Logotipo de Bob


1.- Subject Matter and Scope

PROTECHTEDBAGS S.L. (hereinafter, the“COMPANY”), holding Spanish tax identification number (CIF) B-87729349, and domiciled at Calle Serrano Anguita, num. 13, 28.005, Madrid, is mainly engaged in transferring luggage and, in some occasions, depending on the flight which has been booked by the client (“CLIENT”), also provides the check-in service of such baggage on behalf of the passenger for its delivery to the handling agent at the airport of origin and the baggage collection service at the baggage reclaim belt of the airport of destination and its transfer to the point agreed with the CUSTOMER at the time of contracting (jointly and indistinctly, the “SERVICE”). The COMPANY is registered in the Mercantile Registry of Madrid, Volume 35626, Sheet 1, Page M640298, and its web domain is “bob.io”.

The contact details of the COMPANY are as follows: e-mail support@bob.io.

When hiring the services of the COMPANY, you – playing the role of CLIENT – are showing your agreement on the present terms and conditions (the “TyC”) being applied form the moment you contract the SERVICE of the COMPANY. These TyC will be applicable to any document which is created by the systems of the COMPANY, and which will be considered as a delivery note for all legal purposes.

The “Web Page” of the COMPANY is the present one. When referring to “Airport” , it is meant to allude to the airports which the COMPANY is able to provide the SERVICE at any time and which are identified in the Web Page and during the contracting process of the SERVICE by the CLIENT.

2.- Service Payment and Cancellation Policy

The CLIENT will pay in advance the quantity which is specified in the current fees by the hired SERVICE. The prices of said fees do include the VAT, in compliance with the current legislation in any moment.

Payment methods

The CLIENT will be able to pay the fees for the SERVICE using a credit card, or any other payment methods which the COMPANY offers to the CLIENT. In any way, the CLIENT is ought to follow the instructions which they provide them.

Every data which is supplied by the CLIENT for the use of any payment method will be encrypted under the SSL Protocol (Secure Socket Layers).

The CLIENT must notify the COMPANY through the following e-mail address trafico@bob.iothe COMPANY will inform the CLIENT, as soon as possible, of any undue or fraudulent charge detected in its credit card or other means of payment, so that the COMPANY can take the necessary steps to process the CLIENT’s request.

Cancellation Policy

The CLIENT will be allowed to cancel the hired service, in compliance with the following conditions: if it is canceled a minimum of 2 hours before the time which has been set for the collection of the luggage, the payment will be completely refunded; if the SERVICE is indeed canceled with less notice, there will not be any refund whatsoever.

To request cancellation of the service, the customer can access directly from the cancellation link sent in the booking confirmation email or send an email to trafico@bob.io with the subject CANCELLATION followed by the booking code Bob.

Once the aforementioned requirements have been met, the COMPANY will return the amounts within 10 working days from the notification, without prejudice to the delays of the banks.

The COMPANY will do its best for avoiding any inconvenient to the CLIENT. Nevertheless, if facing force majeure (traffic restrictions in collections points, any technical problem in the vehicle, etc.), the COMPANY has the right to cancel the SERVICE, having to notify the CLIENT as soon as possible and the latter not having any right for compensation.

The COMPANY will also be able to cancel the SERVICE if in the collection moment there is any of the following circumstances:

(i) That the baggage is damaged in such a way that the non-handling of its contents cannot be assured;

(ii) That the baggage does not respect the weight and dimension limits specified in these T&Cs. In these cases, there will not be any refund to the CLIENT.

(iii) That the CLIENT has not checked in online and doesn’t have the boarding pass.

(iv) That the CLIENT has not contracted within the AIRLINE’s baggage allowance the baggage that he/she has requested the COMPANY to collect.

(v) That there is NOT AT LEAST ONE OF THE PASSENGERS from the booking present during the baggage collection process to show the documentation required by the AIRLINE.

3.- Prohibitions

It is forbidden to hand any luggage whose content countervails the law, the morality, or good manners, or whose transport would be illegal in terms of the current law; being the COMPANY exonerated of any liability which could be resulted from the incompliance with the present prohibition by the CLIENT.

This prohibitions include, but are not limited to, the fact that the luggage which is handed by the CLIENT and transported by the COMPANY contains, amongst others, jewellery, metals or gems, or objects which carry them; documents or bank bills to the bearer, cash, lottery or similar, fragile or valuable objects, radioactive materials, stolen material, explosives, weapons, illegal drugs and narcotics, and, in general, dangerous merchandises.

The collection of luggage which is not properly closed or which cannot be sealed by security flanges will not be allowed. The collection of plastic bags – with handles or similar – will never be permitted. Neither will be the luggage which is damaged in a way that the handling of its content is possible.

