General terms and conditions
By contracting the services of Sociedad Estatal Correos y Telégrafos S.A., S.M.E. (hereinafter Correos), you, as the Sender, agree that these Terms and Conditions will be applied from the moment Correos accepts the Shipment, except for specific agreements or conditions arising from the distinctive characteristics of the contracted service. Correos may use its own staff to perform the services or subcontract part of them.
Correos reserves the right to change these Terms and Conditions. The valid version of these terms will be the latest version published on the El Camino con Correos website, (www.elcaminoconcorreos.com). Correos will notify the customer within a maximum period of 2 months.
Terms and Conditions of the Paq Mochila service
a. Characteristics: A service offered by Correos for transporting backpacks and suitcases between accommodation stops along the Camino de Santiago. Your rucksacks or suitcases are collected first thing in the morning from the accommodation indicated and delivered before 14:30 to your chosen hostel, hotel or lodging for the next stage. That way you can travel along the Camino de Santiago unburdened by your luggage. Further information on this service is available at https://www.elcaminoconcorreos.com/en/rucksack-transfer.
The backpack or suitcase must not exceed 15 kg in weight and the maximum journey of a transfer is 60 km/day. The maximum dimensions of the backpack or suitcase in terms of length, height and width must not exceed the sum of 210 cm, with the largest dimension not exceeding 120 cm.
b. Contracting: Customers can request the Paq Mochila service offered by Correos in three ways: online, by email or by phone.
The contracting of the Paq Mochila service can be carried out online at www.elcaminoconcorreos.com, by calling +34 683 44 00 22 or by sending an email to firstname.lastname@example.org up until 8:00 pm on the day prior to the luggage transfer, indicating as a minimum the collection and delivery addresses, your name and your contact phone number. You must leave your luggage ready to be picked up in the reception area of your accommodation before 08:00h on the collection day.
You must ensure that the content of the item is acceptable for transport by Correos and that it is correctly identified (with the label that must be attached to the luggage or rucksack) and properly packed so that Correos can safely transport and handle it carefully, assuming all responsibilities that may derive from non-compliance. You are also responsible for inserting the correct and accurate details of the sender, receiver, contracted services and shipment in the corresponding documents.
Collections will be made from the drop-off points made available by the accommodation selected by the customer.
Objects tied to or hanging from your luggage are not accepted. All items to be transported must be properly packed and placed inside the luggage. No items that are not backpacks or suitcases or exceed the dimensions indicated above will be accepted.
This Paq Mochila service does not entitle you to a reserved place in the accommodation to which it is sent, with Correos remaining completely unconnected to the relationship that any accommodation has with its guests.
To contract the Paq Mochila service, the customer must be at least 18 years of age.
If the customer makes any kind of change to their itinerary that affects the backpack’s place of destination, Correos must be notified of the change by phone (on the number indicated above) or email (to the address indicated above) before 8:00 pm on the day prior to the service. If the customer does not inform Correos in accordance with the terms and deadlines indicated, it will not be possible for Correos to carry out the service and the customer will not be entitled to claim a refund for any amount paid for that service.
Under no circumstances will Correos accept any liability for lost or stolen backpacks or suitcases once they have been deposited at the points indicated by the customer.
c. Service Operation: As a first step, the customer has to request the service by any of the above-mentioned methods (online, by email or by phone). At the same time, a reservation code will be generated that will be associated with the service throughout the journey. You can check the dates on which this service is available at www.elcaminoconcorreos.com.
Correos will collect the backpack or suitcase from and deliver it to the establishments chosen by the customer, unless the establishment refuses to permit this. Backpacks or suitcases must be ready for collection at the reception of the accommodation at 8:00 am and will always be delivered to the destination before 2:30 pm. Backpacks or suitcases will be collected and delivered without the need for the customer being physically present or signing any document. If the destination establishment refuses to accept the collection and safekeeping of the Correos backpack or suitcase, the customer will be contacted by phone or email to agree an alternative delivery location.
d. Price and billing: The unit price of the service is calculated taking into account the transfer of a single suitcase or backpack that does not exceed 15 kg and is transported between stages equal to or less than 25 kilometres in length. If the stage exceeds this distance, the price is proportional to the equivalent number of stages (if you want to make a daily journey of 50 km you will be charged 2 stages, or 60 km you will be charged 3 stages rounded upwards). The maximum distance is 60 km/day.
