Terms and conditions

General Terms and Conditions of Use

If you are user from United Kingdom, please read the specific UK Terms & Conditions

If you are a user from Spain, continue reading:

These terms and conditions of use (the "Conditions") govern your access to and use of the Citibox Service and Applications, as well as any other software, hardware, additional service, or feature associated with the service provided by Citibox that is not accompanied by its own superseding terms and conditions. These Terms and Conditions consist of the following:

Terms and Conditions of Service
Terms and conditions of licence for the use of the Applications
The other terms and conditions referred to in the Legal Notice such as: (i) privacy policy and (ii) cookies policy.

Please read these Terms and Conditions carefully, as by clicking "I Agree", or by downloading, installing and using the Citibox Service, you acknowledge that you have read, understood and agreed to all the terms and conditions listed here.

You affirm that you have the legal authority, capacity, and are of legal age to agree to these Terms, including all referenced terms and conditions in the Legal Notice

Citibox accepts no liability in the event that you have entered false or erroneous data when completing any application or registration form. If you do not agree to all of these Terms, or do not have the authority to accept and/or be bound by these Terms, do not click "I Agree" or download, install or use the Applications.

If you wish to contact us, you can do so by the means at your disposal, specifically through our email address at atencionalcliente@citibox.com.

TERMS AND CONDITIONS OF SERVICE

1. Description of the service

1.1. The service provided by CITIBOX involves providing smart lockers available to you so that you can collect your deliveries conveniently, in your building and without having to be at home. In other words, as a user of the service, you authorise that all your parcels to be delivered to Citibox lockers. In general, unless it is not possible the delivery or return due to size of the parcels, lockers availabilty or other reasons, the couriers will deliver or collect the parcels in the Citibox lockers of the building in which it have been installed.

2. Access to the Service

2.1. In order to use the service, you must have installed the Citibox lockers in your building.

2.2. These lockers will provide service so that couriers can always deliver or collect the parcels, as long as it is possible and not impeded by various reasons such as parcel dimensions, availability of lockers or other technical reasons.

2.3. Likewise, we recommend that for a correct and easy collection of parcels you download our application (hereinafter, “app”), through the provided Google Play Store and Apple App Store links.

3. Receipt of packages

Users may collect their deliveries and be informed by using our App or without it.

3.1. Collection procedure through the App: to collect a parcel delivered to a locker, you must download the Citibox App and register. Once you have obtained the App and are registered, the steps are as follow:

i. When the Courier has left the parcel in the locker, you will receive a notification by means of notifications that a parcel has been delivered for collection.

ii. To pick up the parcel from the locker you will have to follow the steps indicated in the App in order to obtain a PIN code that unlocks the specific locker where the parcel is located, or let the App unlock the door via your phone’s bluetooth.

iii. When the locker is opened, you can pick up the parcel, and immediately proceed to close the locker correctly.

3.2. App-free collection procedure: even if you don't have the App, it is still possible for a courier to leave a parcel in our lockers under your name. In this case, and only in the event that you do not use or do not wish to use the Citibox App and service, you can open the locker to retrieve your parcel by contacting our customer service centre by the means we make available to you. The procedure is simple, and is as follows:

i. The Courier will have previously registered your telephone number in our App so that the parcel can be left in the locker for you to pick it up.

ii. We will send you a notification that you have a parcel pending collection in one of our lockers.

iii. In this notification we will inform you how to pick up your parcel by contacting our customer service centre.

iv. Once the recovery process via customer service has been completed, we will ask you if you wish to receive deliveries in our lockers again or if, on the contrary, you prefer not to receive any deliveries at all. If you select the second option, unless you subsequently register in the App, you will not be able to receive deliveries in any of our lockers.

3.3. The parcels can only be collected from the lockers by the persons to whom they are addressed, i.e. the details of the person stated in the shipping information of the order, which must coincide with the details of the registered user or the person registering. In the event that you are unable to collect it, you can contact customer service by the means we make available to you.

3.4. In the event that the user has any incident related to the opening of the locker, and if after following the instructions either through the App or our customer service team, it does not allow the opening of the locker, for its final resolution in the last instance, the user must call our customer service centre and must be in front of the locker for its resolution and collection of the parcel.

3.5. Some deliveries may consist of more than one parcel (hereinafter, a “Multi-parcel Delivery”) associated with a single tracking code. The User is informed and accepts that, at present, the Citibox system does not allow recording or identifying the total number of parcels that make up a delivery. Therefore, if a delivery includes several parcels under the same tracking code, all parcels must be deposited together in the same assigned locker. Otherwise, the User understands that Citibox will not have access to information on the number of parcels per delivery and will not be responsible for any loss, non-delivery or partial delivery of Multi-parcel Deliveries

4. Returns

4.1. Users will be able to make returns of online purchase from certain stores by leaving the parcels in Citibox lockers. The steps to make the return are as follow:

i. After requesting the return from the online retailer that sold the goods, if in the building where the person requesting the return has installed the Citibox lockers, you will receive an email with the instructions to carry out the return by depositing the parcel in a Citibox locker.

ii.If you want to make the return through Citibox, you must download the App and register.

iii.The user must prepare the parcel following the carrier's instructions, go to the Citibox lockers in the building, press the "Leave in the locker" button in the app and place the parcel in the locker.

