Shipment Protection

1. Object and nature of the service

This document regulates the general conditions for the provision of transport and removals services by ByME Moving, as well as the liability regime assumed by the company towards the client with respect to the transported goods.

ByME Moving is a transport and removals company operating under Spanish Law 15/2009, of 11 November, on the inland goods transport contract (hereinafter, LCTTM). The liability regime described in this document is based on articles 47 and following of said Law, as well as, specifically, 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 entity vis-à-vis 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 distinct service tiers with different material scopes of coverage. The choice of service tier determines the nature and extent of the liability assumed by ByME Moving over the transported goods.

2.1. Summary of service tiers

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 the contents nor to individually considered items.
PLUS	Transport, loading, unloading and professional packing of furniture. The packing of box contents is performed by the client.	Damage to furniture packed by ByME Moving + total loss of complete packages. Boxes packed by the client are covered only against loss, not against internal damage to their contents.
PREMIUM	Integral service: transport, loading, unloading, packing and unpacking performed by ByME Moving.	Damage and losses on all transported goods, including the contents of boxes packed by ByME Moving, within the quantitative limits contracted.

2.2. Basic service

In the Basic service, ByME Moving limits its scope to transport, loading and unloading of the goods. The packing of all goods 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 the goods directly resulting from a proven incident involving the transport vehicle (fire, accident, overturning, etc.).

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.
• Breakage or deterioration caused by the contents themselves shifting within poorly conditioned boxes.

2.3. Plus service

In the Plus service, ByME Moving assumes transport, loading, unloading and professional packing and unpacking of furniture. The packing of the contents of boxes (crockery, books, clothing, personal items, etc.) remains the responsibility of the client.

The coverage assumed by ByME Moving in the Plus service includes:

• Damage to furniture packed and unpacked directly by ByME Moving's personnel.
• Total loss of complete packages.
• Damage arising from a proven incident involving the transport vehicle.

Excluded in the Plus service:

• Damage to the contents of boxes packed by the client. Such boxes are covered only against loss, not against internal damage.
• Damage to items concealed inside boxes that were not expressly declared.

2.4. Premium service

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

The coverage assumed by ByME Moving in the Premium service includes:

• Damage and losses on all transported goods, packed by ByME Moving's team.
• Damage to the contents of boxes packed by ByME Moving.
• Total or partial loss of packages.

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

3. Economic coverages: three tiers available

Regardless of the service tier contracted (Basic, Plus or Premium), ByME Moving offers three levels of economic coverage against incidents: Standard (included at no cost), Total (removes the client's non-indemnifiable amount), and Extended (for goods exceeding €3,000).

3.1. Standard Coverage (included at no additional cost)

All services contracted with ByME Moving include, at no additional cost, a Standard Coverage of up to €3,000 (three thousand euros) per service, within the material scope corresponding to the chosen service tier.

This coverage does not require express contracting and is understood to be included in the price of the transport service. In the event of a covered incident, the client will bear a non-indemnifiable amount of €300 (three hundred euros) per service, applied once per file regardless of the number of items affected.

The amount borne by the client (€300) is not paid in advance: it is only deducted from the corresponding indemnification in the event of an incident.

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

The client may contract Total Coverage by paying a supplement of €25 + VAT (twenty-five euros plus Value Added Tax) on the price of the service.

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 are met. The maximum indemnification limit per service remains at €3,000.

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.

3.3. Extended Coverage (goods exceeding €3,000)

When the total estimated value of the goods to be transported exceeds €3,000, the client may contract Extended Coverage, which combines two elements in a single product:

• Elevation of the maximum liability limit assumed by ByME Moving to the declared amount, in accordance with article 61 LCTTM (Declaration of Value).
• Removal of the €300 non-indemnifiable amount borne by the client (equivalent to Total Coverage included).

The surcharge for Extended Coverage is 3% (three percent) on the portion of the declared value exceeding the €3,000 already covered by the Standard Coverage. This amount is paid at the time of contracting and is reflected in the contractual documentation.

