Terms and Conditions

1. Introduction

Welcome to the Terms and Conditions of ByME Transport and Relocation Group S.L. (hereinafter "ByME"), a company incorporated under Spanish law, with Tax ID B56917271 and registered office at Calle de Fuengirola 26, Arroyomolinos, Madrid, Spain.

This document governs the general conditions applicable to the contracting and provision of services offered by ByME, including — but not limited to — national and international moving, goods transport, logistics solutions, storage services, customs management and complementary services for both private clients (B2C) and businesses (B2B).

Reading and accepting this document is an essential requirement for contracting any moving, transport, logistics or storage service offered by the company, whether through digital, telephone or in-person channels.

2. Acceptance of Terms

Contracting any of our services implies full and unreserved acceptance of these Terms and Conditions, as well as any annex, quote, work order or delivery note that supplements or details the execution of the service.

The client acknowledges having read, understood and accepted these Terms before confirming their request. In the case of contracting on behalf of a company or legal entity, it is understood that the contracting person has sufficient capacity and authorisation to bind it under the terms established.

ByME reserves the right to modify these Terms at any time, without prejudice to the rights acquired by clients who have already contracted a service. Any modification will be notified through its publication on the website or through the usual contact channels.

3. Services Offered

ByME offers a comprehensive solution for moving, transport and logistics at national and international level, providing clients with a set of services adapted to the different needs of the residential, corporate and business market.

• National moves: Collection, transport and door-to-door delivery within Spanish territory.
• International moves: Intra-community services and import/export from and to third countries, with customs management and multimodal transit.
• Goods transport: Partial load (LTL) or full load (FTL) services, with route and fleet optimisation.
• Professional packing: Supply of materials, preparation, protection, disassembly and assembly of furniture and belongings for Plus and Premium options, as indicated in the quote.
• Documentary and customs management: Processing of official documents, visas, valued inventories and coordination with customs agents. It is entirely the client's responsibility to provide all documentation requested for the import and export service.
• Storage services: Custody of goods on a short, medium or long-term basis in secure facilities.
• Additional services: Parking permits, external crane hire, lifting platforms, handyman services, special transfers or reinforced protection.

ByME offers moving solutions for private clients, structured in tiered plans to facilitate the choice of desired level of assistance:

• Basic Plan: Includes transport, loading and unloading of boxes and furniture already prepared by the client only. Does not include packing or furniture disassembly/assembly.
• Plus Plan: Designed for those who need help with furniture. Includes furniture packing, disassembly and assembly, but the client packs their own items into boxes.
• Premium Plan: Full service. ByME handles absolutely everything: professional packing of furniture and items, loading, transport, assembly, unpacking, box opening and residual material collection.

All services are performed in a single working day, unless expressly agreed in writing. For shared delivery plans (5–10 day delivery), the delivery period is indicative and subject to logistical availability.

The specific details of each plan are reflected in the quote confirmed by the client through the digital platform or authorised channels. The contracted content takes precedence over any general interpretation.

Digital platform and online contracting

ByME provides clients with an interactive web platform that allows them to calculate personalised quotes, select specific services, enter origin and destination details, and manage additional extras simply and transparently.

By using the platform, the client accepts that:

• The data entered in the online form has contractual effects and will be used to plan the service.
• The generated quote has commercial validity and may be confirmed by the client through the integrated booking and payment system.
• Payment is made through the secure Stripe payment gateway, and its confirmation creates a contractual link between the client and ByME.
• ByME reserves the right to manually validate the data entered (volume, dates, addresses, etc.) before definitively confirming the service.

In the event of a discrepancy between the data provided on the platform and the operational reality detected during the service (higher volume, special access not indicated, etc.), ByME may adjust the quote, subject to validation and approval by the client.

ByME may adapt its services to the client's needs according to volume, urgency, destination, access conditions or the particularities of the move, subject to specific agreement reflected in the corresponding quote. Unless expressly agreed, all services will be performed in a single continuous working day.

