Terms and Conditions

1. PURPOSE

These General Terms and Conditions govern the contracting, booking, payment, access to and use of the automated luggage storage / locker services provided by DROP&WALK LUGGAGE SERVICE S.L. (hereinafter, “DROP&WALK”) through the website www.dropandwalk.com.

Access to the service, booking, payment and use of the service imply the User’s express, full and unconditional acceptance of these General Terms and Conditions. Before confirming the booking, the User must read and accept these terms.

These General Terms and Conditions will be available to the User before the contract is concluded and may be saved or printed.

2. SERVICE PROVIDER DETAILS

Company: DROP&WALK LUGGAGE SERVICE S.L.

CIF / Tax ID: B75748863

Registered address: Avenida Costa Blanca 102, bloque 2, 3B, 03540 Alicante, Spain

Telephone: +34 691 106 147

Email: info@dropandwalk.com

Website: www.dropandwalk.com

3. DESCRIPTION OF THE SERVICE

DROP&WALK provides a temporary rental service for automated lockers intended for the storage of luggage and permitted personal belongings in different cities in Spain.

The service operates through online booking and payment. Once the booking has been completed, the User receives a personal access code that allows the assigned locker to be opened during the paid period.

Access to the lockers is available 24 hours a day, except in the event of technical incidents, maintenance works, access restrictions to the premises, force majeure or causes beyond DROP&WALK’s control.

4. LOCKER TYPES, LOCATIONS, SIZES AND RATES

The available locker types, dimensions, locations, availability and rates will be clearly shown on the website during the booking process.

The User is responsible for checking that the selected locker size is suitable for their luggage before confirming the booking.

The prices published on the website at the time of contracting shall apply, including applicable taxes unless expressly stated otherwise.

5. BOOKING PROCEDURE AND ONLINE CONTRACTING

Bookings are made exclusively through the website www.dropandwalk.com by selecting the city, location, locker size, date or period of use, contact details and any other requested information.

Before confirming the booking and making payment, the User may review the information entered, correct mistakes and change the location, date, locker size or personal details.

Payment is made through the Stripe payment platform or through other payment methods that DROP&WALK may make available on the website.

After the contracting process is completed, DROP&WALK will send the User a confirmation email with the essential booking details: booking number, locker number or identifier, paid period and personal access code.

The contract shall be deemed concluded when the User has completed the booking process, accepted these General Terms and Conditions and the payment has been successfully confirmed.

6. PERSONAL ACCESS CODE AND SECURITY

The personal access code is confidential, personal and non-transferable. The User is responsible for keeping it secret and not disclosing it to third parties.

DROP&WALK shall not be liable for access carried out using the User’s personal code when such access results from the loss, disclosure, transfer or improper use of the code by the User or by third parties for reasons not attributable to DROP&WALK.

During the paid period, the User may open the locker as many times as necessary, provided that the service is operational and these General Terms and Conditions are complied with.

7. USER OBLIGATIONS

The User undertakes to:

Use only the locker assigned in the booking.
Place only permitted personal belongings in the locker.
Check in advance the dimensions of their luggage and of the selected locker.
Not place prohibited, dangerous, illegal or perishable items, or items whose value exceeds the permitted limit.
Close the locker properly after each use and check that it is locked.
Keep the access code confidential.
Collect their belongings before the end of the paid period.
Immediately report any problem to DROP&WALK through info@dropandwalk.com or through the available support channel.
Be liable for damage caused by incorrect, negligent, fraudulent use or use contrary to these terms.

8. PROHIBITED OR NOT RECOMMENDED ITEMS

It is prohibited to place the following items in the lockers:

Cash, jewellery, watches, works of art, collectibles or items of high economic or personal value.
Important documents, passports as the only travel document, residence permits, bank cards, necessary keys or irreplaceable items.
High-value electronics if the total value of the contents exceeds the permitted limit.
Weapons, ammunition, explosives, fireworks, flammable, toxic, corrosive, radioactive, biological or hazardous substances.
Drugs, illegal substances or any item whose possession, transport or storage is prohibited by applicable law.
Animals, organic remains, perishable food, liquids that may spill, waste, foul-smelling objects or unsanitary items.
Defective or damaged batteries or batteries with a fire risk.
Any item that may endanger the safety of users, the premises, the equipment or the operation of the service.
DROP&WALK does not verify the contents placed by the User in the locker. The deposit of prohibited items is the sole responsibility of the User, without prejudice to DROP&WALK’s rights under these terms and to the communication to competent authorities where necessary.

9. LUGGAGE COLLECTION, OVERSTAY AND ADDITIONAL CHARGES

The User must collect their belongings before the end of the paid period.