4.2. The user must deposit their parcel in the Citibox locker within the period indicated in the email received. After this period, returns through Citibox will not be possible.

5. Availability of lockers.

5.1. Our lockers offer a 24-hour collection service, 7 days a week. These hours may vary depending on the accessibility of the location where our locker is located.

5.2. The lockers have passed a strict performance and warranty validation process. However, it may occur that a problem arises when trying to access the locker. Therefore you must be aware of the following:

5.2.1. When you start the collection through the App we will provide you with a temporary code valid for five (5) minutes. Automatically after that time, the locker will be made available to continue receiving new deliveries.

5.2.2. Therefore, it is VERY IMPORTANT that you communicate the incident through the App, immediately after you have a technical problem or, failing that, to the email atencionalcliente@citibox.com. As soon as we receive this notification, the account will be frozen right after the locker is released. The lack of notification of anomalies through the designated channels releases the Company from any responsibility regarding the integrity or delivery of the parcels.

5.2.3.The end user agrees to use the means provided by the company to communicate any malfunction of the locker intended for receiving parcels. The user has a 24-hour limit to report any failure in the operation of the locker. It is advisable to notify Citibox as soon as the system failure is known, to avoid damage to the parcel stored in the locker.

5.2.4. Once the locker is released, Citibox is not responsible for the parcels placed there, and the user will be fully responsible for the parcel, its state and any insurance of the parcel or merchandise.

5.2.5. The user must be in front of the locker to manage its opening through the App in order to be able to remove the parcel or merchandise.

5.3. Failure to follow these instructions will be the responsibility of the user, releasing Citibox of any responsibility for the parcel derived from non-compliance with what is established here.

6. Exclusions.

6.1. Citibox will not accept cash-on-delivery (COD) shipments, those requiring customs clearance, or any that necessitate additional payment.

7. Notice of return due to non-collection:

7.1. Depending on the courier, e-commerce platform or type of package, you will have between three (3) and ten (10) days to collect your parcel. You can easily check the collection period in the app.

If you anticipate that you will not be able to collect the parcel within the indicated collection period, you must inform Citibox of this situation through the Citibox app by modifying the collection deadline or by contacting Citibox Customer Service at atencionalcliente@citibox.com.

7.2. If you do not collect your parcel on the same day of delivery, you will receive notifications through the means available to Citibox informing you that the parcel is pending collection.

7.3. Once the deadline mentioned above has expired and after several unsucessful notifications sent by Citibox, the system will automatically mark the parcel as in "Return" status. After that,the Courier or, if necessary, Citibox will proceed to remove the parcel from the locker and deposit it in Citibox's storage facilities.

7.4. After one month from the date of delivery of the parcel in the locker and transfer to our warehouses the parcel will be disposed of.

8. Amount of the service.

8.1. Citibox does not charge users for the parcel reception service.

9. Prohibited articles:

9.1. The storage of parcels whose contents are contrary to the law or public order is prohibited. Goods or parcels whose transport is subject to special provisions are expressly excluded, such as: dangerous goods classified as ADR (aerosols, sprays, lighters, paints, batteries, varnishes, etc.). The following are also considered as prohibited articles: live or dead animals, biological samples, human remains, weapons, air guns, pistols, rifles, replica weapons, ammunition.

9.2. Under the terms of the ADR (Agreement on Dangerous Goods by Road), the exemption of the regime called "Limited Quantities" (hereinafter "LQ") applies to deliveries to Citibox lockers within the limits set by the general terms and conditions of the carrier for which the Courier acts, on the understanding that the carrier itself has established terms and conditions compatible with the law. Otherwise, Citibox cannot be held responsible for any problems that may arise.

9.3. Items prohibited or restricted by ICAO (International Civil Aviation Organisation): Stolen items, or any other items of an illegal nature either in the country of origin or destination. Money (including bearer cheques), promissory notes, currency, counterfeit, admitted or collector's items, cheques, foreign currency, stocks or shares, stamps (except those which are franked) not considered to be collectible or antique, medicines or biological samples, perishable goods (expiry date of less than 7 days and/or any goods requiring specific temperature conditions for transport or storage), passports or identity cards or similar documents, gold, silver bullion, drugs, narcotics (provided they are considered illegal), as well as any type of goods that must be kept at a controlled temperature (cold or frozen).

9.4. Finally, parcels weighing more than 50 kg will not be accepted.

9.5. Any incident or liability of any kind arising from the delivery of prohibited items as mentioned above shall not be the responsibility of Citibox.

10. Verification.

10.1. Likewise, Citibox reserves the right to photograph and scan the barcode of the parcels that are received in its lockers, in order to demonstrate their condition in the event of hypothetical future claims and in order to guarantee the correct provision of the service, its security and correct use.

11. Exemption from liability for delays and damages.

11.1. Citibox lockers only store parcels and do not intervene in the prior transportation process, so Citibox is not responsible for any damage to the packaging or contents during the transportation phase, nor for any delays, or delays that other operators or retailers may have incurred or caused.

