Terms of service

Last updated: 7 October 2026

1. GENERAL INFORMATION

These Terms and Conditions govern access to and use of the services offered through BagsKeeper, as well as the booking of temporary luggage storage services through the network of partner establishments.

BagsKeeper is the trade name under which Ms Antonella Chiapello, NIE Z0464762Y, owner of the business, operates.

By using the platform, making a booking or purchasing any of the services offered, the user declares that they have read and accepted these Terms and Conditions and have read the Privacy Policy and the Cookie Policy. The Cancellation and Refund Policy forms part of these Terms and Conditions, so accepting them includes accepting that Policy.

The services are intended for users acting as consumers or end users, unless expressly stated otherwise. To make a booking you must be over 18 years of age and have the legal capacity to enter into contracts.

2. HOW THE SERVICE WORKS

BagsKeeper is a technology platform that facilitates the management and booking of temporary luggage storage services through a network of partner establishments. BagsKeeper contracts the service directly with the user; the physical storage is carried out at the selected partner establishment, which acts on behalf of BagsKeeper in accordance with its operating protocols.

The luggage is physically stored at the partner establishment selected by the user when making the booking.

Depending on the procedures available at each establishment, the booking may include:

• Digital check-in and check-out records for the luggage.
• Luggage identification.
• Control by means of numbered seals or identification systems.
• Temporary storage during the booked period.
• Recording of incidents relating to drop-off or collection.

The partner establishment must comply with the procedures and protocols established by BagsKeeper for providing the service.

3. BOOKINGS AND BOOKING PROCESS

To make a booking, the user must:

• Select an available partner establishment.
• Select the date and storage period.
• Indicate the number of items to be stored.
• Provide the requested details.
• Review the booking details and the total amount.
• Accept these Terms and Conditions and the applicable policies.
• Confirm the booking using the button provided for that purpose, which will clearly state "Order with obligation to pay" or an equivalent wording, and make payment using the available methods.
• Receive the booking confirmation.

Before completing the booking, the user may review and correct the details entered.

The terms applicable to the booking will be available for consultation and storage before the booking is completed.

Once the process has been completed, BagsKeeper will send an electronic booking confirmation, on a durable medium, to the email address provided by the user. It will include the booking code and these Terms and Conditions or a link to download them.

Bookings may be made in the languages available on the platform at any given time.

BagsKeeper will keep a record of the booking, the version of the Terms and Conditions accepted, the date and time of acceptance and the language used. The user may request a copy by writing to info@bagskeeper.es.

4. PRICES AND PAYMENT

The applicable prices will be those shown on the platform at the time of booking.

Unless expressly stated otherwise, prices include applicable taxes.

Payment will be made using the payment methods enabled on the platform at any given time.

These may include, among others, card payments and the payment gateways integrated into the platform.

BagsKeeper may cancel a booking and issue the corresponding refund in the event of an obvious pricing error, a significant technical error, unavailability of the establishment, reasonable suspicion of fraud or breach of these Terms and Conditions.

In such cases, BagsKeeper will inform the user as soon as possible.

5. CANCELLATIONS AND REFUNDS

5.1. Cancellation before the booking starts

The user may cancel their booking and receive 100% of the amount paid, provided that both of the following conditions are met:

• The luggage has not yet been handed over to the partner establishment.
• The booked date or period has not yet started.

Cancellation can be made through the system provided on the platform or by contacting BagsKeeper at:

info@bagskeeper.es or phone/WhatsApp: +34 624 751 143

5.2. Once the service has started

Once the luggage has been handed over to the partner establishment or the booked period has started, the booking cannot be cancelled unilaterally and, as a general rule, no refund will be given for the unused period.

This is without prejudice to the other rights to which the consumer is entitled under applicable law.

5.3. No-show

If the user does not turn up to drop off the luggage and the start date of the booking ends without the service having been used, the booking will be considered a no-show.

In such cases, the amount paid will not be refunded, unless the law provides otherwise.

5.4. Refund timing

Where a refund is due, it will generally be made using the same payment method used for the booking.

The actual time it takes to receive the amount will depend on the bank or payment service provider concerned.

6. RIGHT OF WITHDRAWAL

In accordance with Article 103(l) of the Spanish General Law for the Protection of Consumers and Users (Royal Legislative Decree 1/2007 of 16 November), the right of withdrawal does not apply to BagsKeeper bookings, as this is a service related to leisure and tourism activities that is booked for a specific date and a specific period of performance, during which the storage space is reserved for the user.

