked by your company's firewall. You might try re-submitting the lost item form using a personal email address.

4. How will I know if my item has been found?

You will be sent an email and a text (if you opted in to the text option) letting you know your item was found. This notification will provide pick-up and shipping instructions.

5. I lost something that is really important and extremely valuable to me. Can I call someone to request special attention for my report?

Everyone who reports a lost item wants to find what they've lost, and the airlines and amusement parks do their best to return all of those items. Due to their massive volume of lost article reports, in most cases they are unable to personally speak to customers about their particular reports.

6. What can I do to increase the chances of finding my item?

Complete the online form through the link provided on the Business Partner's website or on the FoundLoy homepage as soon as possible. Lost items reported within two days have a greater chance of being recovered. Please provide a detailed description, including brand, color, size and distinguishing features, and a serial number.Login and Password combination for electronic devices to be given at the time of claiming the ownership during return process.

1. What happens to found items when their owner is not found?

FoundLoy's goal is to assist our Business Partners to unite as many found items with their rightful owner as possible. Luckily, they are increasingly successful with this. Nonetheless, not all the owners of the found items are traced. Therefore there are items that remain 'without owner'. For such items, our Business Partners deal with these based on their Company Policy and in compliance with relevant Local Laws and Regulations.