Legal Information

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 CIF 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 moves, goods transport, logistics solutions, storage services, customs management and complementary services for both individual clients (B2C) and companies (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 means.

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 complements or details the execution of the service.

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

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 publication on the website or through usual contact channels.

3. Services Offered

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

• National moves: door-to-door collection, transport and delivery within Spanish territory.
• International moves: intra-community services and import/export from and to third countries, with customs management and multimodal transit.
• Freight transport: partial load (LTL) or full load (FTL) services, with route and fleet optimization.
• Professional packing: material supply, preparation, protection, disassembly and assembly of furniture and belongings for Plus and Premium options, according to the conditions indicated in the quote.
• Document and customs management: processing of official documents, visas, valued inventories and coordination with customs agents. It remains entirely in the client's hands to provide all requested documentation to carry out the import and export of the service.
• Storage services: custody of goods for short, medium or long term in secure facilities.
• Additional services: parking permits, use of external cranes, lifting platforms, handyman service, special transfers or reinforced protection.

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

• Basic Plan: includes only transport, loading and unloading of boxes and furniture already prepared by the client. Does not include packing or furniture disassembly/assembly.
• Plus Plan: designed for those who require help with furniture. Includes packing, disassembly and assembly, but the client packs their objects in their own boxes.
• Premium Plan: comprehensive service. ByME takes care of absolutely everything: professional packing of furniture and objects, loading, transport, assembly, unpacking, box opening and collection of residual material.

All services are carried out in a single day, unless expressly agreed in writing. In shared plans (delivery in 5–10 days), the delivery time is indicative and is subject to logistics availability.

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

Digital platform and online contracting

ByME provides its clients with an interactive web platform that allows calculating personalized quotes, selecting specific services, entering origin and destination data, and managing additional extras in a simple and transparent way.

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 reservation and payment system.
• Payment is made through the secure Stripe gateway, and its confirmation generates a contractual link between the client and ByME.
• ByME reserves the right to manually validate the entered data (volume, dates, addresses, etc.) before definitively confirming the service.

In case of 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 transfer particularities, under specific agreement reflected in the corresponding quote.

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

4. Client Obligations

The client commits to:

• Provide origin and destination addresses truthfully and completely.
• Correctly declare the volume, content, nature and value of the goods to be moved.
• Not include prohibited objects (weapons, drugs, flammable liquids, perishable food, etc.).
• Provide all required documentation for international services, including passports, visas, valued inventories, customs documents, etc.
• Make payment for the complete service at least 72 hours before its execution. Otherwise, the company may suspend the service without refund obligation.
• Inform with at least 72 hours notice in case of requiring modification or cancellation of the service.
• Be present during the entire scheduled day of service or guarantee the availability of a responsible person with authority to make decisions during execution. The client acknowledges that services are carried out entirely on the same day, unless expressly agreed in writing for execution in several phases or days.

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

About cancellations and modifications:

• Cancellations or modifications with less than 72h notice will involve automatic penalties on the total amount:
• Between 72 and 48 hours: 25% penalty.
• Between 48 and 24 hours: 50% penalty.
• With less than 24 hours or if the team has already traveled: 100% penalty.
• Rescheduling is subject to availability and must be approved by the company in writing. May involve additional costs if they imply significant logistical changes.
• If the client is not present at the origin or destination location at the agreed time, it will be considered "unjustified absence" and a penalty of up to 100% of the amount may apply.
• No amounts will be refunded for services already initiated or partially executed, except for errors attributable exclusively to the company.

5. Deadlines and Subcontracting

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

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

In such cases, ByME will not be responsible for any economic damage, contractual penalty or claim derived from non-compliance with deadlines attributable to these force majeure circumstances or outside its operational control.

The company may, without requiring prior consent from the client, subcontract totally or partially the execution of the service 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 commit to:

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

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

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

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

7. Storage

ByME offers temporary or extended storage services in own facilities or approved third parties that have adequate physical and electronic security systems.