Illustrative example: a move with a declared value of €15,000 has the first €3,000 covered by the Standard Coverage; the surcharge is calculated on the remaining €12,000 of excess, resulting in €360 (3% of €12,000) for Extended Coverage. With this, the client is protected up to €15,000 in the event of an incident and does not bear the €300 amount.

3.4. Economic summary

Coverage	Amount borne by the client	Surcharge	Maximum limit
Standard (included)	€300 per service	Included in the price	Up to €3,000
Total	€0	€25 + VAT	Up to €3,000
Extended	€0	3% + VAT on excess over €3,000	Up to declared 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 it does not presume or guarantee said amount as a minimum indemnification 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 substantiate the real value of the affected goods through invoices, appraisals, certificates or equivalent documentation. Indemnification will be calculated based on the proven real value, with the maximum limit being the declared and accepted value.

3.6. Mandatory inventory

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

• Standard and Total Coverage (up to €3,000): inventory selected by the client through our platform and validated by our operations team before the service.
• Extended Coverage with declared value between €3,000 and €10,000: the client must provide a simplified inventory of the main goods (those with the highest unit value).
• Extended Coverage with declared value exceeding €10,000: the client must provide a detailed inventory with individual identification and valuation of the main goods. Our operations team will contact the client once the service has been contracted to coordinate the collection of this documentation.

3.7. Principle of real value and proportionality

The indemnification for any damaged or lost item will be calculated according to the real replacement value by an equivalent item in the market at the time of the incident, less the depreciation corresponding to its age, use and condition. ByME Moving may opt, at its discretion and always within the corresponding amount, for (i) repair of the damaged item, (ii) replacement by an equivalent item, or (iii) cash payment of the indemnification by bank transfer to the contract holder. In accordance with Spanish legislation in force (Anti-Fraud Law 11/2021), cash payments are limited to €1,000; above that amount, payment will be made exclusively by bank transfer, with documentary record of the transaction.

If, after the incident, it is found that the total real value of the transported goods was significantly lower than the declared value, ByME Moving may proportionally adjust the indemnification applicable to the affected items. In the case of a proven manifestly fraudulent declaration, ByME Moving may reject the indemnification in its entirety and reserve the corresponding legal actions.

3.8. Absolute maximum limit

The maximum amount covered per service may not exceed, in any case, €50,000, except by express declaration and prior written acceptance by ByME Moving. For shipments whose value exceeds said limit, a specific case-by-case agreement will be necessary, subject to prior study by our operations team.

Practical cases

The following five typical scenarios illustrate how the protection regime applies in real situations. The figures are illustrative and show the operation of the model. Amounts paid at contracting include the applicable VAT (21%) unless expressly indicated otherwise.

Case 1. Standard move with included Standard Coverage

María moves into a studio in Madrid. Volume ≈ 8 m³, estimated value of her belongings ≈ €2,200. She contracts the Plus plan without extensions.

• Standard Coverage of €3,000 included at no cost — covers the furniture that ByME packs and the loss of packages.
• Amount borne by the client in the event of an incident: €300 (only if something happens; not paid in advance).
• Total cost of protection: €0.

Case 2. Family wanting peace of mind: contracts Total Coverage

The Pérez family moves a 4-bedroom apartment. Estimated value ≈ €2,800. They contract the Premium plan + Total Coverage.

• Standard Coverage of €3,000 included.
• Total Coverage contracted: €25 + 21% VAT = €30.25 paid at contracting (VAT included).
• Amount borne by the client in the event of an incident: €0. ByME assumes the indemnification up to €3,000.
• Total cost of protection: €30.25 (VAT included).

Case 3. Move of higher value: contracts Extended Coverage

Juan declares a move with a total estimated value of €15,000, within which he is moving an upright piano, a book collection and designer furniture. He contracts the Premium plan + Extended Coverage.