12. Insurance, Liability and Compensation Procedure

12.1. The insurance contracted by Citibox for the protection of parcels placed in Citibox lockers will cover a maximum liability equal to an amount of 1.000 EUR exclusively for the period that the parcel remains inside the Citibox lockers.

12.2. In the event of an incident that results in compensation, the User must follow the following procedure:

a) The User must report the incident through the designated Customer Service channels and provide the complete and correct documentacion requires to substantiate both the value of the parcel's contents and its effective delivery (such as the proof of purchase and the carrier's proof of delivery)

b) Citibox commits to reviewing the documentation provided and to communicate its decision on the eligibility of the compensation to the User within a maximum period of fifteen (15) business days from the receipt of all the requested documentation.

c)Once the acceptance of the compensation has been communicated to the User, Citibox will proceed to pay the corresponding amount within a maximum peirod of sixty (60) calendar days.

14. Right of withdrawal.

14.1. Citibox is not a party to your contractual relationship with the Courier, Carrier or Retailer. The right of withdrawal that, where applicable, corresponds to you as a consumer must be exercised with the company with which the product or service stored in the locker was purchased, Citibox not intervening in this matter.

15. Personal data and privacy

15.1. Processing user data is essential for Citibox to deliver its Service. Furthermore, as it is necessary for the correct development of the contractual relationship, Citibox will communicate the identification and contact details of its Users to the courier companies so that they can verify the availability of the delivery and manage any incident that may occur during the development of the service.

15.2. In any case, if you do not agree in whole or in part with the processing of data by Citibox in accordance with our privacy and cookies policies, we ask users to stop using our Services in accordance with the provisions of section 14 above.

16. Cancellation of the Citibox service.

16.1. Once the service has started and the parcel has been stored in the locker for collection, it is understood that, according to the law, there is no right of withdrawal because the service has been completed.

APPLICATION LICENCE TERMS AND CONDITIONS

Citibox Smart Services, S.L. ("Citibox") is the legal and beneficial owner and licensor of the Citibox Applications through which we provide software services for the receipt of parcels in Citibox lockers ("Services"), which we make available to consumers and users ("User/s").

The purpose of the Applications is to serve as a tool for the reception of parcels in Citibox lockers by their recipients. Access to and browsing of the Applications are free of charge, and acceptance of these conditions is a necessary condition for their use. The Applications are aimed exclusively at consumers or users.

1. Licence

1.1. By using Citibox you grant yourself a non-exclusive, non-transferable, non-sublicensable, fully paid-up, royalty-free licence to use its website and app (hereinafter "Apps").

1.2. This licence does not permit you to engage in any of the activities described below, and you agree that your failure to comply with any of the following limitations will constitute an infringement of Citibox's intellectual property rights:

i. you may not sell, license or assign the Citibox Applications or any reproduction or modification thereof to any person or entity;

ii. you may not develop, distribute or host any server or software designed to interact with the Applications or redirect or emulate the communications protocols used by Citibox or develop, distribute or use any third party programs designed to affect the Citibox Applications experience.

iii. you may not copy, translate, reverse engineer, derive source code from, modify, disassemble, decompile or create derivative works of the Applications or any part thereof, or permit or authorise any third party to engage in any such activities;

1.3. The licence granted under these terms does not confer title or ownership in the Applications and shall not be construed as a sale of any rights in the Applications. All rights, titles and interest in and to the Applications are owned by Citibox.

2. Intellectual and industrial property rights

2.1. All intellectual and industrial property rights over the Applications and their contents, including programming, design, applications, graphics, codes, text or images, brands, commercial names, distinctive signs and other elements present therein belong exclusively to Citibox, including brands, or it has sufficient rights and/or authorisations for their exploitation.

2.2. The Applications are currently protected by Spanish and EU intellectual property laws, international treaties and other applicable legislation.

2.3. As a consequence of the above, any reproduction, distribution, public communication (including making available), transformation or any other form of exploitation, not even when quoting the sources, is prohibited, except with the prior, express and written consent of Citibox.

2.4. If you detect any infringement, please notify us by email at atencionalcliente@citibox.com.

3. Accessibility:

3.1. The use of the Applications is not restricted, however for a full enjoyment of it will be necessary that you are a natural person of legal age in accordance with the provisions of Spanish law, and act as a consumer and user of the Citibox storage service, as well as that you have Citibox smart lockers for the reception of parcels installed in your building.

4. Use of Applications

4.1. As a User, by using the Applications you agree to:

i. Use the Applications in a diligent, correct and lawful manner, always respecting current legislation, morality and good customs, as well as public order.

ii. Not to pass on your username and password to unauthorised third parties, and you must immediately notify Citibox of any unauthorised access to such information by an unauthorised party.

iii. Review any communications that Citibox may send you, as they may contain important information.

iv. Not to use the Applications for commercial purposes, in particular to collect information or content for the purpose of providing services that are clearly in competition with Citibox.

v. Do not modify or attempt to modify in any way, or take any action or use any means intended to simulate the appearance or functions of the Applications.

vi. Not to damage, disable, overburden, impair or interfere with the service (or the network(s) connected to the service), or interfere with your use and enjoyment of the service.

vii. Refrain from taking any action that leads to the introduction of computer viruses, worms, Trojan horses or any other kind of malicious code intended to interrupt, destroy or limit the functionality of the Applications.

viii. Do not use reverse engineering techniques and/or decrypt, decompile or use any other system intended to know the source code of Citibox.

ix. In any case, not to carry out any type of act that may violate the rights or interests of Citibox or third parties, such as, for example, intellectual or industrial property rights (patents, trademarks, copyright, trade secrets, etc.).