4. Client Obligations

The client undertakes to:

• Provide origin and destination addresses truthfully and completely.
• Correctly declare the volume, content, nature and value of the goods to be transported.
• Not include prohibited items (weapons, drugs, flammable liquids, perishable food, etc.).
• Provide all required documentation for international services, including passports, visas, valued inventories, customs documents, etc.
• Make full payment for the service at least 72 hours before its execution. Otherwise, the company may suspend the service without obligation to refund.
• Inform at least 72 hours in advance in the event of requiring modification or cancellation of the service.
• Be present throughout the scheduled service day or ensure the availability of a responsible person with authority to make decisions during execution. The client acknowledges that services are performed entirely on the same day, unless multi-day execution has been expressly agreed in writing.

Important note: ByME is not responsible for delays, interruptions or pending work if the client or their representative is not present during the agreed working day. Requests for service continuation on subsequent days must be managed in advance and will be subject to operational availability and possible additional costs.

Regarding cancellations and modifications:

• Cancellations or modifications with less than 72 hours' notice will incur automatic penalties on the total amount:
• Between 72 and 48 hours: 25% penalty.
• Between 48 and 24 hours: 50% penalty.
• Less than 24 hours or if the team has already travelled: 100% penalty.
• Rescheduling is subject to availability and must be approved by the company in writing. It may entail additional costs if it involves significant logistical changes.
• If the client is not present at the origin or destination at the agreed time, this will be considered "unjustified absence" and a penalty of up to 100% of the amount may be applied.
• Amounts will not be refunded for services already started or partially executed, unless the error is attributable exclusively to the company.

5. Timelines and Subcontracting

Transit and delivery timelines communicated by ByME are indicative and subject to variations due to causes beyond the company's control, including but not limited to:

• Adverse weather conditions
• Traffic congestion or road blockages
• Customs inspections or government requirements
• Strikes, demonstrations or civil unrest
• Mechanical breakdowns or technical incidents
• Delays at ports or border crossings

In such cases, ByME will not be liable for any economic loss, contractual penalty or claim arising from non-compliance with timelines attributable to these force majeure circumstances or those outside its operational control.

The company may, without requiring prior client consent, subcontract the execution of the service in whole or in part to approved operators under its direct coordination. This subcontracting does not exempt ByME from its duty of diligence, but neither does it imply that the company must assume responsibilities outside the applicable legal framework.

ByME reserves the right to reassign the logistics operator based on criteria of operational efficiency, resource availability or service improvement, informing the client if required by the nature of the contracted service (for example, international transport with specific documentary requirements).

6. International Services

In international moving services, the client acknowledges that there are specific customs, tax and logistics regulations for each destination country. Therefore, they undertake to:

• Provide all documentation required by the authorities of the country of origin and destination, including passports, visas, detailed valued inventory, customs forms, residence certificates or consular deregistration, among others.
• Ensure that said documentation is truthful, up to date and delivered with sufficient advance notice for validation.
• Assume all costs associated with fees, duties, import/export taxes, special inspections, customs storage or charges arising from external administrative procedures.

ByME may assist the client in documentary preparation and customs management through accredited operators, without assuming ultimate responsibility for decisions by customs authorities or for delays, penalties or seizures arising from errors or omissions in the documentation provided by the client.

The client accepts that customs and tax regulations may be modified at any time by the competent authorities without prior notice. Therefore, any additional cost or logistical impediment arising from such modifications will be borne by the client.

ByME will not be liable for delivery delays caused by customs inspections, documentary validation delays, border blockages, regulatory changes or any other situation outside its direct control.

7. Storage

ByME offers temporary or long-term storage services in its own or approved third-party facilities with appropriate physical and electronic security systems.

• Goods will be stored under standard conditions of conservation and custody. Temperature or humidity control is not guaranteed unless expressly agreed in writing.
• The client declares that the stored goods do not include perishable, flammable, toxic, illegal or hazardous products. Otherwise, ByME may suspend or cancel the storage contract without refund or liability.
• Access to stored goods must be requested at least 48 hours in advance. Such access is subject to operational availability and may generate additional handling or container opening costs.
• In the event of non-payment exceeding 60 days, the company may exercise the right of retention in accordance with Article 1600 of the Spanish Civil Code, as well as apply late payment interest and costs arising from additional storage. This clause is established under Article 1,091 of the Civil Code, and in accordance with Article 82 of Royal Legislative Decree 1/2007, guaranteeing in all cases the client's right to be notified, to regularise the debt and to recover their goods before any disposition thereof. After 90 days from the due date without response to formal requests, ByME may initiate legally provided procedures for deposit, auction or donation, in accordance with current regulations and with respect for the principles of equity and good contractual faith.
• In the event of non-payment, the client will assume reasonable and duly justified costs arising from debt collection management, including, where applicable, administrative fees, additional storage services and necessary legal expenses. Under no circumstances will disproportionate or unrelated charges be applied, in accordance with Royal Legislative Decree 1/2007.
• ByME's liability for stored goods is limited to the terms established in the insurance and general liability clause (see section 8).

