Terms and Conditions of Service

Last updated: February 2026

1. The Service and Booking Process

STOP & GO Barajas provides customers with a short-term luggage storage and custody service in our physical store.

• The reservation must be made through our website, filling out the corresponding form with truthful information.
• From the moment the booking is confirmed, the user acquires the status of Customer.
• STOP & GO Barajas will send the Customer an email with the receipt and details of the contracted service.

2. Prices and Payment Methods

2.1. Rates

The prices applicable to each service are those indicated on the website at the time of booking and include VAT. STOP & GO Barajas reserves the right to modify its rates at any time, although changes will not affect already confirmed bookings.

2.2. Payments and Security

To formalize the reservation, the Customer must pay a deposit or full payment through the enabled payment methods on the website. If the payment is partial (deposit), the remaining amount will be paid at the store upon dropping off the luggage.

We guarantee that transactions are 100% secure. We use payment gateways with SSL encryption technology. Your banking details are not stored in our databases — they are processed directly by the financial institution.

3. Modification and Cancellation Policy

We understand that travel plans can change. Therefore, we apply the following policy:

• Cancellations and changes: You can cancel or modify the date of your reservation free of charge by notifying us at least 24 hours in advance of the drop-off time. In the case of a timely cancellation, you will be refunded the amount paid minus management fees (€2).
• No Show and late cancellations: Cancellations with less than 24 hours' notice or failure to show up (No Show) at the store will result in the total loss of the deposit as management and space reservation fees.

4. Hours and Late Pick-up

Our public opening hours are strict: from 07:30 to 13:30 and from 15:30 to 23:00.

• The Customer is obliged to collect their belongings within the established hours and before the end of their booking.
• If the Customer does not pick up their luggage before closing time (23:00 h), the luggage will spend the night at the premises and the Customer must pay a full extra day of storage.
• In exceptional and extremely urgent cases, if the Customer requires the store to open outside regular hours to retrieve their luggage (for example, due to an imminent missed flight), and provided that our staff are available to attend. Each case will be evaluated individually and specific conditions may be established depending on the circumstances.

5. Prohibited Items

For airport security and public health reasons, it is strictly prohibited to store the following items. STOP & GO Barajas reserves the right to inspect the luggage together with the Customer before admission.

• Firearms, knives, ammunition or explosives.
• Flammable liquids or gases, toxic chemicals or pesticides.
• Illegal substances or narcotics.
• Live or dead animals.
• Perishable foods or items emitting strong odours.

If staff detect any suspicious items, they reserve the right of admission and, in the event of indications of criminal activity, Law Enforcement Agencies will be immediately notified.

6. Liability, Insurance, and Valuables

6.1. Insurance Coverage

At STOP & GO Barajas your belongings are safe, with 24/7 video surveillance. However, in the unlikely event of a break-in or theft, or damages attributable to our service, each booking is covered by liability insurance. Coverage will be subject to the limits and conditions set out in the insurance policy in force at the time of the service.

6.2. Liability Exclusions

The company's insurance and liability DO NOT COVER under any circumstances:

• High-value technological items (laptops, tablets, cameras, mobile phones).
• Cash, jewellery, watches or precious metals.
• Vital documentation: Passports, national IDs, visas, flight or train tickets. The Customer is solely responsible for ensuring they carry all necessary travel documentation before leaving their luggage.
• Minor cosmetic damage resulting from normal handling (scratches, scuffs, broken worn zips or wheels).
• Missed flights, trains or accommodation expenses resulting from the Customer's delay in collecting their luggage.

7. Abandoned Luggage

At STOP & GO Barajas we offer both short and long-stay luggage storage. Luggage will be held in custody for the exact period contracted by the Customer. However, if the Customer does not collect their luggage by the agreed end date, the following protocol will apply:

• Late collection surcharge: From the end date and time of the booking, the standard daily rate will apply for each additional day that the luggage remains occupying space at our premises. The luggage will not be returned until the outstanding debt has been paid.
• Courtesy notice: Our team will attempt to contact the Customer via the email address and/or phone number provided at the time of booking to alert them to the situation.
• Legal abandonment: If 30 calendar days have elapsed since the booking end date and the Customer has not collected their luggage nor paid the outstanding surcharges, the luggage will be legally declared "abandoned".

Once the luggage has reached abandoned status, STOP & GO Barajas will have full right to open, inspect and freely dispose of the luggage and its contents (donation to charitable institutions, recycling or disposal at a clean point), and the Customer will irrevocably forfeit any right to claim, reimbursement or compensation.

8. Jurisdiction and Applicable Law

This contract is governed by Spanish legislation. In the event of any conflict or discrepancy in the interpretation or application of these conditions, the parties expressly submit to the Courts and Tribunals of the city of Madrid (Spain).

Additionally, as a consumer, you have access to the European Commission's online dispute resolution platform, accessible via this link: https://ec.europa.eu/consumers/odr.