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 paqmochila@correos.com 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.

Correos does not provide the service on 24, 25 and 31 December and 1 January. The dates and routes on which backpacks are transported will appear on the service website.

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 paqmochila@correos.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 elcamino@correos.com 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 paqmochila@correos.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.

Request information on the transport of your luggage at any post office, by calling +34 683 44 00 22, or by consulting the website www.elcaminoconcorreos.com or e-mailing paqmochila@correos.com.

General Terms and Conditions for the Left Luggage Service

By engaging the Left Luggage Service (hereinafter referred to as the "Deposit Service"), Sociedad Estatal Correos y Telégrafos, S.A. S.M.E. (hereinafter "CORREOS") agrees that these General Terms and Conditions shall apply from the moment CORREOS accepts the deposit of luggage, packages, backpacks, bicycles, walking sticks, or other similar items (hereinafter "luggage/package") for safekeeping for the period agreed upon by both parties. CORREOS may provide the services directly or partially subcontract the provision of the service.

CORREOS reserves the right to modify these General Terms and Conditions at any time. The current version will be the latest published on the website of 'El Camino con Correos’ www.elcaminoconcorreos.com (hereinafter the "Platform").

Given that the service being contracted is the provision of services, the user acknowledges and accepts, prior to agreeing to the General Conditions, that the right of withdrawal is not applicable to this contract as established in Article 103(a) of Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users, once execution has begun.

1. DESCRIPTION OF THE SERVICE

The CORREOS Deposit Service allows customers to store luggage/packages at its offices during stipulated opening hours.

CORREOS will keep the luggage/packages in storage at its facilities for the period indicated on the deposit receipt, specifically from the time of delivery until the agreed-upon collection date and time.

2. ACCEPTED LUGGAGE FOR DEPOSIT

At the time of deposit, the depositor (the person requesting the deposit service) declares that the luggage/package does not contain any items listed as unacceptable for deposit, as detailed in the following section number 3. CORREOS may also scan the luggage/package to verify compliance with this condition.

Acceptance for deposit is subject to the storage capacity of each office, which will be communicated to the depositor at the time of deposit.  Each piece of luggage/package must be securely closed and free of other items attached to it. CORREOS is not responsible for money or other valuables contained in the luggage/package that cannot be deposited.

3. UNACCEPTABLE LUGGAGE FOR DEPOSIT

The following items are not accepted for deposit:

1. Luggage containing flammable or perishable materials that emit unpleasant odours or may cause damage to other deposited luggage.
2. Money, jewellery, precious metals, business documents or samples, and valuables in general.

Luggage/packages in poor condition may be refused, except in cases where the applicant declares in writing that they exonerate CORREOS from any responsibility related to the poor condition and/or deterioration of the contents.

The depositor undertakes to indemnify and hold CORREOS harmless from any damage arising from non-compliance with these General Conditions.

4. LEFT LUGGAGE OPENING HOURS

The opening hours for the left-luggage service at the Santiago de Compostela post office are:

• High season: Monday to Sunday, 08:30 to 20:30. 
• Low season: Monday to Friday, 08:30 to 20:30.

These hours may be modified according to service needs.

5. STAFF IN CHARGE OF THE LUGGAGE ROOM

The left-luggage office is staffed by CORREOS personnel, who are obliged to comply with and enforce the rules relating to the operation of the left-luggage office. Staff may collect fees corresponding to the deposits, sign receipts, and carry out all operations and acts under these General Conditions.

6. ACCESS TO THE LUGGAGE STORAGE ROOM FOR SERVICE REASONS

In addition to CORREOS employees responsible for the control and management of the service, access to the luggage storage room will be permitted to the Police or State or Local Security Forces, provided the request is justified in writing and for security reasons.

7. METHODS OF CONTRACTING

The luggage storage service can be contracted in two ways:  

• Santiago de Compostela Post Office: When depositing luggage/packages, CORREOS will ask the depositor for their name and surname, and they must present their ID/passport to complete the deposit receipt, which they must sign.

The luggage/package will be stored by the left-luggage service and assigned a number. The depositor will receive a receipt with the number, which must be presented when collecting the luggage.

Payment is required at the time of check-in before the receipt is issued.

