Terms of Service

1. About these Terms

These Terms of Service govern your access to and use of the Delivery Owls website, marketplace and related services.

The marketplace is operated by [DELIVERY OWLS, trading as Delivery Owls, registered at **, with company or tax number [ESZ4147387D] (“Delivery Owls”, “we”, “us” or “our”).

By creating an account, posting a task, making or accepting an offer, purchasing a membership or otherwise using the marketplace, you agree to these Terms and our Privacy Policy.

If you do not agree to these Terms, you must not use the marketplace.

You must be at least 18 years old and legally capable of entering into a binding contract to use Delivery Owls.

2. What Delivery Owls does

Delivery Owls is a marketplace that connects people who need practical help (“Customers”) with independent local service providers (“Local Partners”).

Customers may post tasks such as:

Retrieving and returning lost property
Collecting purchases or personal belongings
Printing, collecting or delivering documents
Arranging packaging or courier collection
Completing appropriate local errands
Providing other lawful practical assistance agreed through the marketplace

Local Partners can review available tasks, ask questions and submit offers. The Customer decides which offer, if any, to accept.

Unless a task expressly states that Delivery Owls is the service provider, the service contract is formed directly between the Customer and the selected Local Partner. Delivery Owls provides the marketplace, payment facilities and supporting services but is not normally a party to that service contract.

We do not guarantee that a Customer will receive an offer, that a Local Partner will be selected or that any particular task can be completed.

3. Customer and Local Partner accounts

You must provide information that is accurate, current and complete. You are responsible for keeping your login details secure and for activity carried out through your account.

You must notify us promptly if you believe your account has been accessed without permission.

You may not:

Create an account using a false identity
Impersonate another person or organisation
Create multiple accounts to avoid restrictions, fees or reviews
Transfer or sell your account
Allow another person to perform work through your Local Partner account without our approval
Use the marketplace after your account has been suspended or closed

We may request identity, address, business, payment, tax or other verification information where reasonably necessary.

Verification can reduce risk, but it is not a guarantee of a person’s identity, character, qualifications, financial position or ability to complete a task.

4. Local Partner status

Local Partners provide services independently. They are not employees, workers, agents, franchisees or representatives of Delivery Owls.

Local Partners decide whether to make an offer and, subject to the accepted task, how to perform their services. Nothing in these Terms authorises a Local Partner to make commitments on behalf of Delivery Owls.

Each Local Partner must accurately declare whether they are acting as:

A private individual providing services occasionally; or
A trader, professional or business providing services commercially

Local Partners acting as traders must provide all identity, contact, registration and consumer information required by applicable law. We may display relevant trader information to Customers.

A Local Partner is responsible for their own taxes, registrations, permits, licences, insurance and legal obligations.

5. Posting a task

Customers must describe each task honestly and with enough information for a Local Partner to assess the work, timing, location, costs and risks involved.

A task should include, where relevant:

What needs to be done
Collection and delivery locations
Required completion date or timeframe
Opening hours, access restrictions or appointment requirements
The approximate size, weight and nature of any item
Whether identification, written authority or proof of ownership is required
Whether packaging, postage, courier services or purchases are needed
Any known safety, customs or legal restrictions
The proposed budget and any expected expenses

Posting a task does not guarantee that it will be accepted or completed.

Customers must not include unnecessary personal information, access codes, identity documents, payment-card details or other sensitive information in a public listing. Sensitive details should only be shared through appropriate private channels after a Local Partner has been selected.

6. Offers and acceptance

Local Partners are responsible for reviewing the task description and asking any necessary questions before making an offer.

Unless clearly stated otherwise, an offer should include:

The proposed service price
What work is included
The expected completion timeframe
Any known additional expenses
Any important conditions or limitations

An offer becomes binding when the Customer accepts it and the marketplace confirms the transaction.

The accepted task description, offer, messages and agreed amendments together form the service agreement between the Customer and Local Partner.

Changes to the scope, price, timing or expenses should be recorded through the marketplace. A Local Partner is not required to perform material additional work that was not included in the accepted task.

7. Prices, payments and marketplace fees

Payments must be made through the payment method provided by Delivery Owls unless we expressly authorise another arrangement.