5. Responsibility

5.1. The Citibox app is provided "AS IS" without warranty, express or implied, of any kind.

5.2. Citibox makes every effort to ensure that the Applications are operational and function properly at all times, but cannot guarantee this; as there are circumstances beyond Citibox's control or which are deemed unforeseeable by us, in which case we assume no liability.

5.3. Despite our continuous effort to protect the systems and contents included in the Applications, for which we use the usual security standards on the Internet, it is not possible to offer full guarantees in relation to the intrusions or loss of information that may occur. Similarly, the absence of viruses or other harmful elements in the Applications or in third party websites that may cause alterations in the computer system, both software and hardware, cannot be guaranteed. For this reason, you assume and understand that there are situations that may be beyond Citibox's control.

5.4. The Applications may include links to pages or sites of third parties outside Citibox, for which it does not assume any type of responsibility as it does not approve or review their functions and contents. Users who access any link published on the Applications do so at their own risk and without Citibox assuming any responsibility for it.

5.5. Likewise, Citibox is exempt from any liability arising from misuse of the Applications by Users or their use by unauthorised persons or persons who do not comply with the conditions described herein, as well as for breach of the obligations or commitments assumed by virtue of these conditions or any other applicable conditions.

5.6. The User must have the necessary elements for the correct functioning of the Citibox Applications, including a suitable mobile device and Internet connection, all at their own risk and exclusively at their own expense; therefore, Citibox assumes no responsibility for the consequences arising from errors on your part when verifying compliance with the necessary or recommended technical requirements or in the use of the Applications themselves.

5.7. The User shall indemnify Citibox against any damages, losses or costs incurred or claimed by any third party as a result of the User's misuse of the Applications.

5.8. The User acknowledges that the information and documentation received from Citibox may contain errors, and must inform Citibox as soon as possible so that it can try to solve them, and can give Citibox part of the notice via email at atencionalcliente@citibox.com

6. Indemnification

6.1. Citibox may sanction any of its Users who breach these applicable conditions with the impossibility of accessing, temporarily or indefinitely, the Applications. The duration of the sanction will depend on the type of infringement committed. The restriction of access shall in no case entail the right to compensation.

6.2. Any damages, losses or costs (including legal fees and/or solicitors' fees) arising out of any breach by you of the terms and conditions or any other applicable terms and conditions incurred by Citibox shall be borne by you who caused the breach. This includes any third party claims arising from such breaches.

7. Modifications or alterations

7.1. Citibox may change, modify, suspend or remove any aspect of the Applications at any time.

7.2. Citibox may also impose limits on certain features or restrict your access to certain parts or all of the Applications without notice.

7.3. Citibox may apply updates and modifications to the Applications as it deems necessary.

7.4. Updates are essential to correct various deficiencies detected in the use or the incorporation of improvements or modifications to the Applications. To this end, you must accept the necessary updates in order to continue using the Applications.

7.5. Citibox shall not be liable for any deficiencies or errors in its use due to failure to update or modify the Applications, which will be notified through the same and/or its mobile operating system.

8. Withdrawal from the use of the Applications

8.1. You may unsubscribe from the service provided through the Applications by (i) ceasing to browse or use the website; (ii) uninstalling the application downloaded and installed on the device, and/or (iii) in addition, and if applicable, permanently closing your Citibox User account.

COMMON ISSUES APPLICABLE TO THE TERMS AND CONDITIONS APPLICABLE TO THE SERVICE AND APPLICATIONS

1. Period of validity. The Conditions shall remain in force until terminated, and those provisions which by their nature must remain in force after termination of the Conditions shall remain in force after termination.

2. These Terms, which incorporate by reference all documents applicable to it and in this or the Legal Notice referred to herein, constitute the entire agreement between you and Citibox in respect of the Applications and the Citibox service and supersede all previous agreements between us. You also agree to comply with all applicable laws in connection with the Terms.

3.Safeguarding and interpretation. If any of these provisions are declared by any competent authority to be illegal, invalid or unenforceable, it shall be construed as nearly as possible in accordance with the original intention of such provision. In any event, such a declaration in respect of any provision or provisions shall not prejudice the validity of the remaining provisions.

4.Partial invalidity. If any provision of the Terms is declared unlawful or unenforceable, such provision shall be deleted or reinterpreted in a manner favourable to you as a consumer or user of the Citibox Applications and Service. In the event of partial deletion the remaining part in question shall remain in full force and effect.