• The first €3,000 are covered by the included Standard Coverage.
• Extended surcharge: €12,000 (excess) × 3% = €360 + 21% VAT = €435.60 paid at contracting (VAT included).
• Once Extended Coverage is contracted, ByME Moving's operations team will contact the client to collect the detailed inventory and documentation of the main goods (piano invoice, photos of the furniture, etc.). This information is what allows the value to be substantiated in the event of an incident.
• If an incident occurs: €0 borne by the client (Extended Coverage removes the €300 amount). Coverage up to the declared value of €15,000.
• Total cost of protection: €435.60 (VAT included).

Case 4. Valuable individual item not declared: consequence

Laura is moving a high-end acoustic guitar valued at €5,000. She contracts the Premium plan declaring an overall value for her move of €2,500, without contracting Total or Extended Coverage — she therefore remains covered solely by the included Standard Coverage (up to €3,000). During transport, the guitar suffers damage.

• Although the client later substantiates with an invoice that the guitar was worth €5,000, the indemnification is capped at the standard limit of €3,000, since no higher total value was declared in advance and Extended Coverage was not contracted.
• From those €3,000, the amount borne by the client (€300) is deducted once in the overall file.
• Practical lesson: any item with a unit value exceeding €3,000 requires the client to contract Extended Coverage and declare the real total value before the service. Otherwise, the indemnification is limited to the standard limit of €3,000.

Case 5. How an indemnification is calculated with the amount borne by the client

Carlos contracts the Plus plan without Total or Extended Coverage (he remains covered by the included Standard Coverage). After delivery, he discovers two damaged boxes with crockery (value €800) and a dining chair that the ByME team packed, damaged in transit (value €200).

• The two boxes were packed by the client himself → in the Plus plan, client-packed boxes are only covered against loss, not against internal damage. Not covered.
• The chair was packed by the ByME team → covered under Plus.
• Indemnifiable damage: €200 (chair).
• Amount borne by the client: €300 (only once per file).
• Since €200 < €300, the damage is fully absorbed by the amount borne by the client. Indemnification: €0.
• Practical lesson: when the client anticipates many boxes with fragile contents, they should consider upgrading to the Premium plan (covers the contents of the boxes packed by ByME) or contracting Total Coverage to eliminate the €300 amount borne by the client.

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

4.1. Obligation of declaration

Any item whose individual value exceeds €3,000 must be identified and communicated to ByME Moving before the start of the service, regardless of the service tier contracted (Basic, Plus or Premium).

This obligation affects, among others, the following goods:

• Works of art (paintings, sculptures, prints, antiques, collector's items).
• Jewellery, high-end watches and unique pieces.
• Valuable musical instruments.
• 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. Applicable coverage and procedure

When the client has individual items with a value exceeding €3,000, they must contract Extended Coverage (section 3.3) and declare a total value covering the entirety of the goods, including such unique items.

Once Extended Coverage has been contracted, our operations team will contact the client to coordinate the collection of the documentation needed to substantiate the value of the main items. The provision of this documentation, within the reasonable time indicated, is an indispensable condition for the item to be effectively covered up to its declared value.

4.3. Required documentation

For each item with an individual value exceeding €3,000, the client must provide — upon request from ByME Moving's operations team — one of the following documents:

• Original purchase invoice.
• Official appraisal issued by an accredited expert or appraiser.
• Certificate of authenticity (for works of art or collector's items).
• Equivalent document substantiating professional valuation.
• Detailed photographic record of the item before loading (recommended in all cases).

Without this documentation, ByME Moving may apply its own valuation according to market criteria or limit the indemnification to the value effectively substantiated, which may be significantly lower than that claimed by the client.

4.4. Consequences of failure to declare in advance

If an item with an individual value exceeding €3,000 has not been declared to ByME Moving before the start of the service, or if the client has not contracted Extended Coverage for goods whose total value exceeds €3,000, the coverage on such item will be limited to the maximum amount of €3,000 by application of the Standard Coverage, even if the client subsequently substantiates a higher value.