If the User does not collect their luggage on time, the system may automatically apply additional charges from the first minute of delay. The overstay will be charged according to the current standard hourly rate for the reserved locker, for each hour or fraction of an hour of additional use, until the belongings are actually removed.

The maximum overstay period without DROP&WALK’s express authorization is 2 calendar days from the end of the paid period.

The User may request an extension or regularization of the booking, which will be subject to availability, payment of the corresponding amounts and confirmation by DROP&WALK.

10. UNCOLLECTED LUGGAGE AND SUBSEQUENT CUSTODY

Once the maximum overstay period has elapsed without express authorization, DROP&WALK may open the locker, remove its contents, reasonably document or inventory them and transfer the belongings to a safe place of custody.

Whenever possible, DROP&WALK will inform the User of this situation using the contact details provided in the booking.

Additional costs for management, opening, removal, custody, transfer and, where applicable, return or shipment of the belongings shall be borne by the User.

DROP&WALK will keep the removed items for a maximum period of 30 calendar days from the first notification to the User. Once this period has expired, if the User has not collected the belongings, has not replied to communications or has not paid the corresponding costs, DROP&WALK may handle those items in accordance with applicable law.

Perishable, dangerous, illegal, unsanitary items or items that may affect the safety, hygiene or operation of the premises may be removed immediately and, where applicable, handed over to the competent authorities or handled in accordance with applicable law.

11. OPENING OF LOCKERS BY DROP&WALK

DROP&WALK may open a locker without the User’s prior authorization where there are reasonable grounds related to security, hygiene, an emergency, suspicion of improper use, the deposit of prohibited items, a request from authorities, technical malfunction, maintenance needs, system blockage or the need to free a locker occupied outside the paid period.

Whenever possible, DROP&WALK will document the opening and inform the User of the incident through the contact details provided.

The opening of a locker shall not imply that DROP&WALK assumes responsibility for prohibited, undeclared, unverified items or items deposited in breach of these General Terms and Conditions.

12. CANCELLATION, CHANGES AND REFUNDS POLICY

The User may request cancellation of the booking before the service begins. In that case, DROP&WALK will refund the amount paid, except for administrative costs or payment processing fees, if these were clearly indicated before contracting.

If cancellation is requested after the service has begun, no refund will be made, without prejudice to DROP&WALK’s possibility, as a commercial courtesy and subject to availability, to offer a change of date, location or locker size.

Once the paid period has begun or the access code has been used, the service shall be deemed to have started and no refund will be made for total or partial non-use, except where attributable to DROP&WALK or where applicable law provides otherwise.

Where legally applicable, the User shall have the right of withdrawal within the deadlines and under the conditions provided by consumer protection regulations. However, if the service begins before the end of the legal withdrawal period at the User’s express request and the service is performed in whole or in part, the User acknowledges that they may lose that right in the cases provided by law.

Requests for cancellation, change or refund must be sent to info@dropandwalk.com or to customer support by WhatsApp at +34 691 106 147, indicating the booking number, the email used for the booking, telephone number, name and city of booking.

13. INCIDENTS, MALFUNCTIONS AND CUSTOMER SUPPORT

The User must report any incident as soon as possible through info@dropandwalk.com or by contacting support via WhatsApp at +34 691 106 147, indicating the booking number, email used, telephone number, name, city, location and a description of the incident.

DROP&WALK will make all reasonable efforts to deal with reported incidents as quickly as possible.

In incidents that prevent access to luggage for reasons attributable to DROP&WALK, the company will try to resolve the incident within an indicative maximum period of 2 hours from effective receipt of the communication, except in cases of force majeure, technical impossibility, lack of provider availability, causes beyond DROP&WALK’s control or lack of cooperation by the User.

Where the incident cannot be resolved immediately and is attributable to DROP&WALK, the company may offer a reasonable alternative solution, including a change of locker, technical assistance or, where appropriate, shipment of the luggage within mainland Spain at no additional cost to the User.

14. LIABILITY AND LIMITATION OF LIABILITY

DROP&WALK does not know or verify the contents placed by the User in the locker. The User is responsible for the deposited items and declares that they do not place prohibited, dangerous, illegal items or items whose value exceeds the permitted limit.

DROP&WALK shall not be liable for losses, damage, delays or theft arising from:

Fault, negligence or breach of obligations by the User.
Incorrect use of the locker or access code.
Loss, transfer or disclosure of the personal code to third parties.
Deposit of prohibited, not recommended items or items whose value exceeds the permitted limit.
Force majeure, supply interruptions, emergencies, acts of vandalism, acts of third parties not attributable to DROP&WALK or causes outside the company’s reasonable control.
Breach by the User of these General Terms and Conditions.
DROP&WALK’s maximum liability, where legally applicable and provided that the User documents the damage, shall be limited to €250 per locker, except where applicable law provides otherwise.
This limitation shall not apply in cases of wilful misconduct, gross negligence or legally enforceable liability of DROP&WALK.
It is prohibited to store items with a total value exceeding €1,000, money, jewellery, essential documents or irreplaceable items.

