Shipment Protection

1. Purpose and nature of the service

This document governs the general conditions for the provision of the transport and moving service performed by ByME Moving, as well as the liability regime assumed by the company towards the client in respect of the transported goods.

ByME Moving is a transport and moving company operating under Spanish Law 15/2009, of 11 November, on the contract for the land transport of goods (hereinafter, LCTTM). The liability regime described in this document is based on articles 47 et seq. of said Law, and specifically on article 61 (declaration of value) and article 62 (declaration of special interest in delivery).

This document does not constitute an insurance contract and does not imply the intervention of an insurance company towards the client. ByME Moving directly assumes, as a transport company, the liability detailed in the following conditions.

2. Service tiers and scope of coverage

ByME Moving offers three differentiated service levels with different material coverage scopes. The choice of service level determines the nature and extent of the liability assumed by ByME Moving over the transported goods.

2.1. Service-tier summary

Tier	Service included	Coverage assumed
BASIC	Transport, loading and unloading. Packing is performed by the client.	Total loss of complete packages during transport or custody. Does not cover damage to contents or to individually considered items.
PLUS	Transport, loading, unloading and professional packing of furniture. Packing of box contents is performed by the client.	Damage to furniture and fittings packed by ByME Moving + loss of complete packages. Boxes packed by the client are covered only against loss, not against internal damage to contents.
PREMIUM	Full service: transport, loading, unloading, packing and unpacking performed by ByME Moving.	Damage and loss across the totality of the transported goods, including contents of boxes packed by ByME Moving, within the contracted economic limits.

2.2. Basic service

In the Basic service, ByME Moving only performs the transport, loading and unloading of the goods. The packing of all items is performed by the client under their exclusive responsibility.

The coverage assumed by ByME Moving in the Basic service is limited to:

• Total loss of complete packages (boxes, parcels or pieces) during transport, loading, unloading or custody.
• Damage to goods arising directly from a certified vehicle incident (fire, accident, overturning, etc.).

The following are expressly excluded in the Basic service:

• Damage to the individual contents of boxes or packages packed by the client.
• Damage arising from insufficient, inadequate or defective packing performed by the client.
• Breakages or deterioration caused by the contents themselves shifting inside poorly conditioned boxes.

2.3. Plus service

In the Plus service, ByME Moving assumes the transport, loading, unloading and the professional packing and unpacking of furniture and fittings. Packing of box contents (china, books, clothes, personal items, etc.) remains the client's responsibility.

The coverage in the Plus service comprises:

• Damage to furniture and fittings packed and unpacked directly by ByME Moving personnel.
• Total loss of complete packages.
• Damage arising from a certified vehicle incident.

The following are excluded in the Plus service:

• Damage to the internal contents of boxes packed by the client. These boxes are covered only against loss, not against internal damage.
• Damage to items hidden inside boxes that have not been expressly declared.

2.4. Premium service

In the Premium service, ByME Moving assumes all operations, including the professional packing of box contents (china, glassware, books, personal items, etc.), transport, loading, unloading and furniture unpacking. Placement of box contents into drawers or wardrobes at destination is not included.

The coverage in the Premium service comprises:

• Damage and loss across the totality of the transported goods, packed by the ByME Moving team.
• Damage to the internal contents of boxes packed by ByME Moving.
• Total or partial losses of packages.

This coverage always applies within the quantitative limits established in section 3 (economic coverage) and according to the inventory provided by the client.

3. Economic coverage and declaration of value

3.1. Included basic economic coverage

All services contracted with ByME Moving (Basic, Plus and Premium) include, at no additional cost, a basic economic coverage of up to €3,000 (three thousand euros) per contracted service, within the material scope corresponding to the chosen service tier.

This basic coverage is included in the price of the transport service and does not require express contracting.

3.2. Non-indemnifiable amount borne by the client

In all basic and extended coverages, a non-indemnifiable amount borne by the client of €300 (three hundred euros) per service applies.

This amount is applied once per contracted service, regardless of the number of items affected by the incident. All damages or losses arising from the same transport service will be processed as a single claim file and will give rise to the application of a single non-indemnifiable amount.

3.3. Total Coverage (removal of the amount borne by the client)

The client may contract the Total Coverage option by paying a surcharge of €25 + VAT on the service price.

With Total Coverage contracted, the client will bear no amount in the event of a covered incident, provided that the processing requirements established in section 5 of this document are met.

Total Coverage must be contracted before the start of the service. Requests to contract Total Coverage will not be accepted once the service has started or after an incident has occurred.

3.4. Extended Value Declaration (goods exceeding €3,000)

When the total estimated value of the goods to be transported exceeds €3,000, the client must make an Extended Value Declaration, in accordance with article 61 LCTTM, which will raise the maximum liability limit assumed by ByME Moving.