• Platform: The depositor must complete the check-in form, including their name and surname, email address, and a description of the luggage to be checked in. An email with the booking code will then be sent to the specified name, which the depositor must show to the Post Office staff, along with their ID card or passport, upon arrival at the Santiago de Compostela office.

Payment is made by card or PayPal when the above information is submitted.

Upon delivery of the luggage/package at the office, it will be stored in the left-luggage service and assigned a number. The depositor will receive a receipt with the number, which must be presented at the time of collection.

In both cases, regarding the receipt, the depositor may request that it be sent via email by providing the appropriate email address.  In this case, the depositor must provide the email address to which it should be sent.

If the depositor requires an invoice, they must specify this on the Platform, or if applicable, at the office, providing their ID and address details for its issuance.

8. RATES

The rates for the deposit of luggage/packages are set by CORREOS and are publicly displayed on the website www.elcaminoconcorreos.com. Prices are per type of luggage/package as indicated below and depend on the length of time it is to be stored:

• ONE-DAY STORAGE OF A BACKPACK/SUITCASE: 4 euros
• ONE-DAY STORAGE OF A BICYCLE: 6 euros
• ONE-DAY STORAGE OF A WALKING STICK: 1 euro

Where one day is understood to be a working day during office opening hours. For example, a parcel deposited on a Monday at 08:30 will be kept for the price of EUR 4 until 20:30 on the same day. After that time, it will be considered a second day.

The person in charge of the left-luggage office will verify, at the time of return, that the receipt presented by the person collecting the luggage corresponds to it.  If there are reasonable doubts about the legitimacy of the person presenting the receipt, the staff may request the individual's ID/passport. If not presented, the return may be suspended until the ID/passport is provided. Otherwise, the luggage/package will remain in the left-luggage office until the required checks have been completed.

During the suspension period for the return, CORREOS will not charge the depositor any fees.

CORREOS may offer customers using the CORREOS Paq Mochila service a special discount on the Left-Luggage service if they wish to collect their luggage/package from the Main Post Office in Santiago. This discount will be determined at the discretion of CORREOS and communicated prior to contracting the service. If the service is required for additional days, the corresponding rates must be paid.

9. UNCLAIMED LUGGAGE/PACKAGES

If luggage or packages remain unclaimed for more than 30 days beyond the declared collection date, they will be considered abandoned, and the depositor will forfeit any right to reimbursement or compensation. CORREOS reserves the right to either retain or dispose of the luggage/packages and their contents at its discretion.

For the first 30 days following the scheduled collection date, the luggage/package will remain stored at the CORREOS office.

• REQUEST FOR FORGOTTEN LUGGAGE

The depositor is solely responsible for the return of any forgotten luggage or packages, including storage fees and any additional expenses incurred. If the forgotten items are claimed within the stipulated period, CORREOS will arrange for their return. However, all shipping costs, determined by factors such as weight, destination, and carrier, must be paid in advance by the depositor.

• LIABILITY

CORREOS accepts no responsibility for damage, deterioration, or wear and tear affecting deposited luggage/packages that occur naturally or are not due to negligence on its part. CORREOS shall not be held liable for damage or loss resulting from acts of God (force majeure), such as natural disasters including earthquakes or floods. Furthermore, CORREOS bears no responsibility for deterioration or damage to the contents of deposited items unless such damage was explicitly declared by the depositor at the time of deposit.

• SERVICE CONDITIONS AND REVISIONS

By presenting the deposit receipt, the depositor acknowledges and agrees to all terms set forth in these General Conditions. CORREOS reserves the right to amend these conditions in response to unforeseen circumstances that may arise during its operations.

• DATA PROTECTION

In compliance with applicable data protection regulations, any personal data collected will be processed by Sociedad Estatal Correos y Telégrafos S.A. (hereinafter, "CORREOS"), a government-owned company with Tax ID No. [NIF according to its initials in Spanish] A-83052407 and registered office at Conde de Peñalver, 19 - 28006 Madrid, Spain, in accordance with its Data Protection Policy. 

• JURISDICTION

Spanish law shall govern the interpretation and application of these terms, with any disputes subject to the jurisdiction of the competent courts and tribunals applicable to consumers and users.