Terms of service

1. Who we are

See the Legal notice.

2. Service

We collect luggage at an agreed place and time and deliver it to the agreed destination in Madrid. Delivery is at least 2 hours after pickup and no later than 23:30 on the agreed day, unless we agree otherwise. Room-door delivery is provided where the accommodation allows it. Otherwise we hand the bags to reception or another agreed person.

3. Booking and price

Prices are per bag, per one-way transfer, shown in euros and include 21% IVA. The price is shown before you pay. A booking is confirmed when payment succeeds and we send a confirmation.

4. Your responsibilities

You must give correct addresses, times and contact details, be reachable at pickup and delivery, and describe the bags truthfully.

• Small: cabin bag or backpack, up to 55 × 40 × 25 cm, 10 kg
• Medium: standard checked suitcase, up to 70 × 45 × 30 cm, 23 kg
• Big: large suitcase, up to 80 × 55 × 35 cm, 30 kg

Not sure? If it fits in a plane’s overhead locker, it’s Small. If you’d normally check it in, it’s Medium or Big.

5. What we cannot carry

Cash, jewellery, passports and ID documents, medication, batteries and hazardous items, food, illegal goods, and anything dangerous. Please do not put valuables in your bags. We may refuse a bag we reasonably believe breaks these rules.

6. Delays

If you give us a train or flight time, book pickup early enough for the 2-hour minimum delivery time. We are not responsible for missed trains or flights caused by late booking or by information you provided incorrectly.

7. Loss or damage

We are responsible for loss of or damage to your bags from pickup until delivery, except where it is caused by you, by the contents of the bag, or by events we could not avoid. Report any problem by WhatsApp or email within 24 hours of delivery, with photos. Our liability is limited to €500 per bag, or the proven value if lower. This limit does not apply where we act with intent or gross negligence, and it does not restrict rights that the law gives consumers and cannot be limited.

8. Right of withdrawal

Under art. 103 of the Spanish consumer law, the 14-day withdrawal right does not apply to transport of goods when the contract sets a specific date or period. Every booking has a specific date, so no withdrawal right applies. Cancellations follow the Cancellation and refund policy.

9. Complaints

Write to citybagdrop@gmail.com or WhatsApp +34 642 076 389. We reply during our support hours (8:00–22:00 (Madrid time)) and aim to answer within 24 hours. Complaint forms (hojas de reclamaciones) are available on request.

10. Changes

We may update these terms. The version in force at the time of your booking applies to it.

11. Governing law

Spanish law. Consumers can use the courts of their place of residence where the law allows.