Terms of service

1. Who we are and what you are buying

The service is provided by COMPANY NAME, S.L., NIF NIF, registered at FULL ADDRESS, 30840 Alhama de Murcia.

You are buying access to the HolaParcel platform: a Hola ID, the use of an independent local shop as your collection point, an alert when a parcel arrives, and a pickup code to collect it with. The parcels themselves are received, held and handed over by the collection point, an independent business.

HolaParcel acts as an intermediary only. We do not transport parcels, we do not take custody of them, and we are not responsible for delivery. Your relationship with the courier and with the seller is yours, not ours.

2. Your account and your Hola ID

• When you register you get a Hola ID that identifies your parcels. Use it on the name line of the delivery address.
• Your details must be true and kept up to date, particularly your mobile number: that is where the codes go.
• A Hola ID is personal. Do not pass it on, or use it to receive parcels for other people without our agreement.
• The pickup code works like a key: whoever presents it takes the parcel. Treat it accordingly.

3. What collection points can accept

Collection points cannot take in:

• Dangerous goods: explosives, gases, flammables, corrosives, toxic or radioactive materials.
• Weapons, ammunition or their parts.
• Controlled drugs, or any goods that are illegal to hold or trade.
• Live animals.
• Perishable, chilled or frozen goods.
• Cash, precious metals, jewellery or valuables worth more than €LIMIT without prior written agreement.
• Parcels one person cannot move safely, or that exceed the collection point's maximum size.

4. Storage, deadlines and return

• Storage is free for the 5 calendar days following receipt. We warn you before that runs out.
• From the sixth day, storage costs €1 per parcel per day, IVA included. It is charged in one go when you collect, not daily.
• Days when the collection point is closed for a public holiday do not count against you.
• After 21 calendar days uncollected, the parcel is marked as unclaimed and the collection point hands it back to the courier for return to sender; we send the notifications and apply the charges. Any return costs are yours.

5. Prices and payment

• Published prices include IVA at the current rate (21%).
• Pay as you go: charged when the parcel is received at the collection point.
• Subscription: charged in advance and renews monthly until you cancel. It includes the number of parcels in your plan; anything beyond that is charged per parcel at the published price.
• You must keep a valid payment method on file, because storage fees are charged against it.
• If a payment fails we will tell you and retry. We may hold a parcel while an amount is overdue and unpaid.
• We issue a simplified invoice for every charge. If you need a full invoice with your tax number, you can request one from your account.

6. Our role in loss or damage

HolaParcel is an intermediary. The platform logs the time a parcel is scanned in at the collection point and the time it is handed over against a code. That record is available to you and is the reference point for any claim.

Until a parcel is scanned in at the collection point it is in the courier's custody: a parcel that never arrives, or arrives damaged, is a matter between you and the courier or the seller. While a parcel is at the collection point it is held by that shop, an independent business, not by HolaParcel.

Because HolaParcel never takes custody of your parcel, we accept no liability for its loss, theft or damage, to the maximum extent the law allows. What we do is give you the scan record and the details you need to direct your claim to the right party.

• We are not liable for parcels that never reach the collection point, or for damage in transit or contents that do not match what you ordered: that is between you and the courier or the seller.
• We are not liable for the excluded goods in clause 3, even if a collection point took them in by mistake.
• We are not liable for handover to someone who presented a valid pickup code: the code evidences the right to collect.
• We are not liable for loss of profit or indirect loss.
• None of the above limits liability for wilful misconduct or gross negligence, or any right the law gives consumers that cannot be excluded.

7. Claims

Claims for the loss of or damage to a parcel are not handled by HolaParcel. Direct them to the courier or the seller if the parcel never reached the collection point or arrived damaged, or to the collection point for anything that happened while it held the parcel. If you need the scan record or the collection point's details to support a claim, write to hola@holaparcel.es with your Hola ID and we will provide them free of charge within 7 days.

Complaints about the platform itself (billing, alerts, your account) do come to us: write to hola@holaparcel.es. We acknowledge receipt and give you an answer within one month at the latest.

8. Right of withdrawal

If you take out a subscription as a consumer, you have 14 calendar days from signing up to withdraw without giving a reason, by telling us at hola@holaparcel.es. We refund what you paid within 14 days by the same payment method.

If you expressly ask for the service to start within that period and you use it, you will pay the proportionate part of what has been provided up to the point you tell us you are withdrawing; once the contracted service has been fully performed, the right of withdrawal ends.

Pay as you go carries no right of withdrawal once a parcel has been received and stored, because the service has already been performed.

9. Duration, cancellation and changes

• You can cancel a subscription at any time from your account. It stays active until the end of the period you have already paid for, and does not renew.
• We may suspend or close an account that breaks these terms, with notice unless there is an immediate risk.
• If we change these terms or our prices, we will give you 30 days' notice. If the change does not suit you, you can cancel free of charge before it takes effect.
• If your assigned collection point stops operating, we will assign another and tell you. If none is available on the resort, you may cancel and we will refund the unused part.

10. Data protection

How we handle your data is set out in the Privacy policy, which forms part of these terms.

11. Disputes and governing law

These terms are governed by Spanish law. As a consumer you can bring a claim in the courts where you live.

Before that, write to us: nearly everything is settled by email. If we cannot agree, you can go to your local consumer information office (OMIC), the Dirección General de Consumo of the Region of Murcia, or an accredited alternative dispute resolution (ADR) body.

Note: the EU online dispute resolution (ODR) platform stopped operating on 20 July 2025 under Regulation (EU) 2024/3228, so it is no longer available. If you are buying from outside Spain, the European Consumer Centres Network (ECC-Net) can help.

12. Language

These terms are available in Spanish and English. If the two versions differ, the Spanish version prevails.