15. FORCE MAJEURE AND CAUSES BEYOND DROP&WALK’S CONTROL

DROP&WALK shall not be liable for failure to perform or delay in performing its obligations when this is caused by force majeure or circumstances beyond its reasonable control, including, by way of example, power outages, telecommunications failures, access restrictions to the building, emergencies, fires, floods, strikes, acts of authority, security problems, failures of external providers or situations preventing the normal provision of the service.

16. PERSONAL DATA AND PRIVACY

DROP&WALK will process the User’s personal data in accordance with the General Data Protection Regulation (GDPR), Spanish Organic Law 3/2018 on Personal Data Protection and guarantee of digital rights (LOPDGDD), and any other applicable legislation.

Data controller: DROP&WALK LUGGAGE SERVICE S.L., CIF B75748863, Avenida Costa Blanca 102, bloque 2, 3B, 03540 Alicante, Spain. Contact email: info@dropandwalk.com.

Data processed: name, surname, email, telephone number, booking data, selected location, date and time of use, payment identifiers provided by Stripe, communications with customer support, IP address, browsing data and, where applicable, images captured by video surveillance systems on the premises.

Purposes: managing bookings, payments, locker access, customer support, incidents, premises security, compliance with legal obligations, complaint management and service improvement.

Legal basis: performance of the contract, compliance with legal obligations, legitimate interest in the security of the service and consent where applicable.

Recipients: technology providers, the Stripe payment platform, maintenance providers, customer support services, professional advisers and public authorities where there is a legal obligation.

Retention period: data will be kept for the time necessary to manage the booking, handle complaints, comply with legal obligations and defend against possible liabilities.

Rights: the User may exercise the rights of access, rectification, erasure, objection, restriction, portability and any other rights recognized by applicable law by writing to info@dropandwalk.com.

Additional information: the User may consult the full Privacy Policy available on the website www.dropandwalk.com.

17. USE OF COOKIES

DROP&WALK uses its own and third-party cookies to enable the operation of the website, manage bookings, optimize performance, analyze website use and improve the browsing experience.

The User may accept, reject or configure non-essential cookies through the settings panel available on the website, in accordance with applicable law.

Detailed information on the types of cookies, purposes, duration, third-party providers and how to withdraw or modify consent will be available in the website’s Cookie Policy.

18. VIDEO SURVEILLANCE

DROP&WALK premises may have video surveillance systems for security reasons, access control, damage prevention, protection of users, property and facilities, and incident management.

Images will be processed in accordance with applicable data protection legislation and the visible information displayed on the notice signs installed at each premises.

Images will be retained for the period legally permitted, unless they must be kept for longer to prove facts, handle incidents, complaints or requests from competent authorities.

19. COMMUNICATIONS WITH THE USER

DROP&WALK may contact the User by email, telephone or through the contact methods provided during the booking process to send confirmations, access codes, operational notices, communications about incidents, collection reminders, information about additional charges, management of uncollected luggage or any other information necessary for performance of the service.

The User is responsible for providing correct and up-to-date contact details. DROP&WALK shall not be liable for incidents arising from incorrect, incomplete or inaccessible data provided by the User.

20. COMPLAINTS AND OFFICIAL COMPLAINT FORMS

The User may submit complaints, enquiries or requests related to the service through info@dropandwalk.com or via the support telephone number indicated in these terms.

DROP&WALK has official complaint forms at its premises where required by applicable law.

Without prejudice to the above, the User may contact the competent public consumer protection authorities or applicable alternative dispute resolution mechanisms.

21. APPLICABLE LAW AND JURISDICTION

These General Terms and Conditions are governed by Spanish law and by the applicable regulations of the European Union.

In the event of a dispute with consumers or users, the parties shall submit to the legally competent courts and tribunals in accordance with applicable law, without prejudice to the consumer’s rights based on their place of residence.

In the event of contracting by entrepreneurs or professionals acting within the scope of their business or professional activity, and where permitted by law, the parties may submit to the courts and tribunals of Alicante, unless a mandatory legal provision states otherwise.

22. LANGUAGE AND VERSIONS

These General Terms and Conditions are available in Spanish and, where applicable, in other languages for the User’s convenience.

In case of discrepancy between versions, the Spanish version shall prevail, unless applicable law provides otherwise.

23. AMENDMENT OF THE TERMS

DROP&WALK may amend these General Terms and Conditions where necessary for legal, technical, operational, commercial or security reasons.

The conditions applicable to each booking shall be those accepted by the User at the time of contracting, unless a mandatory rule provides otherwise.