General T&C of use of the lost property service

The Société Anonyme (Public Limited Company – SA) SNCF Gares & Connexions is responsible for offering its Customers a specific lost property service.

These General Terms and Conditions of Use (TCUs) define the terms and conditions according to which the Service provider of SNCF Gares & Connexions offers its lost property Service.

Use of the services offered implies full and complete acceptance of these TCUs by the Customer.

Words or phrases used within the TCUs beginning with a capital letter, in the singular or plural, will have the following meaning:

OBOTO Database refers to the database designed and operated by SNCF Gares & Connexions and recording, in a structured and organised manner, all information relating to Lost Property.

TCUs means these General Terms and Conditions of Use.

Finder indicates the person who has found an item of lost property.

Lost Property means, pursuant to Art. 717 of the French Civil Code, any lost item whose owner cannot be located, especially any lost items found on the land and those which have been buried involuntarily.

Customer: any physical or moral person using the Services.

GDPR: refers to the General Data Protection Regulation and makes reference to the European regulatory text 2016/679 of the European Parliament that governs data processing uniformly across the whole of the European Union (EU), which came into force on 25 May 2018.

DNID: Direction Nationale d’Interventions Domaniales (National Land and Estate Interventions Department). In accordance with the legal principle applicable to lost property, SNCF Gares & Connexions shall cede lost property found on its land or assets and renounce its status of finder to the benefit of the DNID.

The Lost Property service of SA SNCF Gares & Connexions consists in returning lost property found on board trains or in stations to its owner, thanks to the OBOTO tool, which automatically processes correspondence between:

• Loss statements made by Customers,
• Items collected in stations equipped with Oboto.

2.1 Loss Statements

The Customer shall prepare, free of charge, a loss statement indicating his or her contact details, the characteristics of the item and the date and place of loss. This statement can be made online, at any time, 7 days a week and 24 hours a day, through the Ma Gare SNCF app > Station / Services / Essential Services / Report a lost item or on the SNCF Gares et Connexions website by clicking on the following link https://www.garesetconnexions.sncf/en/customer-service/by-your-side/lost-and-found/loss-declaration

This statement may also be made by contacting the Customer Relations Centre How can we help you? | Gares & Connexions remotely or by heading to a lost property office in one of the stations mentioned in appendix 1, from Monday to Saturday, between 8 a.m. and 8 p.m. The Customer shall receive an e-mail acknowledging receipt of his or her statement with the case references.

Submission of a loss statement does not guarantee that the lost item will be found. Under no circumstances may SA SNCF Gares & Connexions be held liable vis-à-vis the Customer with respect to lost property that cannot be found.

N.B.: Since 15 December 2025, Customers who have lost an item in the Ile de France Region must make their statement on the France Objets Trouvés website by clicking on the following link: https://www.franceobjetstrouves.fr/

2.2 Correspondence and process of the search

The correspondence result (between the characteristics of an item recorded in the OBOTO database and the loss statement) is, in principle, a mathematical formula managed by OBOTO. If the mathematical formula fails to give a clear result, a manual correspondence result can be generated by the staff in the lost property offices.

The Customer may, at any time, monitor the progress of the search through the link provided in the e-mail acknowledging receipt of his or her loss statement.

Searches will proceed for 30 days from the date of the loss statement. Once this period has elapsed, an e-mail will be sent automatically to the Customer to inform him or her that the search has ceased.

2.3 Return

If the data entered in the loss statement is found to correspond to the recorded data of the lost item, the contact details of the lost property service in which the item is held will be communicated to the Customer so that he or she can get in touch or visit in person. Only the staff of the Lost Property office concerned may return the item and agree on the procedures for its return with the Customer (collection at the station or home delivery).

Proof of the identity of the Customer is a prerequisite for return, whether at the station or for home delivery (request to send a copy of an identity document or valid passport by e-mail or letter). This receipt will be kept for at least 3 years in the Objets Trouvés app. It should be recalled that, in the event of a dispute, SA SNCF Gares & Connexions reserves the right to communicate the contact details to anyone who claims be the genuine owner and shall accept no liability in this regard. If a proxy is appointed, he or she must provide an identity document, along with that of the owner and a document confirming his or her status as proxy.

The costs for the return of the Lost Property will be met by the Customer. They shall total either €5 to €10, depending on the value of the item, in order to cover a part of the search and storage costs. Payment of these costs shall be made on the SA SNCF Gares & Connexions website, in euro, by bank card, through a secure payment system. Bank cards in the Visa, Eurocard/Mastercard or American Express networks are accepted.
The home delivery charges (where possible), corresponding to the shipping costs, shall be met by the Customer.

2.4 Processing of Objects unclaimed at the end of the custody period

Once items of Lost Property have been stored for over 30 days, they are handed to the Administration des Domaines (Land Registry and Estates Department), given to public welfare charities or destroyed.

• 3.1 The purpose of these TCUs is to define the conditions according to which the Customer agrees to use the Lost Property service of SA SNCF Gares & Connexions.
• 3.2 In order to use the Lost Property service of SA SNCF Gares & Connexions, each Customer must read and accept these TCUs, unreservedly, through a mandatory confirmation mechanism by ticking a box on the loss statement.