Unless a different rate is displayed for a particular plan or transaction, the following marketplace fees apply:

Pay-as-you-go Local Partner commission: 15% of the agreed task price, subject to a minimum commission of €5
Customer service fee: 5% of the agreed task price, subject to a minimum fee of €2

The Local Partner commission is deducted from the amount payable to the Local Partner. The Customer service fee is added to the amount payable by the Customer.

VAT, payment-processing charges, courier charges, agreed expenses or other costs may apply in addition. The total available at checkout or before acceptance should be reviewed carefully.

A different commission may apply to eligible membership plans. The price, renewal period, benefits and commission rate for a membership will be displayed before purchase and form part of these Terms.

We may change fees prospectively. Changes will not alter a transaction that has already been accepted unless the Customer and Local Partner agree otherwise or the change is required by law.

8. Memberships

Delivery Owls may offer optional Local Partner membership plans with benefits such as reduced or zero provider commission.

Membership details may include:

The subscription price
Billing frequency
Applicable commission rate
Eligibility requirements
Included features or limits
Renewal and cancellation arrangements

Unless stated otherwise at checkout, a membership renews automatically for the selected billing period until cancelled.

A Local Partner may cancel renewal through the available account controls or by contacting us. Cancellation normally takes effect at the end of the current paid period. Fees already paid are non-refundable except where required by law or expressly stated otherwise.

Membership does not guarantee access to tasks, the acceptance of offers or any minimum level of income.

9. Purchases and additional expenses

A Local Partner is not required to use their own money to purchase goods, postage, packaging, transport or other materials.

Customers must pre-authorise additional expenses and, where requested, provide funds before the Local Partner commits to the expense.

Local Partners must:

Obtain Customer approval before incurring a material additional cost
Keep appropriate receipts or evidence
Use Customer funds only for the agreed purpose
Return or account for any unused amount
Avoid adding undisclosed mark-ups

Customers remain responsible for the price of authorised purchases and non-refundable expenses properly incurred for their task.

10. Cancellations and refunds

A Customer may cancel a task before accepting an offer without a service charge.

After an offer has been accepted:

If work has not started and no expense has been incurred, the Customer may be entitled to a refund, subject to any clearly disclosed cancellation charge and applicable law.
If work has started, the Local Partner may be entitled to payment for work already performed and authorised, non-recoverable expenses.
If the Local Partner cannot complete the agreed task, the Customer may be entitled to a full or proportionate refund for the unperformed service.
If completion becomes impossible because the Customer supplied incorrect information, failed to provide access, authority or documents, or did not respond in time, reasonable work and expenses already incurred may remain payable.

Where urgent performance is requested, the Customer expressly asks for work to begin before the end of any applicable statutory cancellation period. If the service is fully performed after that request, the Customer may lose the statutory right to withdraw. If the Customer withdraws after performance has started, a proportionate amount may remain payable.

Any additional cancellation policy displayed during the transaction forms part of these Terms. Nothing in this section limits mandatory consumer rights.

11. Lost property and proof of authority

A Customer requesting the collection of lost property must have a lawful right to possess the item or authority to act for its owner.

The Customer may be required to provide:

Proof of identity
Proof of ownership
A lost-property reference number
Written collection authority
A description of the item
Information requested by the airport, hotel, police, transport operator or other custodian

The Local Partner must not collect an item if ownership or authority is unclear.

A custodian may refuse collection, impose its own charges or require the owner to attend personally. Delivery Owls and the Local Partner cannot guarantee that a third party will release an item.

Any misleading ownership claim may result in immediate account suspension and referral to the relevant authorities.

12. Restricted and prohibited tasks

You must not use Delivery Owls for any unlawful, dangerous, deceptive or abusive purpose.