The final price of the contracted service that appears on the website is inclusive of VAT.
Paq Mochila reservations destined for the 'Santiago de Compostela Post Office' will benefit from a special discount on the Left luggage service.
Payment must be made in advance by bank card or PayPal. You can also pay by bank transfer or cash by agreeing to this payment by phone or email with the Paq Mochila call centre.
At the time of contracting, if payment for the service is by bank card or PayPal, Correos will issue a complete invoice that will be sent to the customer by email. With the other two payment methods (cash or transfer), when payment is made, Correos issues a simplified invoice that is only sent to the customer if requested. If you want a full invoice for the service, you must expressly request it by calling +34 683 44 00 22 or sending an e-mail to email@example.com.
Acceptance of these general terms and conditions expressly authorises Correos to issue these invoices in electronic format.
e. Delivery time: The suitcase or backpack will be delivered to the destination accommodation before 2:30 pm on the same day as it was collected.
f. Claims: Correos will not accept any responsibility for fragile, valuable or perishable objects or luggage, or objects inside inappropriate packaging.
- Regarding the customer’s right to claim compensation, a fixed amount of €60 is established in the event of loss and €30 in the event of damage/breakage.
- Claims will be made following the procedure provided for below.
Correos reserves the right to recover the luggage for its inspection and assessment, so the client must have the damaged items available until the claim is settled in full.
- For damage caused by use (scratches, unstitching, etc.), or damage to or defect in any of the protruding parts of the luggage due to its use, the customer is not entitled to compensation.
- In the event of delivery delay exceeding 12 hours and attributable to Correos, the customer is entitled to compensation of up to the full transportation price.
- Claims procedure: to make a claim for any of the above reasons, the customer must:
- Send an email to firstname.lastname@example.org explaining what happened within 24 hours of the occurrence of the incident.
- In the event of theft or loss,the customer must, within 10 calendar days of reporting the incident, send an email containing the report of the competent authority.
- In the event of serious damage, In the event of serious damage to the luggage, the customer must, within 10 calendar days of the date of termination of the reservation, send by email photographs of the damage caused and an expert’s certification of irreparability.
- In the event of loss or serious damage, the customer must provide an EU bank account number, contact phone number and address to proceed with the compensation.
g. Cancellation of the Service: Given that the service contracted is the transport of goods in which a specific date or period of execution is established, the Sender knows and is made aware, prior to the acceptance of the terms and conditions, that the right of withdrawal is not applicable to this contract, as established in art. 103 l) of R. D. Legislative 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users.
However, in the event of cancellation of the service by the client, he/she must communicate this by email to email@example.com at the latest before 20:00 on the day before the actual start of the service (free cancellation). The refund of the purchase amount will be made once the status of the booking has been checked, through the same means of payment used for the purchase.
If the booking is cancelled after 20:00 the day before the service is to be carried out, the booking will not be refundable, but the transfers pending can be used during the same season if the client decides to return to the Camino, starting where the service was cancelled.
The same cancellation policy applies to the hiring of the left-luggage office in Santiago as a delivery point for the Paq Mochila.
h. Exclusion of liability: Correos does not take responsibility for the damages and losses suffered during transport and until delivery due to unforeseen circumstances, force majeure or the nature and inherent defect of items. If the rucksack or luggage contains perishable products, you will not be compensated for the loss or deterioration thereof if delivered within the guaranteed period. Correos will not pay any compensation when the shipment is among those excluded from circulation by the former due to their content which could be considered forbidden, in accordance with the applicable regulations or whose transport is subject to special requirements or provisions. Nor will it be paid for consequential or extraordinary damages, or for loss of profit or any other indirect loss arising from loss, damage, delay, incorrect delivery or non-delivery of your rucksack/suitcase.
2) Use of the courier to e-mail service
In the event that the customer wishes to use the baggage collection/delivery notification service or baggage alerts by e-mail, which is offered by Correos free of charge, both parties agree as follows:
If the customer is interested in receiving the daily baggage collection/delivery notification by e-mail (free service), the customer must request this service by ticking the box provided for this purpose on the Paq Mochila contract form.
The customer will provide Correos with their email address so that the postal operator can notify them of the collection and/or delivery of their luggage, or both circumstances as appropriate, by sending an SMS and/or email.
