GOENVIO TERMS AND CONDITIONS OF SERVICE

Last updated: 1 November 2026

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These terms and conditions (hereinafter referred to as the «General Terms and Conditions») set out the rules and regulations governing the use of our website and the purchase of products and/or services via the website, regardless of the application, digital medium, platform or device through which it is accessed.

You must read the Terms and Conditions carefully and accept them before accessing or using the websites of the company AEROSAFE, S.L., with Tax Identification Number (N.I.F.) B-05.417.399 and with its registered office at Calle Preciados, 3, Altea, 03590 – Alicante, Spain (hereinafter «GOENVIO»). You agree to be bound by these General Terms and Conditions. If you do not accept these General Terms and Conditions, you may not access or use GOENVIO’s websites.

The following terminology applies to these General Terms and Conditions or to any other agreement entered into.

«Customer», «you» and «your» or «user» refer to you, the person accessing this website and accepting GOENVIO’s General Terms and Conditions.

«The Company», «We», «Our» and «Us», «App», «Web» or «Website» refer to GOENVIO.

«Party», «Parties» or «We» refers to both the Customer and GOENVIO, or to either the Customer or GOENVIO.

If you have any questions regarding these Terms of Service, please contact us at info@goenvio.es

GOENVIO makes every effort to ensure that the information contained on this website is complete, accurate and correct. Should any error be found in the information, it will be rectified as soon as possible.

1. YOUR DATA AND USE OF THIS WEBSITE.

Any personal information or data you provide to us will be processed in accordance with the provisions of the Privacy Policy. By using this website and the services provided through it, you consent to the processing of your data and declare that it is true and accurate.

2. USE OF OUR WEBSITE.

By using this website and submitting a request for services via this site, you agree to:

  1. i. Do not provide any false, fraudulent, illegal, defamatory, harmful, obscene or objectionable services. If a request of this nature could reasonably be considered to have been made, we shall be entitled to cancel it and report it to the relevant authorities.
  2. ii. To provide us with the personal information and authorisation for its collection as required, in accordance with the Privacy Policy, in a truthful and accurate manner. If you do not provide the required information, we will be unable to process the dispatch of your item.
  3. iii. Be aged eighteen (18) or over and have sufficient legal capacity to enter into contracts under the applicable Spanish legislation.
  4. iv. You must not modify, copy, duplicate, distribute, transmit, market, display, perform, reproduce, publish, licence, create derivative works from, transfer or sell any information obtained from this website without our express written consent.

3. AVAILABILITY OF THE SERVICE.

The services offered via this website will be provided in Spain and Portugal, with domestic and international deliveries handled by our logistics partners. All deliveries are subject to availability and the legal restrictions of the destination. We reserve the right to amend the shipping and delivery terms at any time, without prior notice, in order to comply with applicable regulations and market conditions.

Furthermore, we accept no liability for delays or delivery issues attributable to causes beyond our control, including, but not limited to, customs delays, strikes or logistical problems arising from our suppliers. It is the customer’s responsibility to ensure that the products ordered comply with the import regulations and restrictions of the destination country. In the event of a return for these reasons, any additional costs will be borne by the customer.

4. HOW TO APPLY FOR THE SERVICE.

  1. 1. You must request a quote via the web application.
  2. 2. You will receive an email stating the cost of the service. At that point, if you wish to proceed with the service, you will need to make the payment.
  3. 3. You must send us the authorisation and a copy of your national identity card or passport. This documentation is essential for us to be able to return your lost item to you.
  4. 4. Please contact the lost property office and confirm that we will come and collect your belongings.

5. RIGHT TO CANCEL THE SERVICE.

GOENVIO may refuse a request for a service or, where applicable, cancel a previously confirmed service, for the reasons set out below:

  1. i. In the event of a cyber-attack or a force majeure event beyond our control, such as strikes, natural disasters or the inability to access telecommunications systems, for example. Where the provision of services is impossible due to prolonged power cuts, faults in telecommunications lines, industrial disputes, strikes, riots, explosions, floods, acts or omissions by the Government, or, in general, any situation of force majeure or unforeseeable circumstances.
  2. ii. Where there are reasonable grounds to suspect that the service in question may be fraudulent.
  3. iii. Because our logistics partners are unable to collect the lost item.
  4. iv. Due to a lack of documentation on the part of the customer.
  5. v. For logistical or operational reasons that make it impossible to provide the service.

Should any of these circumstances arise, which would result in the service not being accepted or being cancelled, as applicable, the amounts you have paid will be refunded within the following few days via the same payment method used for the purchase.

6. SHIPPING AND DELIVERY.

(a) Dispatch of lost goods

Lost goods will be dispatched and delivered by a carrier designated by GOENVÍO, such as UPS, FEDEX or TNT, and the customer hereby accepts these terms and conditions

b) Delivery address.

The items found will be sent to the address specified by the customer at the time of the request, subject to the provisions of paragraph (i).

(c) Delivery time and cost.