8. Insurance and Liability

ByME maintains the legally required coverage for transport and civil liability. However, liability for loss of or damage to transported or stored goods is limited in accordance with current legislation.

• We have compulsory civil liability and transport insurance in accordance with:
  • National scope: 1/3.33 of the IPREM per kilogram transported (Law 15/2009).
  • International scope: 8.33 SDR per kilogram (CMR Convention).
• Additionally, all our moves include goods insurance up to €10,000 with a €300 excess. If you wish to eliminate the excess, you can take out excess-free coverage with a small supplement. Contact us for more information.
• This coverage applies only to goods correctly inventoried, without prior damage and packed to professional standards.
• The company will not be liable for:
  • Internal damage not visible in appliances, electronic equipment or furniture without external signs.
  • Undeclared goods, items packed by the client or those exceeding legal limits.
  • Damage due to force majeure, natural disasters or factors beyond ByME's control.
  • Damage to building infrastructure (ramps, access routes, pavements, garages, gardens, doors, floors, etc.) occurring during transit or manoeuvres necessary for the move, especially when the client has expressly authorised their use to facilitate the service.
• Any claim for damage to building infrastructure must be duly justified with photographic and documentary evidence, and may require the intervention of an independent surveyor appointed by the insurer, the property, the community or the client. ByME will only assume liability where there is demonstrated direct fault in the incident, excluding construction defects, hidden vices or insufficient building resistance, which must be covered by the building insurance, developer or owners' community.
• The client may take out additional all-risk insurance formalised in writing, indicating the insured value and with a detailed inventory. This insurance will be quoted separately from the initial quote.
• ByME will not be liable for high-value items (jewellery, cash, art, important documents) if they have not been declared and expressly insured. See high-value goods exclusion.

What does our insurance generally cover?

• Visible physical damage during transport due to improper handling or logistics accident.
• Total or partial loss attributable to misplacement, theft or certified incident.
• Damage from vehicle collision, overturning or fire during transit.
• Incidents during loading and unloading performed by ByME personnel.

To process any claim, it is essential to note the damage on the delivery note at the time of receipt and provide photographic and documentary evidence within a maximum period of 7 calendar days. For infrastructure claims, a prior expert report may be required to determine origin and liability.

9. Cancellations and Rescheduling

The client may cancel or reschedule the contracted service by notifying ByME in writing. However, these actions are subject to the following conditions and penalties:

• Cancellation with more than 72 hours' notice: No penalty. The amount paid will be refunded minus any bank fees or administrative costs.
• Cancellation between 72 and 48 hours before the service: 25% penalty of the total amount.
• Cancellation between 48 and 24 hours before the service: 50% penalty of the total amount.
• Cancellation with less than 24 hours' notice: 75% penalty of the total amount.
• Cancellation on the day of service or after team arrival: 100% penalty. The service will be considered executed.

Additional conditions:

• Rescheduling requested with less than 48 hours' notice will be treated as cancellation and new booking, unless expressly accepted by ByME.
• Services contracted under special conditions (such as municipal permits, external cranes, customs procedures, etc.) are non-refundable once processed, even if the main service is cancelled.
• In the case of partial cancellation (for example, volume reduction or removal of additional services), proportional discounts will not apply if the request is made with less than 48 hours' notice.
• ByME reserves the right to cancel or reschedule the service due to force majeure (serious breakdowns, strikes, extreme weather conditions, etc.), refunding the client 100% of the amount paid if an alternative date cannot be offered.