This limitation will apply even when the client substantiates a higher value via invoice or appraisal after the incident. ByME Moving recommends that the client exhaustively reviews the inventory before the start of the service to avoid indemnification limitations arising from failure to declare in advance.

4.5. Special cases (case-by-case study)

For moves with unique items of especially high value (works of art, collections, unique pieces) or with a total value exceeding €50,000, ByME Moving may offer specific coverage conditions through express written agreement prior to the service. The request must be made with sufficient advance notice to allow risk assessment by our operations team.

5. Procedure for incident communication and processing

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

5.1. Documentary evidence at the time of delivery (visible damage)

Incidents or visible damage must be reflected in writing in the delivery documents signed by the client at the time of receipt of the goods (delivery note, delivery slip or equivalent document).

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

5.2. Non-visible damage

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

Once said period has elapsed without express communication from the client, the right to claim for non-visible damage will be considered forfeited.

5.3. Single incident report per service

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

5.4. Photographic record

The client must provide clear and sufficient photographs substantiating:

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

It is expressly recommended that the photographs be taken before handling or removing the damaged packaging.

5.5. Documentary justification of value

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

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

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

In the case of items covered by Extended Coverage and declared as high-value items, the documentation provided at the time of contracting will serve as the basis for indemnification, with the depreciation corrections that may apply.

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. Once this period has elapsed without provision of the documentation, the file will be archived.

5.7. Communication channel

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

Alternative customer-care channels (telephone, WhatsApp, virtual assistant chat, social media and similar) are of purely informational and orientative nature. Formal claims and any communications intended to produce legal effects vis-à-vis ByME Moving (incident notification, submission of documentation, declarations of value, reservations on delivery notes, etc.) will only be considered validly received when submitted in writing to the email channel indicated above or, where applicable, through the client's private area. Documentary traceability is an indispensable condition for the processing of any file.

6. Processing and resolution

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

• Analyse the documentation provided and, where appropriate, conduct internal expert assessment or request external expert 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 rejected, with the corresponding reasoning.

The indemnification, when due, will be paid within a maximum period of 30 (thirty) calendar days from acceptance, with the non-indemnifiable amount borne by the client (€300) deducted, unless the client had contracted Total Coverage or Extended Coverage, modalities in which such amount does not apply.

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

7. General exclusions

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

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

8. Grounds for rejection

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

• The absence of written reservation in the delivery document for visible damage.
• Communication outside the established period for non-visible damage (7 calendar days).
• Failure to provide complete documentation within the established period (10 calendar days from communication).
• Lack of photographs or supporting documentation of the value of the goods.
• Lack of prior declaration of individual items with a value exceeding €3,000 (with the quantitative limitation established in section 4.4).
• Detection of manipulation, falsehood or fraud in the documentation provided.
• Breach by the client of 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 (Total or Extended), implies the 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 their communication prior to contracting, through the signing of 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 processing of incidents will be governed by Regulation (EU) 2016/679 (GDPR) and the Spanish Organic Law 3/2018 on the Protection of Personal Data and Guarantee of Digital Rights, in accordance with the Privacy Policy published by ByME Moving.

This procedure and the contractual relationships with the client will be governed by Spanish law, in particular by Law 15/2009, of 11 November, on the inland goods transport contract 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 Transport Arbitration Boards in accordance with Law 16/1987 on the Organisation of Inland Transport, or to the competent Courts in accordance with the applicable procedural legislation. In the case of consumer clients, the court of the consumer's domicile shall be competent in accordance with article 90.2 TRLGDCU.

11. Modifications, prescription and general provisions

11.1. Modification of conditions

ByME Moving reserves the right to modify this Standard Procedure (including amounts, percentages, economic thresholds, deadlines and operational conditions) at any time, by publishing the updated version on its corporate website. Services already contracted prior to the entry into force of the modification will be fully governed by the version of the document in force at the time of signing the contract. The date of the last update is indicated in the document header.