Delivery times and prices will depend on the weight and size of the item and the delivery distance, which may vary depending on other factors; the customer hereby releases GOENVIO from any liability in this regard.

(d) Delivery times

The customer understands that all collection and delivery times provided during the process are estimates only and are not binding on GOENVIO; nor is the logistics provider obliged to compensate the customer for any damage caused by any delay, or to reimburse any related costs.

(e) Waiver of claims

Any user who decides to use the delivery service expressly waives any claim or legal action against GOENVIO for any damage, missing parts, defects or other apparent imperfections in the items delivered, except for damage caused during delivery.

(f) Acceptance of delivery

By accepting delivery of the parcel(s) and/or signing the courier’s documentation, the User confirms that the parcel(s) have arrived without any visible damage caused during transit.

(g) Damage on delivery or loss.

If Users receive items with obvious signs of damage to the packaging or contents, they must immediately lodge a complaint with the carrier and contact the courier company by email. They must report such damage within 24 hours of delivery, in writing and by registered letter with acknowledgement of receipt, enclosing the delivery note and a clear description of the defect.

GOENVIO acts as an intermediary during the transport process and therefore accepts no liability for any loss of or damage to goods in the custody of its logistics providers, whether destined for domestic or international destinations; such liability rests solely with those providers, in accordance with the provisions of Law 15/2009 of 11 November on Contracts for the Land Transport of Goods. For information purposes, this liability is limited in accordance with the terms set out in Article 57 of that law, and therefore compensation for loss or damage may not exceed one third of the daily Public Multiple-Purpose Income Indicator (IPREM) for each kilogram of gross weight of the lost or damaged goods.

Similarly, if the parcel is lost, the customer must lodge a claim with the courier company immediately. The terms and conditions regarding compensation for lost goods can be found via the following links; these terms and conditions shall take precedence over any others.

(h) Incorrect items

If the User receives an item that does not belong to them, they must notify GOENVIO within 10 days by email at: info@goenvio.es

(i) Accuracy of delivery addresses.

Users are responsible for providing complete and accurate delivery addresses. GOENVIO accepts no liability for failed deliveries due to incorrect or incomplete information provided by the User.

(j) Customs.

GOENVIO and its logistics partners do not act as customs agents or brokers and are not responsible for the process or for any charges arising from customs duties or customs procedures. The customer is always responsible for checking in advance the customs requirements of the exporting and importing countries in accordance with local legislation and policies.

k) Failed collection.

If the item is not ready for collection at the agreed location, a ‘Failed Collection’ surcharge will be applied. This surcharge amounts to €15.00, including VAT. Additional charges may apply in the event of failed collections or delays in collection due to reasons attributable to the user or the airport’s lost property office.

7. FAILURE TO DELIVER.

The courier will usually make two delivery attempts at your address on working days. After the final attempt, parcels will be returned to the sender, incurring additional return delivery charges.

In the event that the parcel has not been delivered for reasons beyond our control, we will contact you and, if, thirty (30) days after we have made the item available to you, you have not collected it yourself or have refused to accept it, it will be deemed abandoned; please bear in mind that returns will incur additional costs.

For further information, please contact us via our Customer Service channels.

8. PRICE AND PAYMENT

(a) Prices and costs.

Prices include packaging. The exact cost of the service will be communicated to the user before the contract is finalised.

b) Secure payment.

GOENVIO offers secure payment via PayPal or by credit card through PayPal. Payments will be processed in accordance with the service provider’s terms and conditions. Further information can be found in PayPal’s legal agreements: PayPal Legal Agreements.

(c) Currency.

Unless otherwise stated, all prices are quoted in euros.

(d) Acceptance of the delivery provider’s terms and conditions.

The User expressly accepts the terms and conditions of the designated courier companies, including any related charges and customs duties. If the User refuses the parcel due to these charges, they assume full responsibility for all related costs.

You can view the legal terms and conditions of the delivery companies via the hyperlinks.

9. RESTRICTIONS.

Items that may not be sent include the following – though this is not an exhaustive list – regardless of the country of destination:

  • • Weapons and ammunition, in accordance with the provisions of Articles 28 and 29 of Organic Law 4/2015 of 30 March on the Protection of Public Safety, as well as any object classified as a weapon, whether regulated, prohibited or a weapon of war, as described in Royal Decree 137/1993 of 29 January, which approves the Weapons Regulations, and in any applicable related legislation;
  • • Dangerous goods (explosives, toxic gases, toxic and biohazardous substances, radioactive substances, etc.);
  • • Waste, live plant products, animals, perishable goods;
  • • Cash, precious metals, jewellery, gemstones, works of art, antiques, cheques, ready-to-use credit cards, coins, revenue stamps, valid telephone cards;
  • • Any means of payment, securities, documents, removal goods, bulk goods;
  • • Manufactured tobacco products (cigarettes, cigars, etc.).