• Goods will be stored under standard conservation and custody conditions. No temperature or humidity control is guaranteed unless expressly agreed in writing.
• The client declares that stored goods do not include perishable, flammable, toxic, illegal or risk products. Otherwise, ByME may suspend or cancel the storage contract without refund or responsibility.
• Access to stored goods must be requested with at least 48 hours notice. Such access is subject to operational availability and may generate additional handling or container opening costs.
• In case of non-payment exceeding 60 days, the company may exercise the right of retention in accordance with article 1600 of the Civil Code, as well as apply interest for delay and costs derived from additional storage. This clause is established under article 1.091 of the Civil Code, and in accordance with article 82 of Royal Decree-Law 1/2007, guaranteeing in all cases the client's right to be notified, to regularize the debt and to recover their goods before any disposal of them. After 90 days from maturity without response to requirements, ByME may initiate legally provided procedures for their deposit, auction or donation, in accordance with current regulations and with respect to principles of equity and contractual good faith.
• In case of non-payment, the client will assume reasonable and duly justified costs derived from collection management, including, where applicable, administrative fees, additional storage services and necessary legal expenses. In no case will disproportionate charges or those unrelated to direct management of non-compliance be applied, in accordance with provisions in Royal Decree-Law 1/2007.
• ByME's responsibility for stored goods is limited to the terms established in the insurance and general liability clause (see section 8).

8. Insurance and Liability

ByME has the legal coverage required in matters of transport and civil liability. However, responsibility for loss or damage of goods transported or stored is limited in accordance with current regulations.

• We have mandatory civil liability and transport insurance in accordance with:
  • National scope: 1/3.33 of 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 €300 deductible. If you wish to remove the deductible, you can contract coverage without deductible with a small supplement. Contact us for more information.
• These coverages apply only to goods correctly inventoried, without previous damage and packed according to professional standards.
• The company will not be responsible for:
  • Internal damage not visible in appliances, electronic equipment or furniture without external signs.
  • Undeclared goods, packed by the client or that exceed legal limits.
  • Damage due to force majeure, natural disasters or factors beyond ByME's control.
  • Damage to property infrastructure (ramps, access, sidewalks, garages, gardens, doors, floors, etc.) produced during transit or maneuvers necessary for the move, especially when the client has expressly authorized their use to facilitate the service.
• Any claim for damage to property infrastructure must be duly justified by photographic and documentary evidence, and may require intervention of an independent expert designated by the insurer, property, community or client. ByME will only assume responsibility in case of proven direct fault in the incident, excluding construction defects, hidden defects or lack of building resistance, which must be covered by building insurance, developer or homeowners association.
• The client may contract additional all-risk insurance formalized in writing, indicating the insured value and with detailed inventory. This insurance will be quoted separately from the initial quote.
• ByME will not be responsible for high-value objects (jewelry, money, art, important documents) if they have not been declared and expressly insured. See high-value goods exclusion.

What does our insurance cover in general terms?

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

To manage any claim, it is essential to note the damage on the delivery receipt at the time of reception and provide photographic and documentary evidence within a maximum period of 7 calendar days. In infrastructure claims, expert opinion may be required prior to determining origin and responsibility.

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 paid amount will be refunded deducting possible bank commissions or administrative expenses.
• Cancellation between 72 and 48 hours before service: 25% penalty of total amount.
• Cancellation between 48 and 24 hours before service: 50% penalty of total amount.
• Cancellation with less than 24 hours notice: 75% penalty of total amount.
• Cancellation on the same day of service or after team arrival: 100% penalty of amount. It will be considered service executed.

Additional conditions:

• Rescheduling requested with less than 48 hours will be considered cancellation and new contracting, except express acceptance by ByME.
• Services contracted under special conditions (such as municipal permits, external cranes, customs procedures, etc.) are not refundable once processed, even if the main service is cancelled.
• In case of partial cancellation (for example, volume reduction or elimination of additional services), no proportional discounts will apply if the request is made with less than 48h notice.
• ByME reserves the right to cancel or reschedule the service due to force majeure causes (serious breakdowns, strikes, extreme weather conditions, etc.), refunding the client 100% of the paid amount if no alternative date can be offered.

Refund: In case of corresponding refund, this will be processed within a maximum period of 14 calendar days, using the same payment method used by the client.

10. Claims

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

• Any visible damage must be noted on the delivery receipt at the time of service completion.
• If such observation is not recorded on the receipt, it will be considered that the delivery has been made in perfect condition and no subsequent claims will 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 reception to notify it in writing, providing photographic evidence, detailed description of damage and copy of signed delivery receipt.
• Claims must be sent through the following official channels:
• claims@bymegroup.com
• No verbal, informal or out-of-deadline claims will be accepted.

ByME commits to analyze each case individually and offer a reasoned response within a maximum period of 15 business days from receipt of complete documentation.