5.Please note that Citibox would not be able to provide the Applications and the Citibox Service on an arm's length basis without the existence of these Terms. No waiver to enforce or cure a breach of any provision of the Terms shall constitute a waiver to enforce or cure a breach of any other provision of the Terms, whether or not of a similar nature.

6.Language. The language applicable to these Conditions is Spanish. If versions in other languages, such as English, are provided, it will only be as a courtesy and for your convenience. In case of contradictions, the Spanish version will prevail.

7. Applicable law and jurisdiction.

7.1. The construction, validity and performance of the Conditions and all non-contractual obligations arising therefrom shall be governed by the laws of Spain.

7.2.. Any action or procedure initiated to resolve a dispute arising from the Conditions in the event that you are not a consumer or user will be subject to the jurisdiction of the Courts and Tribunals of Madrid and by accepting this document, you accept this place, renouncing any other applicable jurisdiction or the competence of any other courts and tribunals. On the other hand, if you are a consumer and/or user, the competent jurisdiction may be that of your usual place of residence.

7.3. Furthermore, if you are a user-consumer, in the event of dissatisfaction or disagreement, you can contact us by e-mail through our customer service channel atencionalcliente@citibox.com. And if you are not satisfied with the proposed solution, you have the right to file a complaint with the Municipal Consumer Information Office (O.M.I.C.) in your town, or with the Directorate General for Consumer Affairs of your Autonomous Community.

7.4. You shall also have the right to seek protection through alternative dispute resolution by the authorised dispute resolution entity. In such a case, the User can find the relevant dispute resolution entity at https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2.

Last update: August 12th 2025

Terms & Conditions for United Kingdom

Terms and Conditions of Service
Terms and conditions of licence for the use of the Applications
The other terms and conditions referred to in the Legal Notice such as: (i) privacy policy and (ii) cookies policy.

You affirm that you have the legal authority, capacity, and are of legal age to agree to these Terms, including all referenced terms and conditions in the Legal Notice

If you wish to contact us, you can do so by the means at your disposal, specifically through our email address at supportuk@citibox.com.

TERMS AND CONDITIONS OF SERVICE

1. Description of the service

1.1. The service provided by CITIBOX involves providing smart lockers available to you so that you can collect your deliveries conveniently, in your building and without having to be at home. In other words, as a user of the service, you authorise that all your parcels to be delivered to Citibox lockers. In general, unless it is not possible the delivery or return due to size of the parcels, lockers availabilty or other reasons, the couriers will deliver or collect the parcels in the Citibox lockers of the building in which it have been installed.

2. Access to the Service

2.1. In order to use the service, you must have installed the Citibox lockers in your building.

2.2. These lockers will provide service so that couriers can always deliver or collect the parcels, as long as it is possible and not impeded by various reasons such as parcel dimensions, availability of lockers or other technical reasons.

2.3. Likewise, we recommend that for a correct and easy collection of parcels you download our application (hereinafter, “app”), through the provided Google Play Store and Apple App Store links.

3. Receipt of parcels

Users may collect their deliveries and be informed by using our App or without it.

3.1. Collection procedure through the App: to collect a parcel delivered to a locker, you must download the Citibox App and register. Once you have obtained the App and are registered, the steps are as follow:

i. When the Courier has left the parcel in the locker, you will receive a notification by means of notifications that a parcel has been delivered for collection.

ii. To pick up the parcel from the locker you will have to follow the steps indicated in the App in order to obtain a PIN code that unlocks the specific locker where the parcel is located, or let the App unlock the door via your phone’s bluetooth.

iii. When the locker is opened, you can pick up the parcel, and immediately proceed to close the locker correctly.

3.2. App-free collection procedure: even if you don't have the App, it is still possible for a courier to leave a parcel in our lockers under your name. In this case, and only in the event that you do not use or do not wish to use the Citibox App and service, you can open the locker to retrieve your parcel by contacting our customer service centre by the means we make available to you. The procedure is simple, and is as follows:

i. The Courier will have previously registered your telephone number in our App so that the parcel can be left in the locker for you to pick it up.

ii. We will send you a notification that you have a parcel pending collection in one of our lockers.

iii. In this notification we will inform you how to pick up your parcel by contacting our customer service centre.

iv. Once the recovery process via customer service has been completed, we will ask you if you wish to receive deliveries in our lockers again or if, on the contrary, you prefer not to receive any deliveries at all. If you select the second option, unless you subsequently register in the App, you will not be able to receive deliveries in any of our lockers.

3.3. The parcels can only be collected from the lockers by the persons to whom they are addressed, i.e. the details of the person stated in the shipping information of the order, which must coincide with the details of the registered user or the person registering. In the event that you are unable to collect it, you can contact customer service by the means we make available to you.

3.4. In the event that the user has any incident related to the opening of the locker, and if after following the instructions either through the App or our customer service team, it does not allow the opening of the locker, for its final resolution in the last instance, the user must call our customer service centre and must be in front of the locker for its resolution and collection of the parcel.

