General booking and carriage conditions
Last updated: 15/07/2026
Parties and subject matter
These general conditions govern the booking of parcel transport services through the website logisticamazarron.com between the site owner — the GLS agency in Mazarrón, registered company name pending confirmation [SEED], tax ID B01968163 — (hereinafter, 'the agency') and the natural or legal person booking the service (hereinafter, 'the customer').
The subject matter of the contract is the collection, carriage and delivery of the parcels described in the order, performed on the GLS logistics network. By ticking the acceptance box during checkout, the customer declares that they have read and accepted these conditions, which are supplemented by the legal notice and the privacy policy.
Bookings may be made in Spanish or in English. The electronic contract document is stored together with the order and is accessible from the customer area; the customer also receives email confirmation with the details of the service booked.
Price and booking process
The price is calculated according to the origin, the destination, the number of parcels and the chargeable weight of each one, defined as the greater of the actual weight and the volumetric weight (length × width × height in centimetres, divided by 5,000). All prices shown in the calculator and during checkout are final and include applicable VAT and the fuel surcharge.
The quote generated by the calculator is guaranteed for 48 hours. The booking process consists of four steps: shipment details, sender and collection, recipient and delivery, and review with payment. Payment is made by card through Stripe's secure gateway; the agency does not store card details.
Once payment is confirmed, the transport label is generated and emailed to the customer. For shipments originating outside Spain, the label may be generated manually by our office within the period indicated during checkout. Declared weights and dimensions may be verified; if the actual figures exceed those declared, the agency may charge the price difference or refuse the parcel at collection.
Collection, delivery and transit times
Collection takes place at the address provided by the customer within the agency's coverage area, on the preferred date indicated, which is indicative until confirmed. The parcel must be packaged, labelled and ready to hand over to the driver.
The transit times shown on the website and in the quote are INDICATIVE and are expressed in working days from collection. They do not constitute a guaranteed delivery date nor an essential term of the contract, unless expressly agreed in writing. Local public holidays, weather conditions, formalities or force majeure may affect them.
If home delivery is not possible after the attempts provided for by the network, the shipment may be deposited at a nearby pick-up point or held at the destination depot at the recipient's disposal, and the recipient will be informed through the available channels. Once the custody period has elapsed without collection, the shipment will be returned to origin and the return costs may be passed on to the customer.
Prohibited goods
The following items are not accepted on the network: dangerous goods subject to the ADR agreement (flammables, explosives, aerosols, gases), loose lithium batteries, perishables and food requiring refrigeration, live animals and plants, cash, credit or debit cards, jewellery, precious metals and stones, works of art, weapons and ammunition, tobacco and alcoholic drinks subject to excise duty, medicines and healthcare products, narcotics, counterfeit goods or goods whose trade is unlawful, and human remains or ashes.
Goods whose carriage is prohibited by the regulations in force at origin, in transit or at destination are also not accepted, nor are inadequately packaged items that could damage other shipments, people or the means of transport.
During checkout the customer expressly declares that the shipment contains no prohibited goods. Breach of this declaration entitles the agency and the GLS network to hold or return the shipment or to place it at the disposal of the authorities, and the customer shall be liable for any damage and costs caused by the breach.
Packaging and labelling
Packaging is the sole responsibility of the sender. Each parcel must be packaged appropriately for its contents, weight and nature, with sufficient internal protection and secure closure, so as to withstand normal handling in an industrial parcel network (conveyor belts, automated sorting and stacking).
The transport label must be printed and affixed to the top face of the parcel, visible and without creases; old labels or barcodes from previous shipments must be removed or covered. The agency provides indicative packaging guides for special cases (bicycles, luggage, removal boxes).
Damage arising from insufficient or inadequate packaging, as well as damage to the contents with no appreciable external damage to the packaging, shall be excluded from compensation under the applicable transport regulations.
Liability and compensation
For domestic carriage, the agency's liability for loss or damage is governed by Spanish Law 15/2009 of 11 November on the contract for the carriage of goods by road (LCTTM): compensation for loss or damage is limited — unless a declaration of value has been expressly accepted subject to a surcharge — to one third of the daily Spanish IPREM index per kilogram of gross weight affected (currently around 6 euros per kilogram). In the event of delay, compensation shall not exceed the carriage price.
For international carriage, the CMR Convention (Convention of 19 May 1956 on the Contract for the International Carriage of Goods by Road) applies: compensation for loss or damage is limited to 8.33 Special Drawing Rights (SDR) per kilogram of gross weight, and for delay to the carriage price.
Loss of profit, indirect losses and non-material damage shall not be compensated. The cases provided for by law are likewise excluded: inherent defect of the goods, insufficient packaging, force majeure and acts or omissions of the sender or the recipient. Prohibited goods are shipped at the customer's sole risk and carry no right to compensation.
Claims and incidents
Apparent damage must be noted at the time of delivery. Non-apparent damage must be notified in writing within 7 days of delivery (calendar days for domestic carriage under the LCTTM; working days for international carriage under the CMR). Claims for delay must be made within 21 days of delivery.
To open an incident, the customer may use the customer area or write to incidencias@logisticamazarron.com quoting the order reference (LM-…), a description of the facts and, in the case of damage, photographs of the outer and inner packaging and of the affected contents. Keeping the original packaging is essential for assessment.
The agency will acknowledge receipt of the incident, pursue it with the transport network and keep the customer informed until it is resolved. Actions arising from the contract of carriage are generally time-barred after one year under the applicable regulations.
Governing law and dispute resolution
These conditions are governed by Spanish law, without prejudice to the mandatory application of the LCTTM and the CMR Convention within their respective scopes, and of consumer protection rules where the customer qualifies as a consumer.
For any dispute, where the customer is a consumer, the courts of the consumer's place of residence shall have jurisdiction. The European Commission provides consumers with the online dispute resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr, which may be used to resolve out of court any dispute arising from online bookings.
Complaint forms are also available to the customer, who may contact the consumer affairs services of the Region of Murcia. Nothing in these conditions limits the rights that the law grants to consumers on a non-waivable basis.