The surcharge for the Extended Value Declaration is 2.5% on the portion of the declared value exceeding the €3,000 already covered by the included basic coverage. This amount is paid at the time of contracting the service and must be expressly reflected in the contractual documentation.

Illustrative example: a move with a declared value of €15,000 has the first €3,000 covered by the included basic coverage; the surcharge is calculated on the remaining €12,000, resulting in a payment of €300 (2.5% of €12,000) for the Extended Value Declaration. If Total Coverage is contracted jointly, the applicable rate rises to 3% on said excess, resulting in €360.

Economic summary:

Option	Non-indemnifiable amount	Surcharge
Included basic coverage (up to €3,000)	€300 per service	Included in the price
Total Coverage (no amount borne, up to €3,000)	€0	€25 + VAT
Extended Value Declaration (goods above €3,000)	€300 per service	2.5% of declared value
Extended Value Declaration + Total Coverage	€0	3% of declared value
High-value individual item (above €3,000)	Specific conditions (section 4)	3% of item value

3.5. Nature of the Declaration of Value

The Declaration of Value constitutes a responsible statement by the client regarding the total estimated value of the transported goods. This declaration determines the maximum liability limit assumed by ByME Moving but does not presuppose or guarantee said amount as minimum indemnity in the event of an incident.

The client is responsible for the accuracy and truthfulness of the Declaration of Value made, in accordance with article 54 LCTTM. In the event of an incident, the client must reliably evidence the real value of the affected goods through invoices, appraisals, certificates or equivalent documentation. The indemnity will be calculated based on the proven real value, with the maximum being the declared and accepted value.

3.6. Mandatory inventory and individually declared items

To ensure the correct handling of any incident, the following inventory requirements are established:

• Basic coverage (up to €3,000): inventory selected via our platform by the client and sent by our operations team for the client to verify.
• Declared value between €3,000 and €10,000: the client must provide a simplified inventory of the main goods, i.e. those with high values.
• Declared value above €10,000: the client must provide a detailed inventory with identification and individual valuation of the main goods.

3.7. Principle of real value and proportionality

Indemnity for any damaged or lost item will be calculated based on the real replacement value of an equivalent item in the market at the time of the incident, with depreciation applied according to age, use and condition. ByME Moving may opt for repair, replacement with an equivalent item, or cash payment.

If, after the incident, the real total value of the transported goods is found to be significantly lower than the declared value, ByME Moving may proportionally adjust the indemnity applicable to the affected items. In case of demonstrably fraudulent declaration, ByME Moving may reject the indemnity.

3.8. Absolute maximum limit

The maximum amount covered per service may never exceed €50,000, unless expressly declared and accepted in advance in writing by ByME Moving. For shipments whose value exceeds this limit, specific case-by-case coverage will be required, subject to prior assessment.

Worked examples

To show clearly how the protection regime applies in real-world situations, here are five typical scenarios. Figures are indicative and only illustrate how the model works.

Example 1. Standard move with the included basic coverage

Maria moves to a studio in Madrid. Volume ≈ 8 m³, estimated value of her belongings ≈ €2,200. She picks the Plus plan with no extensions.

• Basic coverage of €3,000 included at no cost — it covers the furniture ByME packs and loss of complete packages.
• Amount borne by her if an incident occurs: €300 (only if something happens, never paid upfront).
• Total protection cost: €0.

Example 2. Family wanting full peace of mind: adds Total Coverage

The Pérez family moves a 4-bedroom flat. Estimated value ≈ €2,800. They pick Premium + Total Coverage (€25 + VAT).

• Basic coverage of €3,000 included.
• Total Coverage contracted: +€30.25 paid at booking.
• Amount borne by them on incident: €0. ByME assumes up to €3,000.
• Total protection cost: €30.25.

Example 3. Large move with a singular item: combined extensions

Juan declares a move with a total estimated value of €15,000, which includes an upright piano appraised at €8,000 (a single item above the threshold). He picks Premium + Extended Value Declaration + Total Coverage + Specific High-Value Coverage for the piano.

• Basic coverage of €3,000 included (on general belongings).
• Extended Value Declaration (€15,000 − €3,000 = €12,000 excess): €12,000 × 3 % = €360.
• Specific High-Value Coverage for the piano: €8,000 × 3 % = €240.
• On incident: €0 borne by him on general belongings (Total Coverage). The piano is protected for its full value (€8,000), independently.
• Total protection cost: €600. Covers €15,000 on general belongings + €8,000 in full on the piano.

Example 4. Valuable item not declared: consequence

Laura is moving a high-end acoustic guitar appraised at €5,000 but does not declare it before the service. She contracts the Premium plan with no specific extensions. During transport the guitar is damaged.

