Legal Notice and General Terms and Conditions

2. General Terms of Contracting

Last updated: 14 de marzo de 2026

2.1. Identification of the provider

These General Terms and Conditions govern the distance contracting of the services offered by AEROSAFE SL, trading as BelongBack, with the identification details indicated in the Legal Notice.

2.2. Purpose of the contract

BelongBack provides a professional service of mediation, documentary research, communication, follow-up and management of files to attempt to locate and facilitate the recovery of items allegedly lost with third-party entities, such as airports, airlines, hotels, transport companies, public bodies, lost property offices and other potential operators or custodians.

2.3. Nature of the service

3.1. The contracted service is an obligation of means and not of result.

3.2. BelongBack does not guarantee the location, identification, custody, delivery or effective recovery of the item.

3.3. The success of the service depends, among other factors, on the actual existence of the item, its location, the elapsed time, the custody policy of third parties, the adequacy of the information provided by the user and the collaboration of entities external to BelongBack.

3.4. The fee paid remunerates the professional activity of analysis, processing, communication and tracking of the file, and does not constitute a price for the guaranteed delivery of the item nor an insurance premium.

2.4. Description of the service

Unless otherwise indicated in the specific service sheet, the provision may include, as appropriate:

1. review of the information provided by the user;
2. opening and organization of the file;
3. identification of potentially competent channels, forms or departments;
4. sending or preparation of communications and requests;
5. reasonable follow-up of the file during the temporary or functional scope announced in the offer;
6. information to the user regarding received responses, incidents or closure of the file.

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 act as the legitimate owner of the item or as a person duly authorized to claim it.

5.3. BelongBack may request reasonable documentation to verify identity, ownership, authorization or standing before initiating or continuing proceedings.

5.4. BelongBack may reject or suspend the service when there are reasonable indications of fraud, impersonation, misappropriation, reckless claims or lack of standing.

2.6. Excluded or limited items

6.1. BelongBack may refuse to handle files related to cash, weapons, dangerous substances, illegal goods, perishable items, items whose possession or transport is restricted, or any other scenarios that may involve legal, operational or security risks.

6.2. In the case of passports, official documents, bank cards, terminals containing personal data of third parties or items subject to specific protocols, BelongBack may limit its actions to informative, coordination or support tasks if the custodian's regulations or policies require personal action by the owner or competent authority.

2.7. Information provided by the user

7.1. The user agrees to 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 shall be liable for damages or costs arising from false, inaccurate, incomplete or maliciously provided data.

7.3. BelongBack may request clarifications or additional documentation and suspend the file until their receipt.

2.8. Price, taxes and payment

8.1. The total price of the service will be clearly and prominently displayed on the contract sheet before the order is formalized, indicating whether taxes are included.

8.2. Unless expressly indicated otherwise, the costs of transportation, collection, packaging, courier, customs, insurance or additional services are not included in the base rate of the intermediation service.

8.3. Payment will be made using the methods provided on the website.

8.4. BelongBack may refrain from starting the service until effective confirmation of payment.

2.9. Perfection of the contract and electronic contracting

9.1. The contract is deemed to be concluded when the user completes the purchase process and receives the corresponding confirmation on a durable medium.

9.2. Before formalizing the order, the user may consult these conditions, store and reproduce them.

9.3. Before initiating the contracting process, the website will inform of the steps to follow, the means to detect and correct errors in data entry, whether the contract will be archived, and the language of the contract available.

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

2.10. Start of service provision and right of withdrawal

10.1. When contracting, the user may expressly request that BelongBack begin providing the service during the legal withdrawal period.

10.2. If the user is a consumer, they generally have fourteen calendar days to withdraw from the contract, except in legally excepted cases.

10.3. In service provision contracts, the right of withdrawal will be lost only when the service has been fully performed, provided that the performance began with the user's prior express consent and with their acknowledgment that they will lose that right once the provision is fully completed.

10.4. If the user withdraws after requesting the start of the service, but before its full execution, they must pay an amount proportional to the part of the service effectively provided until the date the withdrawal is communicated.

10.5. If BelongBack has not correctly informed about the withdrawal or has not obtained the express request for immediate start when required, the provisions of the applicable mandatory regulations will apply.

10.6. The withdrawal may be exercised by any means that provides proof of its submission and content.

2.11. Scope and termination of service

11.1. The service will be considered completed when any of the following circumstances occur:

1. BelongBack has completed the actions included in the scope of the contracted service;
2. the item has been located and the recovery or delivery procedure has been communicated to the user;
3. the third-party custodian has reasonably denied the delivery, claim, or existence of the item;
4. it becomes objectively impossible to continue with the file due to lack of collaboration by the user, impossibility of identifying the item, lack of useful channels or justified closure of the case by third parties;
5. the user requests the closure of the file.

11.2. The conclusion of the file does not necessarily imply the recovery of the item.

2.12. Relationship with third parties

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

12.2. Decisions regarding the location, custody, delivery, destruction, blocking, confiscation or return of the item correspond to the third parties that have its possession or control.

