Legal Notice and General Terms and Conditions

2. General Terms and Conditions

Last updated: March 14, 2026

2.1. Identification of the provider

These General Terms and Conditions govern distance contracts for services provided by AEROSAFE SL, trading as BelongBack, whose identification details appear in the Legal Notice.

2.2. Purpose of the contract

BelongBack provides professional liaison, documentary research, communication, follow-up and case-management services intended to locate and facilitate the recovery of items believed to have been lost and potentially held by third parties, including airports, airlines, hotels, transport companies, public authorities, lost property offices and other operators or custodians.

2.3. Nature of the service

3.1. The service is provided on a best-endeavors basis and does not guarantee a particular result.

3.2. BelongBack does not guarantee that the item will be located, identified, held, delivered or successfully recovered.

3.3. The success of the service depends on factors including whether the item still exists and can be located, how much time has elapsed, third-party retention policies, the information provided by the user and the cooperation of organizations outside BelongBack's control.

3.4. The fee pays for the professional work involved in reviewing, processing, communicating and following up the case. It is not a fee for guaranteed delivery of the item or an insurance premium.

2.4. Description of the service

Unless the relevant service description states otherwise, the service may include, as applicable:

1. review of the information provided by the user;
2. opening and organizing the case file;
3. identifying potentially relevant channels, forms or departments;
4. preparing or sending communications and requests;
5. reasonable follow-up during the period and within the scope described in the offer;
6. keeping the user informed about responses received, issues and closure of the case.

2.5. User requirements

5.1. Contracts may only be entered into by individuals over 18 years of age with sufficient legal capacity.

5.2. The user declares that they are the lawful owner of the item or are duly authorized to claim it.

5.3. BelongBack may request reasonable documents to verify identity, ownership, authority or legal standing before beginning or continuing work on a case.

5.4. BelongBack may refuse or suspend the service where there are reasonable grounds to suspect fraud, impersonation, misappropriation, an abusive or bad-faith claim, or a lack of legal standing.

2.6. Excluded or limited items

6.1. BelongBack may refuse to handle cases involving cash, weapons, hazardous substances, illegal or perishable goods, items whose possession or transport is restricted, or any other circumstances that may pose legal, operational or security risks.

6.2. For passports, official documents, bank cards, devices containing third-party personal data or items subject to specific procedures, BelongBack may limit its work to providing information, coordination or support where the law or the custodian's policies require the owner or a competent authority to act in person.

2.7. Information provided by the user

7.1. The user must provide truthful, accurate, up-to-date and sufficient information about the item, the circumstances of its loss and their contact details.

7.2. The user is liable for any loss or costs resulting from information that is false, inaccurate, incomplete or provided in bad faith.

7.3. BelongBack may request clarification or additional documentation and suspend the case until it is received.

2.8. Price, taxes and payment

8.1. The total service price will be displayed clearly and prominently during checkout before the order is placed, together with confirmation of whether taxes are included.

8.2. Unless expressly stated otherwise, transport, collection, packing, courier, customs, insurance and additional service costs are not included in the base fee for the liaison service.

8.3. Payment must be made using one of the methods available on the website.

8.4. BelongBack may wait for confirmation of payment before beginning the service.

2.9. Formation of the contract and electronic contracting

9.1. The contract is deemed concluded when the user completes the purchase process and receives confirmation in a durable form.

9.2. Before placing the order, the user may review, save and reproduce these terms.

9.3. Before the contracting process begins, the website will explain the steps involved, how data-entry errors can be identified and corrected, whether the contract will be stored, and which contract language is available.

9.4. The final purchase button must clearly state that placing the order creates an obligation to pay.

2.10. Start of the service and right of withdrawal

10.1. When entering into the contract, the user may expressly ask BelongBack to begin providing the service during the statutory withdrawal period.

10.2. Consumers generally have fourteen calendar days in which to withdraw from the contract, except where the law provides otherwise.

10.3. For service contracts, the right of withdrawal is lost only once the service has been fully performed, provided that performance began with the user's prior express consent and acknowledgment that the right would be lost once the service had been completed in full.

10.4. If the user withdraws after asking for the service to begin but before it has been fully performed, they must pay an amount proportionate to the services actually provided up to the date on which notice of withdrawal is given.

10.5. If BelongBack has not properly informed the user about withdrawal or has not obtained an express request for immediate performance where required, applicable mandatory law will govern.

10.6. The right of withdrawal may be exercised by any means that provides evidence of the notice being sent and of its content.

2.11. Scope and termination of service

11.1. The service will be considered complete when any of the following occurs:

1. BelongBack has completed the work included within the scope of the service purchased;
2. the item has been located and the user has been informed of the recovery or delivery procedure;
3. the third-party custodian has given a reasoned refusal to release the item or process the claim, or has confirmed that it does not hold the item;
4. it becomes objectively impossible to continue the case because the user does not cooperate, the item cannot be identified, no viable contact channels exist, or a third party has closed the matter for a justified reason;
5. the user requests that the case be closed.