• 4.1 These TCUs have been in force and are up to date since 30 October 2025 and shall remain applicable for the full duration of use of the Lost Property service.
• 4.2 SA SNCF Gares & Connexions reserves the right to adapt and amend these TCUs, with it being understood that the applicable TCUs are those in force on the day of use of the Lost Property service by the Customer. Any amendment to the TCUs will be published on the website https://www.garesetconnexions.sncf/en and on the Ma Gare SNCF app.

• 5.1 The Customer undertakes to use the Lost Property service of SNCF Gares & Connexions in compliance with these TCUs and the applicable laws. Consequently, he or she agrees, in particular, not to impede or distort the functioning of the service, cause damage to all or part of its elements or access it fraudulently.
• 5.2. The Customer promises to have genuinely lost an item.
• 5.3. The Customer shall guarantee the lawfulness of the content stated on the online loss statement in the Ma Gare SNCF app > Station / Services / Essential Services / Report a lost item or on the website by clicking on the following link:https://www.garesetconnexions.sncf/fr/service-client/a-vos-cotes/objet-perdu-trouve/declaration-perte
• 5.4. The Customer hereby declares that he or she is aware that, should a Finder fraudulently take possession of an item of lost property, this shall constitute theft subject to maximum penalties of 3 years’ imprisonment and a €45,000 fine.
   

SA SNCF Gares & Connexions shall accept no liability for a result of correspondence between an item of Lost Property and a loss statement. SNCF Gares & Connexions has no authority to check the accuracy of the description of lost property or items reported as lost, with such verification the responsibility of the Partner and/or Users.

Under no circumstances shall it guarantee the return of a lost item to the Loser.

In the event of non-return of an item, or loss, theft or damage, for whatever reason, of items handed over, deposited or located through the lost property service, SA SNCF Gares & Connexions shall accept no liability, nor pay any compensation, reimbursement or indemnity to Customers under the terms of this service, irrespective of the value or condition of the item concerned.

Under no circumstances may SNCF Gares & Connexions be held liable for damage resulting partly or entirely from a User’s failure to fulfil his or her obligations, damage resulting from the use of the ‘Report a lost item’ service on the website and app that is not compliant with the conditions laid down in these TCUs.

In general, no provision of these General Terms and Conditions can be interpreted as granting the Customer, expressly or implicitly, any right (by way of a licence or any other means) to the names, brands, acronyms, logos and other distinctive signs of SNCF Gares & Connexions or any other right of its Service provider, particularly when related to literary and artistic property.

Failure to respect these restrictions may constitute an act of counterfeit and/or unfair and interfering competition, rendering the User civilly and/or criminally liable.

When Users use the Site, SNCF Gares & Connexions SA may collect a certain quantity of data of a personal nature. This will be processed in accordance with law 78-17 dated 6 January 1978 and European regulation 2016/679 dated 27 April 2016.

The Personal Data is processed by SA SNCF Gares & Connexions, the Data Controller. More information about our commitments when it comes to protection of Personal Data can be found here. The data gathered as part of the Lost Property service mentioned in Article 2.1 are processed by SNCF Gares & Connexions to ensure the successful performance of the service. These data are only communicated to the staff of the service providers and other rail companies in charge of performing the service, as per their authorisations. They are retained for 3 years.

In compliance with the applicable regulations, the owners of Lost Property have the right to access, rectify and erase any data concerning them, as well as the right to object and restrict its processing and the right to data portability. They may exercise these rights by writing to: [email protected].

The management of these personal data and these rights are discussed on the following website: https://www.garesetconnexions.sncf/sncf/en

The TCUs are subject to French law.

In the event of disputes relative to the interpretation, validity or implementation of these TCUs, the Customer and SA SNCF Gares & Connexions agree to make every effort to resolve the matter amicably.

The electronic data stored on the Gares & Connexions website or the Ma Gare app will constitute proof of the use of the services, unless evidence to the contrary can be provided. These electronic data thus constitute evidence that is admissible, valid and enforceable against the passenger, under the same conditions and with the same probative force as any document drafted, received or kept on paper.

If an amicable agreement cannot be reached, any potential dispute relating to the interpretation or implementation of these TCUs shall be subject to the judgement of the Paris courts.

The invalidity, lapse, non-binding nature or unenforceability in whole or in part of one or more of the provisions of these TCUs, under the terms of a legal or regulatory provision or a legal decision that has become definitive shall not trigger the invalidity, lapse, non-binding nature or unenforceability of the other provisions or of the part of the provision that is not affected by such invalidity, which will remain fully in force.

Shipping shall be carried out in accordance with the terms and conditions stipulated by the chosen service provider.

Amiens
Bordeaux St Jean
Chambéry Challes les Eaux
Clermont-Ferrand
Dijon Ville
Grenoble
Lille Europe
Limoges Bénédictins
Lyon Perrache
Marseille St Charles
Montpellier
Nancy
Nantes
Nice
Paris Austerlitz
Paris Est
Paris gare de Lyon
Paris Montparnasse
Paris Nord
Paris St Lazare
Poitiers
Reims
Rennes
Rouen Rive Droite
Strasbourg
Toulouse Matabiau
Tours

Other stations have a specific lost property desk. The opening hours are indicated on the station page of the Gares & Connexions website. To check whether this service is offered in a specific station, visit the dedicated page.