12.3. When, at the user's request, BelongBack coordinates a collection or shipment with third parties, this phase may constitute an additional service and/or be subject to the conditions of the corresponding logistics operator.

2.13. Transport, collection and delivery

13.1. Unless expressly agreed otherwise, BelongBack does not assume the status of carrier nor the responsibility associated with transport.

13.2. Delivery or collection times provided are estimated.

13.3. Risks, incidents, losses or damages occurring during transport organized by third parties will be governed by the conditions of the corresponding operator and by applicable mandatory regulations, without prejudice to the liability that may correspond to BelongBack for its own willful misconduct or gross negligence.

2.14. Obligations of the user during the provision of the service

The user agrees to:

1. collaborate reasonably with BelongBack;
2. meet all information and documentation requirements;
3. refrain from contacting third parties in a contradictory or uncoordinated manner when this could objectively prejudice the management, unless there is a justified cause;
4. assume, where applicable, external costs for shipping, packaging, customs, insurance, fees or additional procedures not included in the base rate.

2.15. Liability limitations

15.1. BelongBack will be exclusively liable for direct damages attributable to it for proven contractual breach within the framework of the service actually contracted.

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

1. the non-appearance, non-existence, destruction or prior theft of the item;
2. decisions, errors, omissions, delays or refusals of third-party custodians or carriers;
3. the impossibility of delivery due to lack of proof of identity, ownership or authorization of the claimant;
4. customs retentions, security measures, seizures or legal/administrative restrictions;
5. false, inaccurate or incomplete data provided by the user;
6. indirect damages, loss of profit, loss of opportunity, reputational damage or moral injury, unless a mandatory rule provides otherwise.

15.3. Except where preempted by imperative law, BelongBack's total liability for direct damages arising exclusively from the intermediary service will be limited to the amount effectively paid by the user for that specific service.

15.4. This limitation shall not apply in situations involving willful misconduct, gross negligence, or any other situations in which liability cannot be constrained or removed under applicable law.

2.16. Suspension, rejection or termination of the contract

BelongBack may suspend or terminate the contract, refunding any unaccrued amounts where applicable, when:

1. it detects reasonable indications of fraud or illegality;
2. the user fundamentally breaches their obligations;
3. the provision of the service may involve a legal infringement, severe operational risk or infringement of third-party rights;
4. it is not possible to continue the management due to causes not attributable to BelongBack.

2.17. Customer service, complaints and claims

17.1. Users may direct inquiries, incidents, complaints, or claims to [email protected].

17.2. BelongBack will acknowledge receipt by reasonable means and will try to provide an internal tracking reference when the incident requires further processing.

17.3. BelongBack will resolve claims in the shortest possible time and, in any case, within a maximum of fifteen working days, unless a mandatory rule or the justified complexity of the case requires otherwise.

17.4. When reasonably requested by the user, BelongBack will seek to provide human attention in handling their claim, without prejudice to the use of automated support tools.

2.18. Alternative dispute resolution

18.1. BelongBack is not generally adhered to a specific alternative dispute resolution entity for consumers, nor is it obliged by a code of conduct to submit to a specific accredited entity.

18.2. The foregoing is without prejudice to the user's right to apply to the competent consumer authorities, the appropriate mediation or arbitration mechanisms, or the competent courts and tribunals in accordance with applicable regulations.

2.19. Data protection

19.1. The user's personal data will be processed for the purposes of managing the contracting, providing the service, communicating with third parties involved in locating or recovering the item when necessary, complying with legal obligations and, where appropriate, addressing claims.

19.2. Detailed info on legal frameworks, recipients, retention periods, rights, and other matters mandated by data protection standards are specified in the website's Privacy Policy.

19.3. When the provision of the service requires communicating data to third-party custodians, logistics operators or technological providers, this communication will be carried out to the extent strictly necessary for the execution of the contract or for compliance with legal obligations.

2.20. Modification of the conditions

20.1. BelongBack may modify these conditions for legal, technical, operational or business reasons.

20.2. The new versions will not apply retroactively to already concluded contracts, unless the modification is imposed by a mandatory rule or is more favorable to the consumer.

2.21. Partial invalidity

If any clause is declared null, invalid or inapplicable, this will not affect the validity of the remaining conditions, which will remain in force in everything that is not affected.

2.22. Applicable law and jurisdiction

22.1. The contract shall be governed by Spanish law.

22.2. If the user is a consumer, the mandatory rights recognized by consumer regulations and the applicable rules of judicial competence shall be respected in any case.

22.3. In relations between businesses or professionals, unless a mandatory rule provides otherwise, the parties submit to the courts and tribunals of Alicante (Spain), expressly waiving any other jurisdiction that may apply to them.

2.23. Language

These conditions are drafted in Spanish. In case of translation into other languages, the Spanish version will prevail in case of interpretative discrepancy, without prejudice to the mandatory rights of the consumer.