11.2. Manifest errors

In the event of detecting manifest typographical errors, obvious omissions or discrepancies between the published content and the amounts agreed contractually, the contractual documentation signed by the parties shall prevail. Clearly erroneous prices or amounts published on the website (for example, an obviously incorrect figure resulting from a technical error) will not bind ByME Moving, without prejudice to the client's right to withdraw from the service in such cases.

11.3. Prescription of actions

In accordance with article 79 of Law 15/2009 (LCTTM), actions arising from the transport contract are time-barred within a period of one (1) year from the delivery of the goods or from the date on which they should have been delivered. Once said period has elapsed without a duly formulated judicial or equivalent claim, the client's right to claim against ByME Moving will lapse.

11.4. Contradictory appraisal

When there is a reasonable divergence between the valuation of the damaged or lost item provided by the client and the valuation made by ByME Moving or its expert, the parties may submit the matter to a contradictory appraisal carried out by a third-party independent expert appointed by mutual agreement. The costs of the expert assessment will be borne equally, unless otherwise agreed. The result of the appraisal will be binding on both parties for the purposes of quantifying the indemnification, without prejudice to the right to submit the dispute to the competent jurisdiction.

11.5. Case-by-case coverage for unforeseen circumstances

For situations not expressly covered in this document (international services, moves with specialised handling, extended storage, unique items of especially high value, unusual access conditions at origin or destination, etc.), ByME Moving may offer specific conditions through express written agreement prior to the service. Without such agreement, the general conditions of this document will govern within the established quantitative and material limits.

11.6. Good faith of the client and fraud prevention

The client commits to acting in good faith in their declarations of value, description of the inventory and communication of incidents. Deliberate overvaluation, duplication of claims (for example, before ByME Moving and simultaneously before a home insurance for the same items), submission of falsified documentation, simulation of damage or any other analogous conduct will give rise to the full rejection of the file, without prejudice to ByME Moving's right to exercise the corresponding civil or criminal actions, including the claim for management costs incurred.

11.7. Recommendation of prior photographic inventory

ByME Moving expressly recommends that the client makes a photographic record of the main goods before the start of the service, especially when these are goods packed by the client themselves or unique-value goods. The absence of this photographic record does not exclude coverage, but may hinder the substantiation of the prior condition of the item in the event of an incident and, therefore, may affect the indemnification amount in accordance with the principle of proven real value.

11.8. General limitation of liability

Except in cases of proven wilful misconduct or gross negligence attributable to ByME Moving or its personnel, ByME Moving's liability is limited to the amounts, cases and procedures described in this document. ByME Moving shall in no case be liable for indirect damages, loss of profits, loss of opportunity, moral damages or any other harm exceeding the proven real value of the damaged or lost item. This limitation applies with full respect for the inalienable rights that consumer legislation recognises to the client when they have the status of consumer.

11.9. Validity and partial nullity

If any clause of this document is declared null, ineffective or inapplicable by a final administrative or judicial resolution, such nullity will not affect the validity of the remaining clauses, which will maintain their full effectiveness. The parties commit to replacing the affected clause by another that pursues the same economic purpose within the applicable legal framework.

11.10. Communications between the parties

Unless expressly indicated otherwise, communications between ByME Moving and the client that produce legal effects (incident notifications, claims, declarations of value, contractual modifications, etc.) will be made through the formal electronic channels provided at the time of contracting: email, client's private area and contractual messaging. These channels guarantee documentary traceability and constitute proof of the communication for all purposes.

Complementary customer-care channels (telephone, WhatsApp, virtual assistant chat based on artificial intelligence, social media and similar) are of exclusively informational nature. Responses or indications provided through these channels have an orientative character and do not replace or modify the content of this document nor the signed contractual documentation. In particular, the responses of the AI virtual assistant do not bind ByME Moving, given its automated nature.

The client commits to keeping their contact information updated and to reviewing with due diligence the communications received during the provision of the service and the claim periods.