Refund: Where a refund is due, it will be processed within a maximum of 14 calendar days, using the same payment method used by the client.

10. Complaints

In order to process any complaint related to damage, loss or incidents during the service, the client must follow the following procedure:

• All visible damage must be noted on the delivery note at the time of service completion.
• If such observation is not recorded on the delivery note, the delivery will be considered to have been made in perfect condition and subsequent claims will not be accepted.
• For damage not visible at the time of delivery (hidden damage), the client will have a maximum period of 7 calendar days from receipt to notify in writing, providing photographic evidence, a detailed description of the damage and a copy of the signed delivery note.
• Complaints must be sent through the following official channels:
• reclamaciones@bymegroup.com
• Verbal, informal or out-of-time complaints will not be accepted.

ByME undertakes to analyse each case individually and provide a reasoned response within a maximum of 15 business days from receipt of the complete documentation.

11. Limitations of Liability

ByME acts with the utmost diligence in providing its services. However, its liability is limited by law and expressly subject to the following exclusions and limitations:

• Packing not performed by ByME: We are not responsible for damage to items packed by the client, regardless of the material or method used.
• Undeclared goods: We do not assume liability for losses, damage or retention of goods not included in the provided inventory, or which have been omitted, concealed or misclassified by the client.
• Prohibited or restricted goods: The transport or storage of weapons, illegal substances, flammable or dangerous materials is entirely excluded from our liability, as well as any customs penalty or intervention that may arise, which will be borne entirely by the client.
• Electronic or delicate equipment: We do not cover internal damage or faults in appliances, electronic or technological devices if they do not present external physical damage attributable to negligent handling by ByME.
• Pre-existing structural damage: We are not liable for breakages or deterioration in furniture, appliances or goods that present prior defects, weakened structure, incorrect assembly or hidden vices not reported to personnel when collecting them.
• Third-party infrastructure damage: ByME does not assume liability for damage to ramps, pavements, garages, lobbies, gardens, doors, floors or any structural element of the property where manoeuvres are performed, especially when access has been indicated or authorised by the client. In such cases, any claim must be duly justified with photographic, documentary evidence and, where appropriate, an expert report determining the cause and liability.
• Delays beyond ByME's control: Damage or losses due to delays caused by weather, strikes, blockages, inspections, public road restrictions, municipal procedures or mechanical incidents not directly attributable to ByME are excluded.
• Force majeure: ByME is exempt from all liability in the event of natural disasters, pandemics, armed conflicts, border closures, terrorist acts, sabotage or other unforeseeable or unavoidable events that totally or partially prevent the provision of the contracted service.
• Consequential damages or loss of earnings: We do not assume liability under any circumstances for indirect economic losses, business interruptions, additional expenses, contractual penalties or any other damage arising from delays, loss or deterioration of transported goods.

ByME's liability is limited as indicated in section 8. Insurance and Liability, and its exercise will require full compliance with the requirements established in section 10. Complaints.

12. Additional Clauses

• Force majeure: ByME will not be liable for the impossibility or delay in providing services due to force majeure, such as pandemics, armed conflicts, natural disasters, government acts, border closures, mobility restrictions, international sanctions, strikes or logistical sabotage. In such cases, ByME may suspend, reschedule or cancel the service without penalty or obligation to compensate the client.
• Binding inventory: Only goods described in the valued inventory signed by both parties will be covered by the liability and insurance conditions. Any item not expressly included in said inventory will be considered outside coverage.
• High-value goods exclusion: High-value items such as jewellery, precious metals, cash, works of art, antiques, luxury watches, important legal or personal documents and portable electronic devices must be previously declared and insured in writing. Otherwise, the company will not assume any liability for damage, loss or theft.
• Special access costs: Any need for external crane hire, lifting platforms, municipal parking permits, transfers through narrow or inaccessible streets, as well as work at height or involving risk, are considered additional services. These must be quoted and contracted separately and are not included in the base moving rate.
• Retention for non-payment: In the event of total or partial non-payment and following formal payment demand, ByME may suspend the service and temporarily retain stored goods, in accordance with Article 1,600 of the Spanish Civil Code. This measure will be applied proportionately and reasonably, always guaranteeing consumer rights. Delivery of goods may be conditional upon payment of amounts due and duly justified.
• Assembly and disassembly: ByME will not be liable for damage arising from the disassembly or assembly of furniture, appliances, lamps, brackets or wall-mounted elements if such elements presented prior defects, poor installation or lack of access to original instructions or parts. The client assumes the risk of such operations unless expressly agreed with additional coverage.
• Changing customs regulations: The client acknowledges that customs and import regulations may change at any time without prior notice. Consequently, they accept responsibility for any cost, retention or delay arising from such changes, even if they occur after the service has been contracted.