4. Returns

4.1. Users will be able to make returns of online purchase from certain stores by leaving the parcels in Citibox lockers. The steps to make the return are as follow:

i. After requesting the return from the online retailer that sold the goods, if in the building where the person requesting the return has installed the Citibox lockers, you will receive an email with the instructions to carry out the return by depositing the parcel in a Citibox locker.

ii. . If you want to make the return through Citibox, you must download the App and register.

iii.The user must prepare the parcel following the carrier's instructions, go to the Citibox lockers in the building, press the "Leave in the locker" button in the app and place the parcel in the locker.

4.2. The user must deposit their parcel in the Citibox locker within the period indicated in the email received. After this period, returns through Citibox will not be possible.

5. Availability of lockers.

5.1. Our lockers offer a 24-hour collection service, 7 days a week. These hours may vary depending on the accessibility of the location where our locker is located.

5.2. The lockers have passed a strict performance and warranty validation process. However, it may occur that a problem arises when trying to access the locker. Therefore you must be aware of the following:

5.2.1. When you start the collection through the App we will provide you with a temporary code valid for five (5) minutes. Automatically after that time, the locker will be made available to continue receiving new deliveries.

5.2.2. Therefore, it is VERY IMPORTANT that you communicate the incident through the App, immediately after you have a technical problem or, failing that, to the email supportuk@citibox.com. As soon as we receive this notification, the account will be frozen right after the locker is released. The lack of notification of anomalies through the designated channels releases the Company from any responsibility regarding the integrity or delivery of the parcels.

5.2.3.The end user agrees to use the means provided by the company to communicate any malfunction of the locker intended for receiving parcels. The user has a 24-hour limit to report any failure in the operation of the locker. It is advisable to notify Citibox as soon as the system failure is known, to avoid damage to the parcel stored in the locker.

5.2.4. Once the locker is released, Citibox is not responsible for the parcels placed there, and the user will be fully responsible for the parcel, its state and any insurance of the parcel or merchandise.

5.2.5. The user must be in front of the locker to manage its opening through the App in order to be able to remove the parcel or merchandise.

5.3. Failure to follow these instructions will be the responsibility of the user, releasing Citibox of any responsibility for the parcel derived from non-compliance with what is established here.

6. Exclusions.

6.1. Citibox will not accept cash-on-delivery (COD) shipments, those requiring customs clearance, or any that necessitate additional payment.

7. Notice of return due to non-collection:

7.1. If you anticipate that you will not collect the parcel within the seven (7) day period, you must inform Citibox of this situation through the Citibox App by modifying the collection period or by contacting Citibox Customer Service at supportuk@citibox.com .

7.2. If you do not collect your parcel on the same day of delivery, you will receive a notice every day for the following seven (7) days by the means available to Citibox - indicating that the parcel is awaiting collection.

7.3. After the seven (7) day deadline indicated above and the various notifications sent by Citibox, the system will automatically mark the parcel as in "Return" status; after which the Courier or, failing that, Citibox will proceed to remove the parcel from the locker and store it in Citibox's warehouses.

7.4. After one month from the date of delivery of the parcel in the locker and transfer to our warehouses the parcel will be disposed of.

8. Cost of the service.

8.1. Citibox does not charge users for the parcel reception service.

9. Prohibited articles:

9.1. The storage of parcels whose contents are contrary to the law or public order is prohibited. Goods or parcels whose transport is subject to special provisions are expressly excluded, such as: dangerous goods classified as ADR (aerosols, sprays, lighters, paints, batteries, varnishes, etc.). The following are also considered as prohibited articles: live or dead animals, biological samples, human remains, weapons, air guns, pistols, rifles, replica weapons, ammunition.

9.2. Under the terms of the ADR (Agreement on Dangerous Goods by Road), the exemption of the regime called "Limited Quantities" (hereinafter "LQ") applies to deliveries to Citibox lockers within the limits set by the general terms and conditions of the carrier for which the Courier acts, on the understanding that the carrier itself has established terms and conditions compatible with the law. Otherwise, Citibox cannot be held responsible for any problems that may arise.

9.3. Items prohibited or restricted by ICAO (International Civil Aviation Organisation): Stolen items, or any other items of an illegal nature either in the country of origin or destination. Money (including bearer cheques), promissory notes, currency, counterfeit, admitted or collector's items, cheques, foreign currency, stocks or shares, stamps (except those which are franked) not considered to be collectible or antique, medicines or biological samples, perishable goods (expiry date of less than 7 days and/or any goods requiring specific temperature conditions for transport or storage), passports or identity cards or similar documents, gold, silver bullion, drugs, narcotics (provided they are considered illegal), as well as any type of goods that must be kept at a controlled temperature (cold or frozen).

9.4. Finally, parcels weighing more than 50 kg will not be accepted.

9.5. Any incident or liability of any kind arising from the delivery of prohibited items as mentioned above shall not be the responsibility of Citibox.

10. Verification.

10.1. Likewise, Citibox reserves the right to photograph and scan the barcode of the parcels that are received in its lockers, in order to demonstrate their condition in the event of hypothetical future claims and in order to guarantee the correct provision of the service, its security and correct use.

11. Exemption from liability for delays and damages.

11.1. Citibox lockers only store parcels and do not intervene in the prior transportation process, so Citibox is not responsible for any damage to the packaging or contents during the transportation phase, nor for any delays, or delays that other operators or retailers may have incurred or caused.