11. Liability Limitations

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

• Packing not performed by ByME: We are not responsible for damage to objects packed by the client, whatever the material or method used.
• Undeclared goods: We do not assume responsibility for losses, damage or retention of goods not included in the provided inventory, or that have been omitted, hidden or misclassified by the client.
• Prohibited or restricted goods: Transport or storage of weapons, illegal substances, flammable or dangerous materials is totally excluded from our responsibility, as well as any sanction or customs intervention that may derive, which will be assumed entirely by the client.
• Electronic or delicate equipment: We do not cover internal damage or failures 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 do not respond for breakage or deterioration in furniture, appliances or belongings that present previous defects, weakened structure, incorrect assembly or hidden defects not reported to personnel when collecting them.
• Damage to external infrastructure: ByME does not assume responsibility for damage to ramps, sidewalks, garages, portals, gardens, doors, floors or any structural element of the building where maneuvers are performed, especially when access has been indicated or authorized by the client. In these cases, any claim must be duly justified by photographic, documentary evidence and, where applicable, expert opinion that determines cause and responsibility.
• Delays not attributable to ByME: Damage or losses due to delays caused by weather causes, strikes, blockages, inspections, public road retention, municipal procedures or mechanical incidents not directly attributable to ByME are excluded.
• Fortuitous cases and force majeure: ByME is exempt from all responsibility in case of natural disasters, pandemics, armed conflicts, border closures, terrorist acts, sabotage or other unforeseeable or unavoidable events that totally or partially prevent providing the contracted service.
• Consequential damages or loss of profits: We do not assume in any case responsibility for indirect economic losses, business interruptions, additional expenses, contractual penalties or any other damage derived from delays, loss or deterioration of transported goods.

ByME's responsibility is limited in accordance with what is indicated in section 8. Insurance and Liability, and its exercise will require full compliance with requirements established in section 10. Claims.

12. Additional Clauses

• Force majeure: ByME will not be responsible for the impossibility or delay in providing services due to force majeure causes, 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 compensation obligation to the client.
• Binding inventory: Only goods described in the valued inventory signed by both parties will be covered by liability and insurance conditions. Any object not expressly included in said inventory will be considered outside coverage.
• Exclusion of valuable goods: High-value objects such as jewelry, 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 responsibility for damage, loss or theft.
• Costs for special access: Any need for external crane, lifting platform, municipal parking permits, transfers due to narrow or inaccessible streets, as well as work at height or 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 case of total or partial non-payment and after formal payment demand, ByME may suspend the service and temporarily retain stored goods, in accordance with article 1.600 of the Civil Code. This measure will be applied proportionally and reasonably, always guaranteeing consumer rights. Delivery of goods may be conditioned to payment of due and duly justified amounts.
• Assembly and disassembly: ByME will not be responsible for damage derived from disassembly or assembly of furniture, appliances, lamps, supports or wall-mounted elements if said elements presented previous defects, deficient installation or lack of access to instructions or original parts. The client assumes the risk of this type of operations except express agreement 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 to assume any cost, retention or delay derived from such modifications, even if they occur after service contracting.

13. Data Protection

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

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

For detailed information on personal data processing, rights of interested parties and applied security measures, consult our Privacy Policy.

In case of queries, claims or exercise of rights (access, rectification, deletion, opposition, portability and limitation), you can contact our data protection officer by writing to legal@bymegroup.com.

14. Applicable Law and Jurisdiction

This contract will be governed and interpreted in accordance with legislation in force in the Kingdom of Spain and, where applicable, by community regulations and international treaties applicable to transport, logistics and cross-border commerce activities.

Among regulations that are applicable, the following are included non-limitatively:

• Law 15/2009, on terrestrial freight transport contract (Spain)
• Royal Decree 1211/1990 (Regulation of the Law on Organization of Terrestrial Transport - LOTT)
• CMR Convention (Convention relating to the contract for 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 (Spain)

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

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

For resolution of any conflict derived from this contract or from service provision, both parties agree to submit to jurisdiction of Madrid Courts and Tribunals (Spain), with express waiver of any other jurisdiction that might correspond, except in cases where consumer regulations imperatively provide otherwise.

