Complaints and disputes

1. Tell us first

Write to hola@holaparcel.com, or use the contact form on the website. Tell us your name, the email on your account, the Hola ID and delivery concerned if there is one, what went wrong and what you would like us to do. Photos or receipts help.

It is free, and you can write in English or Spanish (or in any language the app offers; we may reply in English or Spanish).

2. How fast we answer

• We acknowledge your complaint within 2 working days.
• We give you a full answer within one month at the latest, and usually much sooner.
• If we need information from a collection point, a courier or a payment provider, we tell you, and keep you up to date.
• Our answer explains what we found, what we will do, and where you can go if you are still not satisfied.

3. A parcel lost or damaged at a collection point

The collection point is responsible for parcels while it holds them, and claims are decided by it and its insurer. We are your channel: you tell us, and we pass the claim on with all the records we hold, chase it and tell you the outcome. The time limits and steps are in clause 14 of the Terms of service.

For visible damage, point it out at the counter before you leave, so the staff can record it.

4. A parcel that never reached the collection point

Until the collection point scans a parcel in, it is the courier's and the seller's responsibility. Contact the seller first: your rights as a buyer are against them. We give you the scan records we have, or confirm that the parcel was never scanned in, free of charge within 7 days of your asking.

5. Complaint forms at collection points in Spain

Shops in Spain that serve consumers must keep official complaint forms (hojas de reclamaciones) and give you one if you ask. You can use it for a complaint about the collection point itself. The form is filed with the regional consumer authority, which may follow it up.

For a complaint about HolaParcel, write to us as in section 1. If you have filed an hoja de reclamaciones about a parcel, send us a copy at hola@holaparcel.com and we will deal with it in the same way.

6. If we cannot agree: consumers in Spain and the EU

• Your local consumer information office (OMIC) or the regional consumer authority can advise you and mediate. For collection points in the Region of Murcia, that is the Dirección General de Consumo of the Region of Murcia.
• Consumer arbitration: HolaParcel has not adhered to the Spanish Consumer Arbitration System (Sistema Arbitral de Consumo) UNLESS ADHERED: NAME OF THE JUNTA ARBITRAL DE CONSUMO. You can still apply to a Junta Arbitral de Consumo, and we will consider any request in good faith and reply within 15 days.
• If you live in another EU country, the European Consumer Centres Network (ECC-Net) gives free help with cross-border disputes.
• The EU Online Dispute Resolution (ODR) platform closed on 20 July 2025, so we do not link to it.

7. If we cannot agree: consumers in the UK

• Citizens Advice (citizensadvice.org.uk, or Advice Direct Scotland and Consumerline in Northern Ireland) gives free advice on consumer problems.
• For a claim against a trader outside the UK, such as a collection point in Spain, the UK International Consumer Centre can help.
• You can make a small claim in the courts; in England and Wales that can be done online through Money Claim Online.
• We are not currently signed up to an alternative dispute resolution scheme in the UK. CONFIRM: ADR SCHEME, IF ANY

8. Going to court

You can always take your complaint to court. Which law applies and which courts you can use are set out in clause 22 of the Terms of service: in short, as a consumer you can sue in the country where you live.

9. Complaints about your personal data

Write to privacidad@holaparcel.com. You can also complain to the Information Commissioner's Office in the UK, the Agencia Española de Protección de Datos in Spain, or the authority of the EU country where you live. Details are in section 9 of the Privacy policy.

10. Collection point partners

Businesses that run collection points have their own complaint-handling system and named mediators, set out in the collection point partner agreement. Complaints from partners go to the same address and are acknowledged within 2 working days.

11. Records

We keep a record of each complaint and our answer for 3 years after it is closed, to learn from it and in case it is raised again. See the Privacy policy.