PART I — BOOKING CONDITIONS

1. PROVIDER IDENTIFICATION

These Booking Conditions govern access to and use of the website www.luggagemadrid.com (hereinafter, "the Platform"), as well as the contracting of the temporary luggage storage service through self-service lockers, owned by Lordurmon SL, with registered address at Calle Santa Isabel 33, 28012 Madrid, VAT B26979039 (hereinafter, "the Provider").

The Customer may contact the Provider at: hola@luggagemadrid.com | WhatsApp: +34 614335694

Accessing the Platform and making a booking implies that the Customer has read, understood and fully accepted these Conditions.

The Provider reserves the right to refuse admission to the premises when circumstances so require.

2. SERVICE DESCRIPTION

Through the Platform, Customers are offered the possibility of contracting the temporary rental of self-service lockers with digital electronic locks, available in the sizes Small, Medium and Large (S, M and L). The service is available 24 hours a day, 365 days a year, at the premises located at Calle Santa Isabel 33, 28012 Madrid. No account creation is required to book the service.

The Customer may access their locker as many times as desired during the contracted period.

3. BOOKING REQUIREMENTS

To contract the service, the following requirements must be met:

Be at least 16 years of age
Complete the booking form accurately and truthfully (name, surname, email, phone, booking date, duration, locker size and payment details)
Accept these Booking Conditions and the Terms of Use
Accept the Privacy Policy of Lordurmon SL
Hold a credit or debit card in their own name or have the duly authorised consent of its holder

The Customer is responsible for the accuracy of the data provided. False, inaccurate or incomplete data may result in cancellation of the booking without right to refund.

4. BOOKING PROCESS

The booking process is carried out entirely online:

Step 1 — The Customer selects dates, time and locker size on the Platform
Step 2 — The system calculates the applicable price and informs the Customer before payment
Step 3 — The Customer completes their personal details and makes payment through the available methods
Step 4 — The Customer receives a booking confirmation by email, including the assigned locker number and PIN/QR access code
Step 5 — The Customer accesses the premises by entering the code on the entry panel and opens their locker with the same code

The contract is concluded at the moment the Provider sends the booking confirmation to the email address provided by the Customer.

5. PRICES AND PAYMENT

5.1 Prices

All prices published on the Platform are expressed in euros (€) and include VAT at the current rate (21%). The invoiced price is that stated in the booking confirmation. The Provider reserves the right to modify prices at any time; however, changes will not affect already confirmed bookings.

5.2 Payment methods

Payment may be made by:

Credit or debit card (Visa, MasterCard)
Google Pay
Apple Pay

Payment is processed through a secure SSL-encrypted payment gateway. The Provider does not store the Customer's card details at any time.

If a card is declined, the Customer should contact their bank. To report fraudulent or unauthorised charges, the Customer must write to hola@luggagemadrid.com as soon as possible.

5.3 Discount vouchers

The Provider may issue promotional discount vouchers. Vouchers are single-use per person, cannot be combined with other promotions or exchanged for cash, and are subject to the specific conditions stated in each case. To apply a voucher, the Customer must enter the code on the payment screen before completing the transaction.

6. LATE PENALTIES

The Customer may access their locker as many times as desired during the contracted booking period. However, if the locker is not vacated by the end of the contracted period, a penalty equivalent to the daily rate for that locker size will be charged for each additional calendar day elapsed.

The penalty amount will be charged using the same payment method used at the time of booking. If collection is not possible, the Provider may claim the amount through the appropriate legal channels.

7. CANCELLATIONS AND RIGHT OF WITHDRAWAL

The Customer may cancel their booking free of charge up to 24 hours before the start of the contracted period
Cancellations made after this deadline will not entitle the Customer to a refund, as the service will have begun through the assignment of the locker and sending of the access code
In the event of a technical failure attributable to the Provider that prevents use of the locker, the Customer will be offered an alternative locker or a full refund

In accordance with Article 103(a) of the Spanish Consumer and User Protection Act (TRLGDCU), the right of withdrawal does not apply once the service has commenced with the consumer's consent.

8. CUSTOMER CONDUCT ON THE PREMISES

The Customer undertakes to:

Remain on the premises only for the time necessary to access their locker and manage their deposited items
Not consume food or beverages inside the establishment
Not take photographs or recordings inside the premises, except those necessary to capture the booking number or access code
Not use lockers for the exchange of items with third parties or for commercial purposes
Ensure the locker is properly closed when leaving the premises
Leave the locker in the same condition as found upon completion of the service
Immediately report any incident through the available channels
Not make fraudulent, illegal or disorderly use of the Platform or the premises

The Provider reserves the right to deny access to the premises or cancel a booking without refund when the Customer fails to comply with these obligations.