Prohibited tasks include those involving:

Stolen property or disputed ownership
Illegal drugs or controlled substances
Weapons, ammunition, explosives or hazardous materials
Counterfeit or unlawfully obtained goods
Cash, bearer instruments or money-transfer activity
Harassment, surveillance, intimidation or trespass
Fraud, identity misuse or deceptive documentation
Transporting people, children or live animals
Sexual services or unlawful content
Work requiring a licence or qualification the Local Partner does not possess
Instructions that breach customs, sanctions, aviation, postal or courier rules
Any activity that presents an unreasonable health or safety risk

Passports, identity documents, keys, medication, jewellery, high-value goods and other sensitive items are restricted rather than automatically prohibited. They may only be handled where:

The task is lawful
The item has been fully disclosed
Proof of identity or ownership is available
The Local Partner has expressly agreed
The custodian and selected carrier permit it
Suitable security, packaging and delivery arrangements are in place

We may remove or refuse any task that we reasonably believe is unsafe, unlawful, misleading or unsuitable for the marketplace.

13. Packaging, couriers and international delivery

Where a task includes packaging or onward delivery, the Customer must disclose the item’s nature, approximate value, dimensions, weight and any special handling requirements.

The Local Partner must use reasonable care when handling and preparing an item. The Customer is responsible for choosing or approving the carrier, service level and available insurance unless otherwise agreed.

A third-party courier’s terms, exclusions and compensation limits may also apply. Delivery times supplied by couriers are normally estimates rather than guarantees.

The Customer is responsible for accurate customs information, lawful import and export, duties, taxes and destination restrictions. Neither Delivery Owls nor a Local Partner is required to make a false declaration, undervalue an item or misdescribe its contents.

14. Customer responsibilities

Customers must:

Provide accurate and complete instructions
Have the legal right to request the task
Provide timely access, authority, documents and responses
Treat Local Partners respectfully
Pay agreed prices, fees and expenses
Disclose relevant risks or restrictions
Inspect completed work and raise concerns promptly
Avoid asking a Local Partner to act unlawfully or unsafely

A Customer must not pressure a Local Partner to continue where conditions are materially different from those described.

15. Local Partner responsibilities

Local Partners must:

Only accept work they can perform safely, lawfully and competently
Communicate honestly and promptly
Follow the accepted instructions and agreed timeframe
Protect items and confidential information in their care
Keep appropriate evidence of collections, purchases, handovers and expenses
Promptly disclose delays, damage, loss or other problems
Comply with relevant laws, permits, customs requirements and third-party rules
Maintain any insurance reasonably required for their activities
Avoid delegating work without the Customer’s and Delivery Owls’ approval
Never misuse Customer property, funds, documents or information

Local Partners must use reasonable care and skill and, where consumer law applies, meet all mandatory professional standards.

16. Communication and evidence

Important communications should remain within the Delivery Owls marketplace wherever possible.

Users should retain appropriate evidence, such as:

Receipts
Collection confirmations
Photographs of item condition
Packaging photographs
Courier labels and tracking numbers
Written authority
Handover confirmation

Evidence must be collected lawfully and must not unnecessarily expose personal or confidential information.

Attempting to move a transaction outside the marketplace to avoid fees or safeguards may result in account suspension.

17. Reviews

After an eligible transaction, Customers and Local Partners may be invited to leave a review.

Reviews must be honest, relevant and based on genuine experience. Reviews must not contain threats, discrimination, confidential information, personal attacks, promotional content or knowingly false claims.

We may remove or restrict reviews that breach these Terms or applicable law. We do not remove a review merely because it is critical or unfavourable.

18. Problems and disputes

Customers and Local Partners should first try to resolve a problem through clear, respectful communication.

If that is unsuccessful, either party may contact Delivery Owls with:

The transaction reference
A summary of the issue
Relevant messages
Receipts, photographs or tracking information
The outcome being requested

We may review the available evidence, facilitate communication or take action permitted by the payment provider and these Terms.

Unless required by law, Delivery Owls is not obliged to determine legal liability between a Customer and Local Partner. Our assistance does not prevent either party from using any legal rights or remedies available to them.

Suspected fraud, theft or immediate danger should also be reported to the relevant authorities.

19. Platform conduct and moderation

You must treat other users and our team with courtesy and respect.

We may investigate content, listings, messages, transactions or accounts where we reasonably suspect:

Fraud or misuse
A safety concern
A breach of these Terms
Unlawful content or activity
Payment avoidance
Manipulated reviews
A risk to another person, the marketplace or Delivery Owls

Depending on the circumstances, we may issue a warning, remove content, restrict functionality, pause payments, cancel a task, suspend an account or permanently close an account.