This exclusion does not affect the free cancellation set out in section 5.1: the user may cancel their booking and receive a refund of 100% of the amount paid as long as they have not yet dropped off their luggage and the booked period has not yet started.

Nor does it limit any other rights that the law grants to the consumer. This section is supplemented by the Cancellation and Refund Policy.

7. DROP-OFF AND STORAGE OF LUGGAGE

The user must hand over the luggage properly closed and in a condition suitable for storage.

As a general rule, BagsKeeper and the partner establishments do not inspect the contents of the luggage.

The user is responsible for declaring that the luggage deposited complies with these Terms and Conditions and for not including prohibited items. Items excluded from BagsKeeper Protection are deposited at the user's sole risk, in accordance with section 9.

To facilitate identification and traceability of the luggage, numbered seals, tags, photographs, digital records or other equivalent systems may be used.

Where the luggage shows visible damage, defects or anomalies before being deposited, the partner establishment may document them by means of photographs or other recording methods.

Duly identified pre-existing damage will not be considered damage caused during storage.

Collecting the luggage. To collect the luggage, the order number of the booking must be presented and the booking details (name of the booking holder and phone number) must be provided, which the partner establishment will check. The order number is unique, personal and confidential: the user is responsible for giving it only to trusted persons whom they wish to authorise to collect the luggage. Anyone who presents a valid order number and the correct details will be deemed authorised by the holder. If the person collecting the luggage is a minor, the partner establishment will first call the booking holder's phone number to confirm that they have authorised that person; if the holder cannot be reached or does not confirm it, the luggage will not be handed over and BagsKeeper will be contacted. In case of reasonable doubt as to the entitlement of the person collecting the luggage, the establishment may refuse to hand it over and will contact the holder on the booking phone number and, if doubts remain, BagsKeeper. The foregoing does not limit consumer rights or the liability of BagsKeeper or the partner establishment for wilful misconduct or negligence.

8. BAGSKEEPER PROTECTION

BagsKeeper offers BagsKeeper Protection of up to €300 per booking and item, subject to the limits, exclusions and conditions set out in these Terms and Conditions.

BagsKeeper Protection is a direct commercial commitment by BagsKeeper and is not an individual insurance policy taken out by the user with an external insurance company.

Within the established limits, the protection may apply in the event of loss, theft, misplacement or direct damage to the luggage during the storage period, where the incident is covered under these Terms and Conditions and is duly proven.

The maximum compensation will be €300 per item and booking, regardless of the value of the luggage contents, and this limit may not be exceeded.

The existence of this protection does not mean that all items contained in the luggage are covered.

The user must cooperate reasonably in the investigation of any incident and provide the information or documentation needed to prove the luggage, its contents and, where applicable, its value.

Compensation will be determined on the basis of the proven circumstances of the incident and the limits set out in these Terms and Conditions.

Valuation. Compensation will be calculated according to the actual value of the affected goods at the time of the damage or loss (replacement value less depreciation for use and age), and will in no case exceed €300 per item and booking. The user must prove the existence and value of the goods by means of purchase receipts, photographs or other appropriate evidence.

Pre-existing damage and contributory causes. Pre-existing damage or defects, normal wear and tear and inherent defects of the luggage or its contents are not covered. Where the damage is partly due to causes attributable to the user or third parties, the compensation will be reduced proportionately.

Decision and payment. BagsKeeper will communicate its reasoned decision within a maximum of thirty (30) calendar days from receiving the complete documentation and, where applicable, will pay the compensation using the same payment method as the booking or another method agreed with the user. The user may not receive compensation more than once for the same damage: if they have already been compensated by other means (for example, their own insurance), that amount will be deducted.

9. PROHIBITED ITEMS AND ITEMS EXCLUDED FROM BAGSKEEPER PROTECTION

9.1. Prohibited items

For safety and legal reasons, the following items will not be accepted for storage:

• Firearms, ammunition, bladed weapons, explosives, fireworks or any object intended to cause harm.
• Flammable substances, fuels, gases, toxic, corrosive or hazardous chemical products, radioactive materials and damaged or defective batteries.
• Illegal drugs, narcotic or psychotropic substances and any other item whose possession, storage or sale is illegal.
• Perishable food, products liable to deteriorate, leak or give off unpleasant odours, as well as waste or rubbish.
• Live or dead animals, plants and other living organisms.
• Any other item whose nature, condition, packaging or contents may endanger people, premises or luggage, or cause damage to other goods in storage.