12. Insurance and liability.

12.1. The insurance contracted by Citibox for the protection of parcels placed in Citibox lockers will cover a maximum liability equal to an amount of 1.000,00 GBP exclusively for the period that the parcel remains inside the Citibox lockers.

14. Right of withdrawal.

14.1. Citibox is not a party to your contractual relationship with the Courier, Carrier or Retailer. The right of withdrawal that, where applicable, corresponds to you as a consumer must be exercised with the company with which the product or service stored in the locker was purchased, Citibox not intervening in this matter.

15. Personal data and privacy

15.1. Processing user data is essential for Citibox to deliver its Service. Furthermore, as it is necessary for the correct development of the contractual relationship, Citibox will communicate the identification and contact details of its Users to the courier companies so that they can verify the availability of the delivery and manage any incident that may occur during the development of the service.

15.2. In any case, if you do not agree in whole or in part with the processing of data by Citibox in accordance with our privacy and cookies policies, we ask users to stop using our Services in accordance with the provisions of section 14 above.

16. Cancellation of the Citibox service.

16.1. Once the service has started and the parcel has been stored in the locker for collection, it is understood that, according to the law, there is no right of withdrawal because the service has been completed.

APPLICATION LICENCE TERMS AND CONDITIONS

1. Licence

1.1. By using Citibox you grant yourself a non-exclusive, non-transferable, non-sublicensable, fully paid-up, royalty-free licence to use its website and app (hereinafter "Apps").

1.2. This licence does not permit you to engage in any of the activities described below, and you agree that your failure to comply with any of the following limitations will constitute an infringement of Citibox's intellectual property rights:

i. you may not sell, license or assign the Citibox Applications or any reproduction or modification thereof to any person or entity;

ii. you may not develop, distribute or host any server or software designed to interact with the Applications or redirect or emulate the communications protocols used by Citibox or develop, distribute or use any third party programs designed to affect the Citibox Applications experience.

iii. you may not copy, translate, reverse engineer, derive source code from, modify, disassemble, decompile or create derivative works of the Applications or any part thereof, or permit or authorise any third party to engage in any such activities;

1.3. The licence granted under these terms does not confer title or ownership in the Applications and shall not be construed as a sale of any rights in the Applications. All rights, titles and interest in and to the Applications are owned by Citibox.

2. Intellectual and industrial property rights

2.1. All intellectual and industrial property rights over the Applications and their contents, including programming, design, applications, graphics, codes, text or images, brands, commercial names, distinctive signs and other elements present therein belong exclusively to Citibox, including brands, or it has sufficient rights and/or authorisations for their exploitation.

2.2. The Applications are currently protected by Spanish and EU intellectual property laws, international treaties and other applicable legislation.

2.3. As a consequence of the above, any reproduction, distribution, public communication (including making available), transformation or any other form of exploitation, not even when quoting the sources, is prohibited, except with the prior, express and written consent of Citibox.

2.4. If you detect any infringement, please notify us by email at supportuk@citibox.com

3. Accessibility:

3.1. The use of the Applications is not restricted, however for a full enjoyment of it will be necessary that you are a natural person of legal age in accordance with the provisions of Spanish law, and act as a consumer and user of the Citibox storage service, as well as that you have Citibox smart lockers for the reception of parcels installed in your building.

4. Use of Applications

4.1. As a User, by using the Applications you agree to:

i. Use the Applications in a diligent, correct and lawful manner, always respecting current legislation, morality and good customs, as well as public order.

ii. Not to pass on your username and password to unauthorised third parties, and you must immediately notify Citibox of any unauthorised access to such information by an unauthorised party.

iii. Review any communications that Citibox may send you, as they may contain important information.

iv. Not to use the Applications for commercial purposes, in particular to collect information or content for the purpose of providing services that are clearly in competition with Citibox.

v. Do not modify or attempt to modify in any way, or take any action or use any means intended to simulate the appearance or functions of the Applications.

vi. Not to damage, disable, overburden, impair or interfere with the service (or the network(s) connected to the service), or interfere with your use and enjoyment of the service.

vii. Refrain from taking any action that leads to the introduction of computer viruses, worms, Trojan horses or any other kind of malicious code intended to interrupt, destroy or limit the functionality of the Applications.

viii. Do not use reverse engineering techniques and/or decrypt, decompile or use any other system intended to know the source code of Citibox.

ix. In any case, not to carry out any type of act that may violate the rights or interests of Citibox or third parties, such as, for example, intellectual or industrial property rights (patents, trademarks, copyright, trade secrets, etc.).

5. Responsibility

5.1. The Citibox app is provided "AS IS" without warranty, express or implied, of any kind.

5.2. Citibox makes every effort to ensure that the Applications are operational and function properly at all times, but cannot guarantee this; as there are circumstances beyond Citibox's control or which are deemed unforeseeable by us, in which case we assume no liability.