The obligation of communication by email that Correos assumes shall take effect from 8:00 a.m. to 8:00 p.m. from Monday to Sunday.
The customer expressly acknowledges that the sending of e-mails by Correos within the agreed parameters (times and days) does not guarantee that said communications will be received within the aforementioned parameters, and therefore under no circumstances may Correos be held responsible for any non-receipt.
The customer expressly declares and guarantees to CORREOS that the e-mail address data is his or her own, and in the case of shipments contracted by a travel agency that he or she has the unequivocal consent of the addressee to use said data for communications via e-mail giving news of the collection or arrival of his or her shipment.
The customer also expressly declares and guarantees that he/she is aware of and accepts the possibility that the email communication may reach him/her outside the agreed times and days, for reasons beyond the control of CORREOS. The customer shall exonerate CORREOS from any liability arising directly or indirectly from the time of receipt of the email sent by CORREOS in compliance with the obligations assumed with the customer for these purposes.
3) Data protection:
In compliance with the applicable regulations on the protection of personal data, please note that your personal data will be processed by the Sociedad Estatal Correos y Telégrafos S.A (hereinafter, “Correos”) with CIF A-83052407 and registered office at Conde de Peñalver,19 - 28006 Madrid (Spain) in accordance with the provisions of the Política de Protección de datos.
4) Law and jurisdiction
The applicable law will be that of Spain and the jurisdiction will be the Law Courts of the provincial capital where the luggage is accepted.
Terms and Conditions of the Left-luggage service
By contracting the services of Sociedad Estatal Correos y Telégrafos S.A. S.M.E. (hereinafter, Correos), as user of the service, agrees that these Terms and Conditions shall apply from the moment that Correos accepts the storage of luggage/items and similar items for storage and safekeeping. Correos may use its own staff to perform the services or subcontract part of them.
Correos reserves the right to change these Terms and Conditions. The valid version of these terms and conditions will be the latest version published on the “El Camino con Correos” website “El Camino con Correos” (www.elcaminoconcorreos.com).
- Service description
The Correos left-luggage service is a service by which Correos stores and safeguards luggage/items, bicycles and walking sticks (hereinafter, luggage/items) at their offices, within the opening hours set for this purpose.
Correos will store the luggage/items in its facilities during the period indicated on the deposit sheet and specifically from the date and time of delivery to the date and time of collection..
- Accepted luggage
At the time of deposit, the depositor (the person requesting the storage service) must declare that the luggage/item is not among items that are not accepted for storage, as detailed in point 3 below. Correos can also scan luggage to verify that this condition is met.
Luggage/items, backpacks, walking sticks, bicycles or other similar objects will be accepted in storage subject to the storage limit of each office, which will be indicated to the depositor at the time of deposit. Each item must be tightly secured with no other items left unsecured. Correos shall not be held responsible, in any case, for money or other valuable objects contained in each item that cannot be stored.
- Non-accepted luggage
Not accepted for storage:
- Luggage and items containing flammable or perishable materials that emit an unpleasant odour or that may cause damage to other stored baggage/items.
- Money, jewellery, precious metals, samples or business documents and other valuables in general.
Luggage and items in bad condition may be refused, except in cases where the applicant declares in writing that they exonerate Correos from any responsibility in relation to the bad condition and/or deterioration of its contents.
The depositor undertakes to indemnify and hold Correos harmless from any damage arising from the failure to comply with the provisions of these regulations.
- OPENING HOURS OF THE LEFT LUGGAGE OFFICE
The opening hours of the Consigna service at the Santiago de Compostela post office are as follows:
- High season: Monday to Sunday, from 08:30 to 20:30.
Low season: Monday to Friday, from 8:30 to 20:30.
These opening hours may be modified according to the needs of the service.
- LEFT-LUGGAGE OFFICE PERSONNEL
The storage and safekeeping of the luggage/items is performed by Correos personnel. Personnel are obliged to comply with and enforce the rules governing the left-luggage service. Personnel can collect amounts corresponding to deposits, sign tickets and carry out all the operations and actions covered by these Regulations.
- ACCESS TO LOCKERS FOR OFFICIAL PURPOSES
In addition to Correos employees, who are responsible for the supervision and management of the service, state and local police and security forces will always be permitted access to lockers, as long as the request is justified in writing and for security reasons.