Where required by law, we will explain a moderation decision and provide an opportunity to challenge it. Appeals may be sent to hola@deliveryowls.com with the subject line Platform Decision Appeal.

20. Intellectual property

The Delivery Owls name, owl logo, marketplace design, written content, software and other brand assets belong to Delivery Owls or its licensors. They may not be copied, modified or used without permission.

You retain ownership of content you submit. By uploading a listing, profile, photograph, review or other content, you grant Delivery Owls a non-exclusive, worldwide, royalty-free licence to host, reproduce, format, display and use that content as reasonably necessary to operate, secure and promote the marketplace.

You confirm that you have the right to submit the content and that it does not infringe another person’s rights.

21. Privacy

Our collection and use of personal information is described in our Privacy Policy.

Customers and Local Partners may receive personal information about one another solely for completing an agreed task. That information must not be used for unrelated marketing, published elsewhere or retained longer than reasonably necessary.

Users must take particular care with identity documents, addresses, telephone numbers, access codes and travel information.

22. Availability of the marketplace

We aim to provide a reliable marketplace but cannot promise uninterrupted or error-free availability.

We may temporarily restrict access for maintenance, security, legal or operational reasons. Features may be changed or discontinued where reasonably necessary.

Users should retain their own copies of important instructions, receipts and transaction evidence.

23. Responsibility and liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful. This includes liability for fraud, fraudulent misrepresentation, wilful misconduct, or death or personal injury caused by negligence, and any mandatory consumer rights.

Delivery Owls is responsible for providing the marketplace with reasonable care and skill. However, unless Delivery Owls is expressly identified as the service provider, we are not responsible for performing the Local Partner’s task.

We are not responsible for loss caused by:

Incorrect or incomplete information supplied by a user
A user’s breach of these Terms
A third-party custodian refusing to release an item
A carrier, customs authority, payment provider or other independent third party
Events outside our reasonable control
Prohibited or undisclosed items
A user acting outside the agreed task

For business users, and to the maximum extent permitted by law, Delivery Owls will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity or loss of anticipated savings.

Any limitations applying to consumers are subject to mandatory consumer-protection law.

24. Business-user indemnity

To the extent permitted by law, a Local Partner or other business user will reimburse Delivery Owls for reasonable losses, claims, penalties and expenses arising directly from:

Their unlawful conduct
Their material breach of these Terms
Their infringement of another person’s rights
Taxes, licences or employment claims relating to their independent activities
Misuse of Customer property, funds or personal information

This section does not apply where the loss was caused by Delivery Owls’ own breach, negligence or unlawful conduct.

25. Closing or suspending an account

You may request account closure by contacting us. Account closure does not cancel existing payment, tax, dispute or record-retention obligations.

We may suspend or close an account where reasonably necessary to protect users, comply with law, investigate misconduct, prevent fraud or enforce these Terms.

Sections that by their nature should continue after account closure—including payment, intellectual-property, dispute and liability provisions—will remain effective.

26. Changes to these Terms

We may update these Terms when our services, fees or legal obligations change.

The updated Terms will be published with a revised “Last updated” date. Where a change materially affects registered users, we will provide reasonable notice where required.

Changes normally apply prospectively and do not alter an already accepted task unless required by law or agreed by the parties.

27. Governing law and consumer rights

These Terms are governed by the laws of Spain, without depriving a consumer of any mandatory protection provided by the law of their country of residence.

The courts of [INSERT CITY, SPAIN] will have jurisdiction, except where mandatory law allows a consumer to bring or defend proceedings in another competent court.

If any provision is found invalid or unenforceable, the remaining provisions will continue in effect.

The English version of these Terms is the governing version. Any translation is provided for convenience unless applicable law requires otherwise.

28. Contact us

Questions about these Terms may be sent to:

Delivery Owls
Legal entity: [DELIVERY OWLS]

Company or tax number: [INSERT COMPANY/TAX NUMBER]
Email: hola@deliveryowls.com
Telephone: +34 633 2522 80