• Even though Laura later evidences with an invoice that the guitar was worth €5,000, because it was not declared before the service starts, coverage on that item is capped at €3,000.
• Of those €3,000, the amount borne by her (€300) is deducted once across the whole file.
• Practical lesson: any item worth more than €3,000 must be declared before the service, with invoice/appraisal, to activate the Specific High-Value Coverage. Otherwise it remains capped.

Example 5. How an indemnity is calculated against the amount borne by you

Carlos contracts the Plus plan with no extensions. After delivery he finds two damaged boxes with china (value €800) and a dining chair that ByME packed, damaged in transit (value €200).

• The 2 boxes were packed by him → in Plus, client-packed boxes are covered only against loss, not against internal damage. Not covered.
• The chair was packed by ByME's team → covered under Plus.
• Indemnifiable damage: €200 (chair).
• Amount borne by the client: €300 (once per file).
• Since €200 < €300, the damage is fully absorbed by the amount borne by him. Indemnity: €0.
• Practical lesson: if you expect frequent incidents with boxes you pack yourself, move up to Premium (covers contents of boxes we pack) or add Total Coverage to remove the €300 borne by you.

4. High-value individual items (above €3,000)

4.1. Obligation to declare

Any item whose individual value exceeds €3,000 must be expressly declared to the ByME Moving operator before the start of the service, regardless of the contracted service level and the total declared value of the move.

This obligation affects, among others, the following items:

• Artwork (paintings, sculptures, prints, antiques, collectibles).
• Jewellery, high-end watches and unique pieces.
• Musical instruments of value.
• Professional or high-end electronic equipment.
• Designer furniture, signed pieces and unique objects.
• Any other item whose individual value exceeds the established threshold.

4.2. Specific High-Value Coverage

Individual items whose value exceeds €3,000 (artwork, jewellery, watches, musical instruments, collectibles and similar) are protected through a Specific High-Value Coverage designed for this type of unique items.

How it works: this coverage is independent of the basic coverage and of the Extended Value Declaration. Each high-value item declared by the client is protected individually, for its full declared value, from the first euro and up to the accredited total.

Cost: 3% on the declared value of each item. This amount is paid at the time of contracting and is reflected in the service documentation.

Example: an artwork declared at €10,000 is protected for its full value of €10,000, with a coverage cost of €300 (3% of €10,000).

Relationship with the rest of the coverages: the Specific High-Value Coverage protects only the unique items declared as such. The rest of the move's goods (furniture, boxes, general belongings) remains protected by the included basic coverage or by the Extended Value Declaration, as applicable. Both coverages operate separately and do not overlap or offset each other.

4.3. Mandatory supporting documentation

To contract the Specific High-Value Coverage it is essential to provide, at the time of contracting, documentation evidencing the value of the item through one of the following documents:

• Original purchase invoice.
• Official appraisal issued by an accredited expert or surveyor.
• Authenticity certificate (for artwork or collectibles).
• Equivalent document evidencing professional valuation.

Without this documentation, ByME Moving reserves the right not to accept the specific coverage or to apply its own valuation based on contradictory appraisal. In the event of an incident, the indemnity will be limited to the value effectively evidenced and accepted at the time of contracting.

4.4. Consequences of failure to declare

If an item with an individual value above €3,000 has not been expressly declared to the ByME Moving operator before the start of the service, the coverage on such item will be limited to the maximum amount of €3,000, even if the client subsequently evidences a higher value. This limitation will apply even when the client had contracted an Extended Value Declaration covering, in overall terms, a higher amount.

ByME Moving recommends that the client review the inventory exhaustively before the start of the service to avoid indemnity limitations arising from failure to declare in advance.

5. Incident notification and processing procedure

For an incident to be admitted for processing by ByME Moving, the client must mandatorily comply with the requirements established in the following sections.

5.1. Written record at the time of delivery (apparent damage)

Apparent incidents or damage must be recorded in writing on the delivery documents signed by the client at the time of receipt of the goods (delivery note, delivery slip or equivalent document).

Signing the delivery note without reservations implies conformity with the apparent state of the received goods. Claims for apparent damage that do not appear recorded in such documents at the time of delivery will not be accepted.

5.2. Non-apparent damage

Non-apparent damage at the time of delivery (that which can only be ascertained after a detailed inspection) may be reported to ByME Moving within a maximum period of 7 (seven) calendar days from delivery, in accordance with article 60.1 LCTTM.

After this period without express communication by the client, the right to claim for non-apparent damage will be considered extinguished.

5.3. Single incident report per service

Each moving and transport service will give rise, where appropriate, to a single incident report listing all affected items. Fragmented, successive or supplementary claims on the same service will not be accepted once the initial report has been processed, unless justified cause for subsequent submission is evidenced.