- HOW TO USE
You can order the left-luggage service in person at the Santiago de Compostela Post Office itself or online through the website https://www.elcaminoconcorreos.com/en/luggage-storage
At the time of the baggage/package deposit, the depositor must fill out the deposit sheet for the deposit and present their DNI/passport. If it is contracted online, the depositor will fill out the same deposit sheet online, which will include their personal data, email, DNI/passport and the description of the baggage that is being deposited.
At the office, a number will be assigned to each baggage/package, and a sheet (receipt) will be given to each depositor with the same number, which must be presented at the time of collection. In the case of contracting the service online, an email with a reservation code will be sent to the name specified in the reservation, which once the depositor arrives at the office in Santiago de Compostela, must be shown to the staff at the post office. You will also be given a sheet (receipt) that you must show at the time of collection.
Luggage/baggage will be held by the left-luggage service and will be assigned a number. The person requesting the service must pay the fee at the time of storage before delivery of the deposit receipt. In the case of online bookings, payment is made by credit card or Paypal at the time of filling in the personal details, ID/passport and luggage.
The fees for the storage and safekeeping of luggage/items will be those set by Correos. These can be viewed publicly at www.elcaminoconcorreos.com . The prices are per type of luggage/item as indicated below, and vary depending on the length of time in storage.
- RUCKSACK/LUGGAGE ONE DAY STORAGE: €3
- BICYCLE ONE DAY STORAGE: €5
- WALKING STICK ONE DAY STORAGE: €1.00
Special price from 5 or more backpacks / suitcases: € 2.5 per unit / day.
One day being understood as one working day during office opening hours.
The person in charge of the locker will check, at the time of return, that the receipt shown by the person who collects the luggage matches; the person in charge of the locker may, if they have reasonable doubts that the presenter of the ticket is not the legitimate owner of the luggage, request the ID card/passport of that person and in the event that it is not presented, they may suspend the return until the ID card/passport is presented. Failing this, the items shall remain in the locker until the necessary checks have been carried out.
While the return is on hold, Correos will not charge the user any fee.
Customers who are using the CORREOS Paq Mochila service may benefit from a special discount on the Left Luggage service if they wish to collect their luggage at the Main Post Office in Santiago. In the event that they want to use the service for more days, they must adapt to the corresponding rates.
CANCELLATION OF THE SERVICE
The customer knows and is made aware prior to the acceptance of the terms and conditions that in case of cancellation of the service contracted online by the customer, it will not be refundable under any circumstances and the customer must communicate it by email to firstname.lastname@example.org.
In case of the online contracting of the Consigna service in Santiago as a delivery point of the Paq Mochila, the same cancellation policy of the Paq Mochila service will be applied.
10. UNCOLLECTED LUGGAGE/ITEMS
After 30 days from the date of collection stated at the time of deposit, the unclaimed baggage/item shall be deemed to have been abandoned and the depositor shall lose any right to reimbursement or compensation therefore. Correos may proceed at its discretion to the destruction and/or retention of the luggage/items and its contents.
During the first 30 days from the date of collection, the luggage/item will remain at the Correos branch.
11. FORGOTTEN LUGGAGE REQUEST
The return of forgotten luggage shall be at the expense of the depositor, including storage and safekeeping costs, and others. Correos will send the forgotten objects if they are claimed within the stipulated period; in this case the customer must pay in advance all shipping costs, which will depend on the weight, destination, carrier, etc.
Correos is not responsible for any damage or natural deterioration of the luggage/items deposited under its direct custody that is not attributable to it or to causes related to storage on the premises. Correos is not responsible for damages or losses, force majeure and/or natural events such as earthquakes, floods, etc. Correos is not responsible for the deterioration or damage caused to any contents that have not been declared by the depositor at the time of making the deposit.
13. CONDITIONS AND REVISIONS OF THE REGULATIONS
Upon receiving the ticket, the depositor accepts all the conditions established in these Regulations, a copy of which can be requested at the Correos branch. Correos reserves the right to amend these Regulations in the event of situations that may arise during the course of the activity in question.
14. DATA PROTECTION
In compliance with applicable regulations on personal data protection, personal data will be processed by Correos in accordance with the provisions of the Data Protection Policy.
The applicable law will be that of Spain and the jurisdiction will be the Courts of Law of the provincial capital where the luggage is accepted.