Baggage that is not included in the CLIENT’s baggage allowance will not be accepted. If the CLIENT has paid the airline for additional baggage, the CLIENT must present this receipt to the Bob Team by sending it to trafico@bob.io or to the agent collecting the baggage.

An agent will weigh all baggage during pick-up. If any of the baggage exceeds the maximum weight allowed by the airline for that passenger, the baggage will not be picked up.

In the event that during check-in, any of the luggage could not be checked in for reasons of excess baggage or because it is not included in the CLIENT’s free baggage allowance, the CLIENT will be contacted to return the luggage to his or her home address. If it is not possible to return it to the CLIENT’S address, it will be left in deposit in the nearest locker and the CLIENTS will be sent the necessary information to pick it up.

4.- Limitations

A package will be considered as apt for tis consign as long as it has the following characteristics:

  1. A maximum of 210cm (height + width + depth); and,
  2. A weight up to 32kg.

In case the package(s) does overstep the previous characteristics, the COMPANY could reject its collection, in compliance with the Cancellation Policy which has been previously described, not having the CLIENT any right for compensation

5.- Liability And Claims

The liability for damages, loss, misdirection, deterioration, theft, robbery, which the luggage or/and its content may suffer will be limited to the terms stated by the Law 15/2009, of Contract of Land Transport. Nonetheless, the COMPANY offers a complementary coverage in case of damages, loss, misdirection, deterioration, theft, robbery which the luggage and/or its content may suffer up to 300 € THREE HUNDRED EUROS per package. For this coverage to be applicable, the CLIENT must prove the real value of the luggage and/or its content. Bills which are more than 6 months old will not be accepted, and they must appear in name of the CLIENT.

In addition, the coverage will not apply to the damages, loss, misdirection, deterioration, theft, robbery that could happen to computer or electronic equipment, or to mobile telephones, or to products which are included in section 3. PROHIBITIONS

The CLIENT may make the claims it deems appropriate, in accordance with the provisions set forth above and taking into account the following:

I. Claims shall be limited to one per package and settlement shall be considered final for all loss and damage incurred in connection therewith.

II. Las reclamaciones tienen un plazo de tramitación de 15 días hábiles desde la fecha de ejecución de la emisión con la EMPRESA y/o el seguro.

6.- Coverage Area

The CLIENT will be able to hire the SERVICE as long as the collection point of their luggage is placed in the territory which is identified in any moment in the COMPANY Web Page as collection place. The aforementioned territory shall be referred to as “THE COVERED AREA”.

For collection or delivery outside THE COVERAGE AREA it will be necessary to contact the COMPANY, which reserves the right to accept or reject said SERVICE.

7.- Collection

7.1. Check-in service: luggage pick-up at home

The luggage will be collected in the address which is specified by the CLIENT, as long as it is within THE COVERAGE AREA.

In accordance with the National Airport Security Plan, and in order to ensure that the chain of custody between the passenger and the airline is respected, the CLIENT must be present during pick-up to carry out identification.
The CLIENT must present the identification document with which he/she is going to travel and his/her boarding pass so that the COMPANY can make such identification, in addition to the additional documentation required for his/her flight if necessary, for example visas.

In those cases in which during the pick up the passenger is not present, or does not have his/her identification document or boarding pass, or has not provided the additional documentation required by the airline to check in the luggage, the COMPANY may decline the service without any refund to the CLIENT.

In those cases where it is impossible to make the collection at the place initially indicated due to the absence of the CLIENT, and after a maximum waiting time of 15 minutes on the part of the COMPANY, the agent will leave the collection point and it will be considered a cancellation within the collection window, so that the CLIENT will not be entitled to a refund of the amount paid.

In case it is impossible to collect the luggage in the place which had been initially specified due to the absence of the COMPANY, and after a maximum of 15 minutes of wait by the CLIENT, the COMPANY will contact the CLIENT to agree a new collection. The COMPANY will refund the original payment of the SERVICE to the CLIENT, and the new collection will be free of charge. The COMPANY will be able to sub-hire collaborators for the SERVICES, who will be in possession of the legal requisites which allow them to the doing of this activity and who will have enough knowledge for the activity they undertake, for which the COMPANY will assume the formation, following and control over these collaborators. The collaborators will offer the same average quality which is set by THE COMPANY.

8.- Delivery

8.1. Check-in service: delivery of luggage to the handling agent

If the CLIENT hires the check-in service for its luggage, the COMPANY will undertake all the necessary actions in name of the CLIENT before the handling agent in the Airport, so that they check it in.