5.4. Photographic record

The client must provide clear and sufficient photographs evidencing:

• The state of the packing upon arrival and, in particular, any visible damage to it.
• The damage suffered by the goods, with general and detail views.
• Any element that helps document the extent of the damage or the circumstances of the incident.

It is expressly recommended that photographs are taken before handling or removing the damaged packing.

5.5. Documentary evidence of value

The client must provide invoices, purchase receipts, appraisals, authenticity certificates or any official document evidencing the real value of the damaged or lost items at the time of the incident.

This requirement is mandatory. Without documentation that reliably evidences the value of the item, ByME Moving may:

• Reject the indemnity for the undocumented item.
• Apply its own valuation based on market criteria, which may be significantly lower than that claimed by the client.
• Offer repair or replacement of the item with an equivalent one, instead of cash payment.

For items covered by the Specific High-Value Coverage, the documentation provided at the time of contracting will serve as the basis for the indemnity, with applicable depreciation corrections.

5.6. Deadline for submission of complete documentation

The complete documentation of the incident (photographs, invoices, appraisals, detailed description and other supporting documents) must be submitted within a maximum period of 10 (ten) calendar days from the initial communication of the incident. After this period without submission of the documentation, the file will be archived.

5.7. Communication channel

Incident communications will be submitted through the channel designated by ByME Moving: reclamaciones@bymegroup.com. All documentation must be provided jointly and in an organised manner.

6. Processing and resolution

Once the complete documentation is received, ByME Moving will have a period of 10 (ten) business days to:

• Analyse the documentation provided and, where appropriate, perform internal expert assessment or request external assessment.
• Request additional information or documentation from the client if necessary.
• Communicate the resolution to the client, indicating whether the claim is accepted in full, in part, or dismissed, with the corresponding reasoning.

The indemnity, where appropriate, will be paid within a maximum period of 30 (thirty) calendar days from acceptance, deducting the non-indemnifiable amount borne by the client (€300), unless the client had contracted Total Coverage, or applying the specific conditions of the Specific High-Value Coverage where applicable.

ByME Moving may opt, alternatively to cash payment, for repair of the damaged item or its replacement with an equivalent item in the market.

7. General exclusions

The following are expressly excluded from coverage in any of its modalities:

• Damage pre-existing before contracting the service, not documented before the start of transport.
• Damage arising from inadequate, insufficient or defective packing performed by the client (except in the Premium service with packing performed by ByME Moving).
• Items with individual value above €3,000 not expressly declared in accordance with section 4.
• Indirect economic losses, loss of earnings, delays, alternative accommodation expenses or consequential damages.
• Damage caused by force majeure, including but not limited to: natural disasters, armed conflicts, riots, terrorist acts, administrative or judicial seizures.
• Cash, bearer securities, personal documents, keys, computer storage media and data contained therein.
• Pets, live animals, plants and perishable goods.
• Weapons, ammunition, flammable, explosive or hazardous materials.
• Damage arising from the inherent vice or nature of the goods (natural deterioration, oxidation, fermentation, etc.).

8. Grounds for dismissal

The following will be grounds for automatic dismissal of the claim:

• The absence of written reservation on the delivery document for apparent damage.
• Communication outside the established period for non-apparent damage (7 calendar days).
• Failure to provide complete documentation within the established period (10 calendar days from communication).
• Lack of photographs or documentary evidence of the value of the items.
• Lack of prior declaration of individual items with a value above €3,000 (with the quantitative limitation established in section 4.4).
• Detection of manipulation, falsehood or fraud in the documentation provided.
• Non-compliance by the client with the packing or prior declaration conditions established in this document.

9. Acceptance of conditions

The contracting of any ByME Moving service (Basic, Plus or Premium), as well as any of its complementary coverages, implies full acceptance of this Standard Procedure by the client, including the specific provisions relating to the Declaration of Value and to high-value individual items.

The client declares having read, understood and expressly accepted the conditions contained in this document, as well as its communication prior to contracting, through signing the corresponding contractual document.

10. Data protection, applicable law and jurisdiction

The processing of the client's personal data arising from the provision of the service and the handling of incidents will be governed by Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 on Personal Data Protection and Guarantee of Digital Rights, in accordance with the Privacy Policy published by ByME Moving.

This procedure and contractual relationships with the client will be governed by Spanish law, in particular by Law 15/2009, of 11 November, on the contract for the land transport of goods and, where applicable, by the Consolidated Text of the General Law for the Defence of Consumers and Users.

For the resolution of disputes, the client may opt to submit to the Arbitration Boards of Transport in accordance with Law 16/1987 on Land Transport Organisation, or to the competent Courts under applicable procedural legislation. In the case of consumer clients, the court of the consumer's domicile will be competent in accordance with article 90.2 TRLGDCU.