11.2. Closing the case does not necessarily mean that the item has been recovered.

2.12. Relationship with third parties

12.1. BelongBack acts as an intermediary or case manager in dealings with third parties. It is not a public authority, police force, legal custodian of the item or carrier unless expressly agreed otherwise in writing.

12.2. Decisions concerning the location, custody, release, destruction, blocking, confiscation or return of an item are made by the third parties that possess or control it.

12.3. Where BelongBack arranges collection or shipping through a third party at the user's request, this may constitute an additional service and/or be subject to the terms of the relevant logistics provider.

2.13. Transport, collection and delivery

13.1. Unless expressly agreed otherwise, BelongBack is not the carrier and does not assume a carrier's transport liabilities.

13.2. Any collection or delivery times provided are estimates.

13.3. Any risks, incidents, loss or damage arising during transport arranged by third parties will be governed by the relevant operator's terms and applicable mandatory law, without prejudice to any liability BelongBack may have for its own willful misconduct or gross negligence.

2.14. User obligations while the service is being provided

The user agrees to:

1. cooperate reasonably with BelongBack;
2. respond to requests for information or documentation;
3. avoid contradictory or uncoordinated contact with third parties where it could objectively hinder the handling of the case, unless there is a justified reason;
4. bear, where applicable, external costs for shipping, packaging, customs, insurance, fees or additional services not included in the base fee.

2.15. Limitation of liability

15.1. BelongBack will be liable only for direct loss attributable to a proven breach of contract in connection with the service actually purchased.

15.2. BelongBack will not be liable for, among other things:

1. the failure to locate the item, its non-existence, its destruction or its prior theft;
2. decisions, errors, omissions, delays or refusals of third-party custodians or carriers;
3. failure to deliver because the claimant cannot provide sufficient proof of identity, ownership or authorization;
4. customs holds, security measures, confiscations, or legal or administrative restrictions;
5. false, inaccurate or incomplete data provided by the user;
6. indirect loss, loss of profit, loss of opportunity, reputational damage or non-material harm, unless mandatory law provides otherwise.

15.3. Except where mandatory law provides otherwise, BelongBack's total liability for direct loss arising solely from the liaison service is limited to the amount actually paid by the user for that specific service.

15.4. This limitation does not apply in cases of willful misconduct, gross negligence or any other circumstance in which liability cannot lawfully be limited or excluded.

2.16. Suspension, rejection or termination of the contract

BelongBack may suspend or terminate the contract and, where applicable, refund any unearned amounts if:

1. it reasonably suspects fraud or unlawful activity;
2. the user materially breaches their obligations;
3. providing the service could entail a breach of law, a serious operational risk or infringement of third-party rights;
4. the case cannot be continued for reasons not attributable to BelongBack.

2.17. Customer service, complaints and claims

17.1. Users may send inquiries, service issues, complaints or claims to [email protected].

17.2. BelongBack will acknowledge receipt by appropriate means and seek to provide an internal tracking reference where the matter requires further action.

17.3. BelongBack will resolve complaints as quickly as possible and no later than fifteen working days after receipt, unless mandatory law or the justified complexity of the case requires otherwise.

17.4. Where reasonably requested, BelongBack will endeavor to provide human support in handling the user's complaint, without prejudice to the use of automated support tools.

2.18. Alternative dispute resolution

18.1. BelongBack is not generally a member of a specific consumer alternative dispute resolution body and is not required by a code of conduct to submit disputes to a particular accredited body.

18.2. This does not affect the user's right to refer a matter to the competent consumer authorities, use any applicable mediation or arbitration mechanism, or bring proceedings before the courts with jurisdiction under applicable law.

2.19. Data protection

19.1. The user's personal data will be processed to manage the contract, provide the service, communicate where necessary with third parties involved in locating or recovering the item, comply with legal obligations and handle complaints where applicable.

19.2. Detailed information about legal bases, recipients, retention periods, rights and all other matters required by data protection law is provided in the website's Privacy Policy.

19.3. Where providing the service requires personal data to be disclosed to third-party custodians, logistics operators or technology service providers, only the data strictly necessary to perform the contract or comply with legal obligations will be disclosed.

2.20. Modification of the conditions

20.1. BelongBack may amend these terms for legal, technical, operational or business reasons.

20.2. Revised terms will not apply retroactively to contracts already concluded unless the change is required by mandatory law or is more favorable to the consumer.

2.21. Severability

If any provision is declared void, invalid or unenforceable, the remaining terms will remain valid and in force to the extent unaffected.

2.22. Applicable law and jurisdiction

22.1. The contract shall be governed by Spanish law.

22.2. Consumers retain all mandatory rights granted by consumer law and the benefit of any applicable jurisdiction rules.

22.3. In business-to-business or professional relationships, unless mandatory law provides otherwise, the parties submit to the courts of Alicante, Spain, and expressly waive any other jurisdiction that might otherwise apply.

2.23. Language

These terms were drafted in Spanish. If they are translated into other languages, the Spanish version prevails in the event of an interpretative discrepancy, without prejudice to consumers' mandatory rights.