The CLIENT is responsible of complying with all the documentation and luggage requisites which are demanded by the airline for flying. Therefore, they would have to hand all the documents which are necessary for doing the check-in of the luggage.

Rejection of the luggage or lack of the passenger’s documentation noticed by the handling agent (e.g. lack of visa, expired passport, etc.)

In the event that the handling agent of the airline responsible for baggage check-in rejects the luggage of the CLIENT for reasons not attributable to the COMPANY, the COMPANY will immediately notify the CLIENT and in any case before the take-off of the flight in question, and will deliver possession of the luggage to the CLIENT at home, at the Airport itself or will deposit it in the nearest luggage room. In this case, the COMPANY would have complied with the SERVICE contracted, not existing thus any right of compensation for the CLIENT whatsoever.

If the handling agent warns BOB of the lack of a specific document or of the inaccuracy of the same so the passenger will not be able to enter the destination country, the COMPANY will communicate immediately this issue to the CLIENT, and in any way before the departure of the flight in question, and it will proceed the same way for the rejection of the luggage which has been previously described. In this case, the COMPANY would have complied with the SERVICE contracted, not existing thus any right of compensation for the CLIENT whatsoever.

If the COMPANY was not responsible for the rejection of the luggage or of the passenger by the handling agent, it will not assume any cost which is originated from said rejection. Consequently, the CLIENT will be obliged to refund any cost in which the COMPANY incurs for this rejection by the handling agent, being able the latter to directly charge the quantity to the credit card or the payment method used if possible.

9.- Agreement to the Terms and Conditions

When contracting the SERVICE by means of a written form or through the electronic form established on the Web Page, the CLIENT shall indicate, by checking the corresponding box, that he/she agrees and accepts the present “terms and conditions”.

The COMPANY reserves the right to renounce to transport the luggage or to suspend the transport if it had already began, in the cases of incompliance by the CLIENT with that stablished in the present TyC.

The COMPANY reserves the right to modify in any moment the present TyC. The COMPANY recommends the CLIENT to print a copy of the TyC immediately after the hiring of the SERVICE. The usage of the information and the data which are given by the CLIENT will be handled following the Privacy and Cookie Policy.

10.- Access and usage of the web

The access to the web is free of charge for its users. Generally, the access and the use of the web do not require the previous subscription or registration of the users.

The language which will be used by the COMPANY in the web will be Spanish for all the CLIENTS who access it through a dispositive which is configured in Spanish as the language of its browser. For CLIENTS who access the web through a browser which is set in a language other than Spanish, the language used by the COMPANY will be English. The COMPANY will not be responsible for the lack of comprehension or understanding of the language of the web by the user, or its consequences.

10.1. Permitted conditions of use

The CLIENT will be able to use this Web Page, along with printing and downloading extracts of the same for its personal, non-commercial, use, as long as they comply with the following rules:

10.1.1. Fraudulent use of the Web Page of the COMPANY is forbidden.

10.1.2. Unless different conditions are stablished, the copyright and the rest of intellectual and industrial property rights in this Web Page and of the content which is published in it (included but not limited to photos and graphic images) are owned by the COMPANY or the licensors of the COMPANY. These are protected by the laws and the conventions on intellectual property and copyright in the whole world, and the rights are reserved. To the effects of the TyC of this Web Page, it is forbidden any use of the extracts of this Web Page other than which is stablished in section 1.1.

10.1.3. It is prohibited to modify the digital copies or in paper of any content which is printed following section 1.1, and no drawing, photo or graphic, audio or video sequence, can be used independently to any text which accompanies it.

10.1.4. It will have to assure that the condition of the COMPANY as author of the content in this Web Page is always recognized.

10.1.5. It will not be able to use any of the contents of this Web Page, or the Web Page itself, to commercial effects without obtaining a license from the COMPANY for doing it. No natural o legal person, without the prior written consent from the COMPANY, could use this Web Page for commercial purposes. Web scraping is forbidden.

11.- Data handling

For the provision of the SERVICES, it is necessary the handing of the CLIENTS’s personal data by the COMPANY, which will be done in compliance with the Privacy Policy https://bob.io/privacy/

12.- Legislation and Jurisdiction

The Law 15/2009, of the Contract of Land Transport of Merchandises will be applicable to the transport services, along with the general contracting conditions which are stated by the Ministry of Development and the rest of legal dispositions existing in each moment. Any disputes in connection with the application or the interpretation of the present conditions shall be submitted by the Parties to the jurisdiction of the Courts and Tribunals of the city of Madrid, while waiving the application of any territorial laws which could correspond to them.

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Do you have doubts about your booking? You can contact us through our email trafico@bob.io.