GOENVIO accepts no liability for damage to or loss of parcels received in contravention of the exclusions set out in the preceding paragraphs, except in cases where GOENVIO has given its written consent.

10. LIABILITY AND DISCLAIMER.

Unless expressly stated otherwise in these Terms of Service, our liability in relation to any service purchased on our website shall be strictly limited to the payment made for the purchase of that product, without prejudice to any other rights granted to you as a consumer under the law.

However, unless otherwise provided for by law, we shall not accept any liability for the following losses, regardless of their cause:

  1. (i) loss of revenue or sales:
  2. (ii) loss of business or loss of profit;
  3. (iv) loss of anticipated savings;
  4. (v) loss of data; and
  5. (vi) wasted management time.

You acknowledge that the internet is not entirely secure. GOENVIO will take all appropriate measures to protect the security of any payments, debit/credit card details and sensitive information, without prejudice to the privacy and data processing policies of other providers, which you accept by using this website. GOENVIO cannot guarantee absolute security and, therefore, shall not be liable for any loss or damage you may suffer as a result of the loss of confidentiality of such information.

10.1. GOENVIO’s liability

GOENVIO shall not be liable to any person for any direct or indirect, consequential or incidental damages, including (without limitation) loss of profits or revenue, loss of business opportunities, costs of substitute goods or services, loss of or damage to data, or business interruption, arising out of any use of the website.

10.2. Customer’s liability

The customer shall be responsible for ensuring the legality and lawfulness of the goods, as well as for obtaining the necessary authorisations to provide GOENVIO with the identity and contact details of the recipients of the consignments. In the event that the customer provides GOENVIO with goods that are unlawful, inherently defective, faulty, flawed, or subject to any other irregularity not disclosed at the time of contracting the services, GOENVIO shall not accept any liability and shall cooperate with the relevant authorities should this be necessary.

The customer must provide the necessary information and documentation relating to the goods, and shall be liable for any damage that may arise from the absence or inaccuracy of such documentation. GOENVIO, acting in good faith in accordance with the rules governing commercial relations, is under no obligation to verify whether these documents or details are accurate or sufficient.

The customer warrants that the information and documents provided to GOENVIO for the purposes of the transport are true and accurate.

11. ASSIGNMENT, TRANSFER OF DATA AND WAIVER OF RIGHTS.

This contract is binding on both you and us, as well as on our respective successors and assignees. You may not assign, transfer, charge or otherwise dispose of this contract or any of the rights or obligations arising therefrom without our prior written consent.

For our part, it is hereby stated that GOENVIO may assign, transfer, encumber, subcontract or otherwise transfer a contract or any of the rights or obligations arising therefrom at any time during its term. For the avoidance of doubt, such assignments, transfers, encumbrances or other transfers shall not affect any rights you may have as a consumer under the law, nor shall they nullify, reduce or otherwise limit any warranties, whether express or implied, that we may have granted you.

No waiver by us of any specific right or remedy shall constitute a waiver of any other rights or remedies arising under these Terms of Service, unless this is expressly stated in writing.

The user expressly authorises the transfer of the following personal data to third parties and suppliers necessary for the proper provision of the contracted service: first name, surname(s), personal identification number, a copy of their national identity card or passport, email address and telephone number, as well as their postal address. This data will be used exclusively for the purpose of ensuring the proper performance of the services requested. The user shall hold GOENVIO harmless in respect of the data protection practices of third parties and suppliers, who shall be responsible for such processing. Users are strongly advised to familiarise themselves with the terms and conditions and privacy policies of each of the suppliers assigned to their consignment.

12. OUR RIGHT TO AMEND THESE TERMS AND CONDITIONS

We reserve the right to amend these General Terms and Conditions of Service at any time; however, they shall not, under any circumstances, apply retrospectively.

13. MISCELLANEOUS.

Communications. – By using this website and placing orders via it, you agree that any communications we may need to send you will be sent electronically.

Partial invalidity. – Should any of these General Terms and Conditions be declared null and void by a final decision issued by a competent authority, the remaining terms and conditions shall remain in force and shall not be affected by such a declaration of invalidity.

Entire Agreement. – These General Terms and Conditions and any document expressly referred to herein constitute the entire agreement between you and us in relation to the provision of the service via this website and supersede any other prior agreement, arrangement or undertaking agreed between you and us, whether verbally or in writing.

14. CONTACT.

If you have any queries, questions, suggestions or complaints, please contact us via the following channels:

Email: info@goenvio.es

15. APPLICABLE LAW AND COMPETENT COURT.

The use of this website to arrange a delivery service, as well as any services subscribed to via this website, shall be governed by Spanish law.

Any dispute arising out of or in connection with your use of the website or the aforementioned contracts shall be subject to the jurisdiction of the competent Spanish courts.

Dispute resolution. The European Commission has set up an online platform for the resolution of disputes. The platform serves as a point of contact for the out-of-court resolution of disputes relating to contractual obligations arising from online sales contracts. This platform and further information can be found at ec.europa.eu/odr. We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.