15. Alternative Dispute Resolution (ADR / ODR)

In compliance with Regulation (EU) No. 524/2013 of the European Parliament and Council, on online dispute resolution in consumer matters, the client is informed that, in case of dispute related to 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 the following link: https://ec.europa.eu/consumers/odr

The client may also contact ByME for any clarification or management prior to a formal claim through the following email addresses:

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

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

16. Intellectual and Industrial Property

All content present on this website, including but not limited to: designs, logos, trade names, registered trademarks, visual structure, color 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 authorized third-party licensors.

In particular, the following names, domains and trademarks are protected by industrial and/or intellectual property rights: ByME, ByME Group, ByMEMoving, bymegroup.com, app.bymegroup.com and any graphic, phonetic or visually similar denomination that may induce confusion or unauthorized commercial association.

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

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

Non-compliance with this clause may give rise to ByME exercising all civil and criminal actions provided for in current legislation, including requesting precautionary measures, compensation for damages, and immediate cessation of infringing activity.

17. Terms Modifications

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

New conditions will come into force from their publication on ByME's official website and will be applicable to all services contracted after said date. The client is recommended to periodically review the general conditions to be informed of possible changes.

In case any provision of these conditions is declared null or inapplicable, remaining provisions will maintain their validity and effectiveness, unless nullity or inapplicability affects an essential clause of the contract.

18. High-Value Goods Exclusion

ByME establishes specific policies regarding management and responsibility for goods considered high-value. It is essential that these elements be explicitly declared before the service to evaluate their transport or recommend adequate alternatives.

• Definition of high-value goods: Goods whose loss or damage would cause significant harm, whether economic, emotional or documentary, are considered high-value, including:
  • Jewelry, precious stones, noble metals and luxury watches.
  • Cash, securities, shares and financial documents.
  • Works of art, antiques and collectibles with value exceeding €1,000.
  • Irreplaceable personal documents, property titles or original manuscripts.
  • Electronic devices or high-end professional equipment not specifically declared.
  • Items with extreme sentimental value or irreplaceable.
• Liability policy:
  • ByME does not assume responsibility 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 objects or contract specialized services.
• Procedure for high-value goods: In case of needing to transport these goods:
  • ByME must be informed at least 7 days before the service.
  • A written declaration including detailed description, estimated value and photographs will be necessary.
  • The company will evaluate transport possibility with specific additional insurance, whose cost will be calculated separately.
  • If transport is approved, special protocols for packing, custody and handling will be established.
• Recommendations:
  • Personally and separately manage transport of jewelry, money and important documents.
  • Obtain professional valuations of antiques, works of art and collectibles before the service.
  • Consider specialized services for transporting extremely valuable or fragile objects.
  • Make digital copies of important documents and store them in secure places.

This policy is designed to protect both client and ByME interests, ensuring maximum transparency regarding our responsibilities and limitations. Declaration of high-value goods does not automatically guarantee their acceptance for transport, remaining at ByME's discretion the evaluation of each particular case.

19. Access Conditions and Infrastructure Damage

The client guarantees that loading and unloading areas, building access, garages, ramps, patios, gardens, sidewalks, portals, elevators, corridors and any infrastructure that ByME personnel or vehicles must use to perform the service are in good conservation condition, are structurally solid and suitable to withstand the weight and maneuvers typical of relocation.

Common examples include: pavements and asphalts with adequate resistance for passage or temporary parking of trucks, ramps without subsidence or cracks, portals without significant fissures in baseboards or ceilings, and elevators with sufficient certified capacity for packages to transport.

• Liability exoneration: ByME will not be responsible for subsidence, breakage, cracks, tile lifting, asphalt damage, ramps, curbs, portals or any other infrastructure when such damage is consequence of previous construction defects, lack of adequate maintenance or insufficient resistance for intended use in a standard move.
• Client obligation: the client commits to inform previously and in writing to ByME about any circumstance that limits or affects access infrastructure resistance, such as deteriorated pavements, recently installed floors without necessary setting time, garage ramps with restricted maximum loads, old portals or susceptible to deterioration.
• In case of omission, the client will assume all repair costs or compensation for damage to said infrastructure, expressly exonerating ByME from any claim for this concept.
• ByME may refuse or reschedule the service if, at reasonable criteria of its personnel, there were significant risks for building integrity, equipment or relocated goods themselves.

Operational note: For greater security of both parties, ByME team may perform a visual inspection prior and take photographs or annotations of access and infrastructure condition before starting service provision, which will serve as evidence of initial state in case of subsequent disputes.