This list is merely illustrative and not exhaustive. The user is responsible for not depositing prohibited items. If a prohibited item is detected, BagsKeeper or the partner establishment may refuse storage.

9.2. Items accepted but excluded from BagsKeeper Protection

The following items may be deposited at the user's sole risk, but are excluded from BagsKeeper Protection and from any compensation (we recommend not depositing them):

• Keys, cash, foreign currency, credit or debit cards, cheques, gift cards or other means of payment or negotiable securities.
• Jewellery, luxury watches, precious stones or precious metals.
• ID cards, passports, visas and any other official or personal documents.
• Tickets, travel documents, admission tickets and other documents whose loss could prevent or hinder a journey.
• Items with an individual value, determined in accordance with section 8, exceeding €300.
• Electronic devices of any kind, including, among others, mobile phones, laptops, tablets, photo or video cameras, games consoles, smartwatches, e-readers, headphones, GPS devices, hard drives, USB sticks, memory cards and other similar electronic devices or media, as well as their chargers, cables, batteries and accessories.
• Items whose value is mainly sentimental, emotional, historical or personal and whose economic value cannot be objectively determined by market criteria.
• Essential or prescription medicines whose loss could pose a health risk.
• Works of art and antiques.
• Fragile items, such as glassware, ceramics, porcelain, glass objects or musical instruments.
• Professional goods, commercial samples and other goods intended for business activity.

The exclusion of these items does not affect the protection applicable to the rest of the luggage contents.

10. LIABILITY

BagsKeeper and the partner establishments will act in accordance with the procedures established for providing the service.

BagsKeeper's liability will be limited by the terms and limits of BagsKeeper Protection where that protection applies, without prejudice to the non-waivable rights granted to consumers by current legislation.

Liability requires a causal link between the storage and the damage caused. The user must take reasonable steps to mitigate the damage and cooperate in its assessment, which will be carried out objectively as provided in section 8.

The following will not be compensated under these Terms, unless the law provides otherwise:

• Indirect or consequential damage.
• Loss of profit.
• Economic losses arising from being unable to use the luggage.
• Flights, trains, excursions, bookings or transport missed as a result of an incident.
• Costs or losses caused by delays of third parties.
• Damage resulting from force majeure or events reasonably beyond BagsKeeper's control.

These limitations will not affect rights or liabilities that cannot legally be excluded or limited.

11. INCIDENTS, DAMAGE AND CLAIMS

The user must report any incident relating to loss, theft, misplacement or damage to the luggage to BagsKeeper as soon as possible and, in the case of apparent damage, preferably at the time of collection or within the following 24 to 72 hours, attaching photographs. This guidance does not limit the mandatory rights of consumers, and hidden damage that could not reasonably be detected at that time is excepted.

Incidents can be reported via:

info@bagskeeper.es or phone/WhatsApp: +34 624 751 143

To process a claim, BagsKeeper may request information reasonably necessary to investigate the incident, including:

• Booking number.
• Luggage identification.
• Description of the incident.
• Photographs.
• Purchase receipts or documentation proving the value of the affected goods, where necessary.
• Any other information reasonably related to the claim.

BagsKeeper will review each incident and give the user a reasoned decision within the period set out in section 8.

12. UNCOLLECTED LUGGAGE

Drop-off and collection times. Luggage may only be dropped off and collected during the opening hours of the partner establishment shown on the platform. The booking system only allows times within those hours to be selected. The price of each booking covers a storage period of up to twenty-four (24) hours from the drop-off time.

It is the user's responsibility to collect their luggage during the establishment's opening hours. BagsKeeper will not be liable if the user arrives outside those hours and cannot collect their luggage because the establishment is closed. In that case, the luggage will remain in storage and the user may collect it during the next opening hours at no extra cost, provided that the twenty-four (24) hours booked have not been exceeded. If they have been exceeded, the user must pay for an additional day of storage at the current rate before the luggage is handed over.

Establishment closed during published opening hours. If the partner establishment is closed during the opening hours published on the platform for the booking, the user will not bear any additional cost as a result, and BagsKeeper will take reasonable steps to enable them to collect their luggage as soon as possible, remaining liable to the user in accordance with these Terms and Conditions and applicable law, without prejudice to any action BagsKeeper may take against the partner establishment.

The user must collect their luggage within the booked period and during the opening hours of the partner establishment.

Once the booked period has ended, additional storage charges may apply in accordance with the current rates published by BagsKeeper. Partner establishments may not set or charge directly any costs not accepted by the user.