13. Data Protection

ByME complies with the provisions of the General Data Protection Regulation (GDPR - EU Regulation 2016/679) and Spanish Organic Law 3/2018 on the Protection of Personal Data and guarantee of digital rights (LOPDGDD).

Personal data collected during the contracting or provision of our services will be processed lawfully, fairly and transparently, for legitimate purposes related to the management, execution and monitoring of the service, as well as for administrative and legal purposes.

For detailed information about the processing of personal data, data subject rights and security measures applied, please consult our Privacy Policy.

For queries, complaints or exercise of rights (access, rectification, erasure, objection, portability and restriction), you may contact our data protection officer at legal@bymegroup.com.

14. Applicable Law and Jurisdiction

This contract shall be governed and interpreted in accordance with the laws in force in the Kingdom of Spain and, where applicable, by EU regulations and international treaties applicable to transport, logistics and cross-border trade activities.

Among the applicable regulations, the following are included on a non-exhaustive basis:

• Law 15/2009, on the contract for the land transport of goods (Spain)
• Royal Decree 1211/1990 (Regulation of the Land Transport Organisation Law – LOTT)
• CMR Convention (Convention on the Contract for the International Carriage of Goods by Road)
• Regulation (EU) 952/2013 (Union Customs Code)
• European Directives on consumer protection and distance contracting
• Law 50/1980, Insurance Contract Act (Spain)

For intra-community operations, European regulations on the free movement of goods, intra-community VAT, and harmonisation of tax and customs regulations within the European Economic Area (EEA) shall also apply.

In the case of imports from third countries (outside the EU), the client accepts submission to the customs, tax and health requirements imposed by the authorities of the destination country, without ByME being able to assume liability for regulatory changes, border blockages or intervention of goods by official agents.

For the resolution of any dispute arising from this contract or the provision of services, both parties agree to submit to the jurisdiction of the Courts and Tribunals of Madrid (Spain), with express waiver of any other jurisdiction that may correspond, except in cases where consumer protection legislation mandatorily provides otherwise.

15. Alternative Dispute Resolution (ADR / ODR)

In compliance with Regulation (EU) No 524/2013 of the European Parliament and of the Council, on online dispute resolution for consumer disputes, the client is informed that, in the event of a dispute related to the electronic contracting of services offered by ByME, they may resort to an alternative dispute resolution platform.

The official European Commission platform for online dispute resolution (ODR) is available at: https://ec.europa.eu/consumers/odr

The client may also contact ByME for any clarification or pre-claim management through the following email addresses:

• info@bymegroup.com
• operations@bymegroup.com

Where consumer regulations permit, ByME may suggest or accept extrajudicial dispute resolution mechanisms, provided both parties expressly agree in writing.

16. Intellectual and Industrial Property

All content on this website, including but not limited to: designs, logos, trade names, registered trademarks, visual structure, colour combinations, navigation architecture, user interface, editorial content, images, illustrations, videos, downloadable documents, and associated source code, are the exclusive property of ByME Transport and Relocation Group S.L. or duly authorised third-party licensors.

In particular, the following names, domains and brands are protected by industrial and/or intellectual property rights: ByME, ByME Group, ByMEMoving, bymegroup.com, app.bymegroup.com and any graphically, phonetically or visually similar denomination that could lead to confusion or unauthorised commercial association.

It is expressly prohibited to reproduce, distribute, publicly communicate, transform, imitate or use in whole or in part any of the aforementioned elements without the prior written consent of ByME. This includes:

• Structural copying of the website, its forms, interface or navigation flow.
• The use of reverse engineering or scraping techniques to extract content or code.
• The use of similar brands or names for commercial, advertising or competitive purposes.
• The reproduction of screenshots or graphic content for promotional or comparative purposes.