9. PROVIDER'S LIABILITY

9.1 Limitation of liability for locker contents

The Provider shall not be liable for loss, theft or damage to deposited items in the cases set out in the Terms of Use (Part II), in particular when prohibited items have been deposited or when damage results from force majeure.

The Provider's maximum liability for loss or damage attributable to the Provider shall be limited to 100 € per locker and per booking period, without prejudice to applicable regulations.

9.2 Exemption from technological liability

The Provider shall not be liable for service disruptions arising from:

Misuse of lockers or breach of these Conditions by the Customer
Problems receiving the confirmation email due to causes beyond the Provider's control
Errors, losses or reduced internet connection speed on the Customer's end
Payment gateway failures not attributable to the Provider
Force majeure or extraordinary circumstances

The Provider undertakes to resolve any technical locker malfunction as soon as possible upon becoming aware of it.

10. AMENDMENTS TO THESE CONDITIONS

The Provider reserves the right to amend these Conditions at any time. Amendments will take effect immediately upon publication on the Platform. The Customer will be bound only by the Conditions in force at the time their booking was made.

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PART II — TERMS OF USE

11. PROHIBITED ITEMS

It is expressly prohibited to deposit the following items in the lockers:

11.1 Valuables

Cash, banknotes, coins or currency of any kind
Jewellery, valuable watches, precious stones or goldsmith items
Works of art, antiques or collectibles of value
Identity documents, passports, visas or official documentation
Credit cards, debit cards or any means of payment

11.2 Hazardous materials

Firearms, bladed weapons or any type of weaponry
Explosives, ammunition or pyrotechnic devices
Flammable, corrosive, toxic or radioactive substances
Compressed gases or materials under pressure
Drugs, narcotics or illegal substances of any kind
Any material whose transport or possession is prohibited by Spanish law

11.3 Food, animals and perishables

Fresh, perishable food or items that may generate odours
Live or dead animals of any species
Plants or plant material

11.4 Other prohibited items

Items that may damage the locker or facilities by their nature
Items whose dimensions exceed those of the contracted locker
Overfilling beyond the maximum fill line marked inside the locker
Any item whose possession or storage is contrary to current legislation

The penalty for depositing prohibited items is €150, in addition to any further damages that may be claimed. The Provider may open the locker and remove the item in the presence of the competent authorities if necessary.

12. USER OBLIGATIONS

Use the locker exclusively for storing their own luggage and personal belongings or items over which they have lawful disposal
Not share the access code with unauthorised third parties
Respect the contracted booking period and collect deposited items before its expiry
Ensure the locker is properly closed when leaving the premises
Leave the locker in the same condition as found upon completion of the service
Immediately report any incident, malfunction or anomaly through the available channels
Accept that the service provider may inspect the contents of the lockers for security reasons.

13. PROVIDER'S LIABILITY FOR CUSTODY

13.1 Limitation of liability

The Provider is not liable for loss, theft or damage in the following cases: deposit of prohibited items; force majeure or unforeseeable circumstances; damage inherent to the nature of the items; losses not reported within the established timeframe.

13.2 Maximum coverage

Maximum compensation per locker and per booking period is limited to 100 €, unless a higher declared value has been expressly accepted in writing by the Provider.

13.3 Video surveillance

The premises have continuous 24-hour video surveillance. Footage may be used as evidence in the event of an incident and will be retained for a maximum of 30 days in accordance with current data protection regulations.

14. INCIDENT PROCEDURE

14.1 Uncollected items

Items not collected at the end of the booking period may be removed from the locker by the Provider and kept for a maximum of 15 calendar days. After this period, the Provider may proceed with their destruction or donation without liability. Additional storage costs shall be borne by the Customer.

If 10 calendar days have elapsed since the booking expired without the Provider being able to contact the Customer, the items will be deemed abandoned.

14.2 Claims for damage or loss

Any claim must be communicated within 24 hours of opening the locker, through:

Email: hola@luggagemadrid.com
WhatsApp: +34 614335694

Claims submitted after this deadline will not be accepted.

14.3 Emergency access

The Provider may access the contents of a locker, with prior notice to the Customer where possible, in cases of: well-founded suspicion of prohibited items; request from competent authority; technical malfunction; or expiry of the booking period without collection.

15. DATA PROTECTION

Personal data provided by the Customer will be processed by Lordurmon SL as data controller, for the purpose of managing the booking and providing the contracted service, in accordance with Regulation (EU) 2016/679 (GDPR). The Customer may exercise their rights of access, rectification, erasure, objection, portability and restriction of processing by contacting hola@luggagemadrid.com. For more information, please consult the Privacy Policy at www.luggagemadrid.com.

16. GOVERNING LAW AND JURISDICTION

These Conditions are governed by Spanish law. For the resolution of any dispute, the parties submit to the Courts and Tribunals of Madrid, expressly waiving any other jurisdiction.

By completing the booking, the Customer declares having read and fully accepted these Booking Conditions and Terms of Use.