5.3. Despite our continuous effort to protect the systems and contents included in the Applications, for which we use the usual security standards on the Internet, it is not possible to offer full guarantees in relation to the intrusions or loss of information that may occur. Similarly, the absence of viruses or other harmful elements in the Applications or in third party websites that may cause alterations in the computer system, both software and hardware, cannot be guaranteed. For this reason, you assume and understand that there are situations that may be beyond Citibox's control.

5.4. The Applications may include links to pages or sites of third parties outside Citibox, for which it does not assume any type of responsibility as it does not approve or review their functions and contents. Users who access any link published on the Applications do so at their own risk and without Citibox assuming any responsibility for it.

5.5. Likewise, Citibox is exempt from any liability arising from misuse of the Applications by Users or their use by unauthorised persons or persons who do not comply with the conditions described herein, as well as for breach of the obligations or commitments assumed by virtue of these conditions or any other applicable conditions.

5.6. The User must have the necessary elements for the correct functioning of the Citibox Applications, including a suitable mobile device and Internet connection, all at their own risk and exclusively at their own expense; therefore, Citibox assumes no responsibility for the consequences arising from errors on your part when verifying compliance with the necessary or recommended technical requirements or in the use of the Applications themselves.

5.7. The User shall indemnify Citibox against any damages, losses or costs incurred or claimed by any third party as a result of the User's misuse of the Applications.

5.8. The User acknowledges that the information and documentation received from Citibox may contain errors, and must inform Citibox as soon as possible so that it can try to solve them, and can give Citibox part of the notice via email at supportuk@citibox.com

6. Indemnification

6.1. Citibox may sanction any of its Users who breach these applicable conditions with the impossibility of accessing, temporarily or indefinitely, the Applications. The duration of the sanction will depend on the type of infringement committed. The restriction of access shall in no case entail the right to compensation.

6.2. Any damages, losses or costs (including legal fees and/or solicitors' fees) arising out of any breach by you of the terms and conditions or any other applicable terms and conditions incurred by Citibox shall be borne by you who caused the breach. This includes any third party claims arising from such breaches.

7. Modifications or alterations

7.1. Citibox may change, modify, suspend or remove any aspect of the Applications at any time.

7.2. Citibox may also impose limits on certain features or restrict your access to certain parts or all of the Applications without notice.

7.3. Citibox may apply updates and modifications to the Applications as it deems necessary.

7.4. Updates are essential to correct various deficiencies detected in the use or the incorporation of improvements or modifications to the Applications. To this end, you must accept the necessary updates in order to continue using the Applications.

7.5. Citibox shall not be liable for any deficiencies or errors in its use due to failure to update or modify the Applications, which will be notified through the same and/or its mobile operating system.

8. Withdrawal from the use of the Applications

8.1. You may unsubscribe from the service provided through the Applications by (i) ceasing to browse or use the website; (ii) uninstalling the application downloaded and installed on the device, and/or (iii) in addition, and if applicable, permanently closing your Citibox User account.

COMMON ISSUES APPLICABLE TO THE TERMS AND CONDITIONS APPLICABLE TO THE SERVICE AND APPLICATIONS

1. Period of validity. The Conditions shall remain in force until terminated, and those provisions which by their nature must remain in force after termination of the Conditions shall remain in force after termination.

2. These Terms, which incorporate by reference all documents applicable to it and in this or the Legal Notice referred to herein, constitute the entire agreement between you and Citibox in respect of the Applications and the Citibox service and supersede all previous agreements between us. You also agree to comply with all applicable laws in connection with the Terms.

3.Safeguarding and interpretation. If any of these provisions are declared by any competent authority to be illegal, invalid or unenforceable, it shall be construed as nearly as possible in accordance with the original intention of such provision. In any event, such a declaration in respect of any provision or provisions shall not prejudice the validity of the remaining provisions.

4.Partial invalidity. If any provision of the Terms is declared unlawful or unenforceable, such provision shall be deleted or reinterpreted in a manner favourable to you as a consumer or user of the Citibox Applications and Service. In the event of partial deletion the remaining part in question shall remain in full force and effect.

5.Please note that Citibox would not be able to provide the Applications and the Citibox Service on an arm's length basis without the existence of these Terms. No waiver to enforce or cure a breach of any provision of the Terms shall constitute a waiver to enforce or cure a breach of any other provision of the Terms, whether or not of a similar nature.

6.Language. The language applicable to these Conditions is Spanish. If versions in other languages, such as English, are provided, it will only be as a courtesy and for your convenience. In case of contradictions, the Spanish version will prevail.

7. Applicable law and jurisdiction.

7.1. The construction, validity and performance of the Conditions and all non-contractual obligations arising therefrom shall be governed by, and construed in accordance with, the laws of England and Wales.

7.2.. Any action or procedure initiated to resolve a dispute arising from the Conditions will be subject to the jurisdiction of the Courts of England and Wales, and by accepting these terms, you accept this jurisdiction, renouncing any other applicable jurisdiction or the competence of any other courts and tribunals.

7.3. Furthermore, if you are a user-consumer, in the event of dissatisfaction or disagreement, you can contact us by email through our customer service channel supportuk@citibox.com. And if you are not satisfied with the proposed solution, you have the right to file a complaint with the relevant ombudsman.

Last update: October 2nd, 2024