Breach of this clause may give rise to ByME exercising all civil and criminal actions provided for by current legislation, including the request for injunctive measures, compensation for damages and the immediate cessation of the infringing activity.

17. Modifications to the General Conditions

ByME reserves the right to modify these general terms and conditions at any time, without prior notice, provided that such modifications do not affect services already contracted.

The new conditions will take effect from their publication on the official ByME website and will be applicable to all services contracted after that date. The client is recommended to periodically review the general conditions to stay informed of possible changes.

In the event that any provision of these conditions is declared null or unenforceable, the remaining provisions shall maintain their validity and effectiveness, unless the nullity or unenforceability affects an essential clause of the contract.

18. High-Value Goods Exclusion

ByME establishes specific policies regarding the management and liability for goods considered to be of high value. It is essential that these items are explicitly declared before the service to assess their transport or recommend suitable alternatives.

• Definition of high-value goods: High-value goods are those whose loss or damage would cause significant economic, emotional or documentary harm, including:
  • Jewellery, precious stones, noble metals and luxury watches.
  • Cash, securities, shares and financial documents.
  • Works of art, antiques and collector's items valued above €1,000.
  • Irreplaceable personal documents, property deeds or original manuscripts.
  • High-end electronic devices or professional equipment not specifically declared.
  • Items of extreme sentimental value or that are irreplaceable.
• Liability policy:
  • ByME does not assume liability for high-value goods not previously declared.
  • These items are expressly excluded from standard transport insurance coverage.
  • It is strongly recommended to personally transport these items or to contract specialised services.
• Procedure for high-value goods: If you need to transport these items:
  • ByME must be informed at least 7 days before the service.
  • A written declaration will be required including detailed description, estimated value and photographs.
  • The company will assess the possibility of transport with specific additional insurance, the cost of which will be calculated separately.
  • If transport is approved, special packing, custody and handling protocols will be established.
• Recommendations:
  • Personally and separately manage the transport of jewellery, money and important documents.
  • Obtain professional valuations of antiques, works of art and collector's items before the service.
  • Consider specialised services for transporting extremely valuable or fragile items.
  • Make digital copies of important documents and store them in secure locations.

This policy is designed to protect both the client's and ByME's interests, ensuring maximum transparency regarding our responsibilities and limitations. The declaration of high-value goods does not automatically guarantee their acceptance for transport, this being at ByME's discretion on a case-by-case basis.

19. Access Conditions and Infrastructure Damage

The client guarantees that the loading and unloading areas, building access routes, garages, ramps, courtyards, gardens, pavements, lobbies, lifts, corridors and any infrastructure that ByME's personnel or vehicles must use to carry out the service are in good condition, structurally sound and capable of supporting the weight and manoeuvres typical of a move.

Common examples include: Pavements and tarmac with adequate resistance for the passage or temporary parking of trucks, ramps without subsidence or cracks, lobbies without significant fissures in skirting boards or ceilings, and lifts with sufficient certified capacity for the items to be transported.

• Exoneration of liability: ByME will not be liable for subsidence, breakages, cracks, tile lifting, damage to tarmac, ramps, kerbs, lobbies or any other infrastructure when such damage is a consequence of prior construction defects, lack of adequate maintenance or insufficient resistance for the intended use in a standard move.
• Client obligation: The client undertakes to inform ByME in advance and in writing of any circumstance that limits or affects the resistance of access infrastructure, such as deteriorated pavements, recently installed floors without the necessary setting time, garage ramps with restricted maximum loads, old lobbies or those susceptible to deterioration.
• In the event of omission, the client will assume all repair or indemnification costs for damage to said infrastructure, expressly exonerating ByME from any claim on this account.
• ByME may refuse or reschedule the service if, in the reasonable judgement of its personnel, there are significant risks to the integrity of the building, equipment or the goods being moved.

Operational note: For the greater security of both parties, the ByME team may carry out a prior visual inspection and take photographs or notes of the condition of access routes and infrastructure before beginning the service, which will serve as evidence of the initial state in the event of subsequent disputes.