Where luggage remains uncollected, BagsKeeper will make at least three (3) attempts to contact the user, through two (2) different channels (email and phone or WhatsApp), using the details provided in the booking, over a period of thirty (30) calendar days from the scheduled collection date, and will keep a record of these attempts.

If the user does not collect the luggage after these requests, BagsKeeper may transfer it to a suitable storage facility with a written record and documented chain of custody, without opening it unless legally authorised, and will inform the user, who may collect it upon payment of the proven costs of the extraordinary storage. BagsKeeper may also take the legally appropriate measures regarding the luggage, taking into account its nature and the circumstances of the case.

Any destruction, handover, donation, sale, disposal or other action regarding the luggage will only be carried out where legally permitted.

13. PROHIBITED USES

The user may not use BagsKeeper:

• For illegal or fraudulent activities.
• To deposit prohibited items.
• To store goods permanently.
• To infringe the rights of third parties.
• To use the service for any purpose other than the temporary storage of luggage.

BagsKeeper may refuse or cancel a booking where there are reasonable grounds to believe that use is being made contrary to these Terms or to applicable law.

14. AVAILABILITY AND OPERATIONAL CHANGES

BagsKeeper will endeavour to maintain the availability of the service and of the partner establishments listed on the platform.

However, operational or technical circumstances or force majeure may temporarily prevent the service from being provided.

Force majeure. Neither party shall be liable for any failure or delay caused by unforeseeable or unavoidable events beyond its reasonable control, such as fires, floods, power failures, decisions of the authorities, serious disruption to transport or telecommunications, or cyberattacks. In such cases, BagsKeeper will inform the user without delay, take reasonable measures to mitigate their effects, continue to store the luggage with due diligence for the duration of the contingency and, if the booked service cannot be provided and no reasonable alternative can be offered, refund the amount corresponding to the part not provided.

If a booking cannot be provided due to a circumstance attributable to BagsKeeper or the partner establishment, BagsKeeper will endeavour to offer a reasonable alternative or, where appropriate, refund the amount paid.

15. DATA PROTECTION

Personal data provided by users will be processed in accordance with applicable data protection legislation, including Regulation (EU) 2016/679 (GDPR).

Detailed information on data processing, purposes, legal basis, rights and other relevant aspects is available in the BagsKeeper Privacy Policy.

In particular, to provide the service we process the identification and contact details of the booking, the seal number, the photograph of the seal when the luggage is returned and, if an item arrives damaged, the photographs taken on receipt (avoiding capturing people or personal data), and records of check-in, check-out and incidents, which are shared with the selected partner establishment, as data processor, to the extent necessary. The Privacy Policy is available on the website www.bagskeeper.com.

16. INTELLECTUAL AND INDUSTRIAL PROPERTY

The elements of the BagsKeeper platform, including the brand, logos, texts, designs, photographs, graphics, content and other protected elements, belong to BagsKeeper, its owner or third parties who have authorised their use.

Reproduction, distribution, transformation or exploitation of such content without the corresponding authorisation is prohibited, except where permitted by law.

17. CHANGES TO THESE TERMS

BagsKeeper may amend these Terms and Conditions where necessary to adapt them to legal, technical, operational or commercial changes.

The new terms will apply from their publication, without prejudice to acquired rights or to the terms applicable to bookings made previously.

18. GOVERNING LAW AND DISPUTE RESOLUTION

These Terms and Conditions are governed by Spanish law.

Where the user is a consumer, the mandatory consumer protection rules that apply will be respected, including those relating to jurisdiction and dispute resolution.

BagsKeeper will endeavour to resolve amicably any complaint that may arise in connection with the services.

Unless BagsKeeper expressly states that it has joined an alternative consumer dispute resolution scheme, the user may submit their complaint to the competent consumer authorities or bring proceedings before the courts.

The user may contact BagsKeeper through the channels indicated in these Terms before pursuing other means of redress.

Nothing in these Terms constitutes a waiver of the rights granted to consumers by applicable law.

19. CONTACT AND CUSTOMER SERVICE

For enquiries, complaints or incidents relating to a booking:

BagsKeeper
Owner: Ms Antonella Chiapello, NIE Z0464762Y

Email: info@bagskeeper.es
Phone / WhatsApp: +34 624 751 143
Postal address: Partida Penyacerrada 38, 03110 Mutxamel, Alicante, Spain

ACCEPTANCE

By making a booking, the user declares that they have had access to these Terms and Conditions, have been able to read them before contracting and accept the terms applicable to the service booked.

Acceptance will take place through the mechanism provided on the platform before payment is completed.