General terms for partner stores

1. Parties and purpose

1.1. These terms govern the relationship between SHEILI (SHEILI LUGGAGE, S.L., B09703380, Paseo Virgen del Puerto, 1, 28005 Madrid, Spanien) and the Partner store: the natural or legal person carrying on a business or professional activity who signs up to SHEILI to offer luggage storage services on its premises.

1.2. SHEILI provides the Store with an online intermediation service: publishing its offer, managing bookings, collecting payments on its behalf, drop-off and pick-up credentials, support and incidents. The Store provides storage in its own name and is the depositary towards the traveler.

1.3. These general terms are supplemented by the Specific terms of each Store (remuneration percentage and basis, payment costs, capacity, opening hours, payout method), accepted at sign-up or in the store dashboard and recorded with their version. In the event of conflict, the Specific terms prevail.

1.4. The Store declares that it acts for business or professional purposes, so consumer law does not apply to this relationship.

2. Sign-up, verification and revalidation

2.1. Sign-up. The Store applies by providing:

• its identification and tax details (legal name, tax ID and address);
• a contact and the exact address of the premises;
• its opening hours and capacity;
• where it will keep the luggage;
• its features (accessibility, large bags, night or Sunday opening, security camera, proximity to stations).

2.2. Verification. SHEILI may verify the existence and location of the premises, the identity of the signatory and their authority to represent the Store. Before activation, the Store must:

• (a) accept these terms;
• (b) confirm the minimum storage and security commitment (clause 5.2);
• (c) complete the payout details (clause 8) and, when Stripe Connect is used, Stripe's verification process.

The Store is only published when SHEILI checks the activation list: opening hours, location, capacity, active member, acceptance of the agreement, storage commitment and complete rates.

2.3. Periodic revalidation. SHEILI will ask the Store to confirm periodically that its details, opening hours and capacity are still current; any real activity (drop-offs, pick-ups or staff sign-in) counts as confirmation. If it does not respond to reminders, the Store will be paused (not bookable) until it confirms, without affecting bookings already confirmed. The pause is lifted automatically on confirmation.

2.4. Dashboard users. The Store may invite staff with owner, manager or staff roles. It is responsible for its staff's actions and must revoke the access of anyone who stops working for it.

3. Capacity, opening hours and availability

3.1. The Store declares a true and up-to-date maximum bag capacity and opening hours, and reports exceptional closures in the dashboard as early as possible.

3.2. SHEILI only accepts bookings within the published opening hours and up to the declared capacity, counting confirmed bookings that overlap in time.

3.3. The Store may temporarily pause its availability. Bookings confirmed during the pause must be honoured, unless agreed with SHEILI to relocate them.

4. Obligation to honour confirmed bookings

4.1. The Store undertakes to accept and honour every confirmed booking within the published opening hours and capacity.

4.2. It may only refuse a bag for a justified reason:

• presence or reasonable suspicion of prohibited items;
• size or nature not accepted under the Luggage policy and the store page;
• more bags than booked;
• a safety risk.

The refusal must be recorded in the dashboard as an incident, with its reason, when it occurs.

4.3. Being closed during published hours, lack of capacity or unjustified refusal are a breach:

• the traveler will receive a full refund;
• the Store will not be paid for that booking;
• SHEILI may apply the measures in clause 12.

5. Drop-off, storage and pick-up procedures

5.1. Drop-off. Staff:

• scan the traveler's QR code or find the booking with the code and email address;
• check the number of bags, which may not exceed the number booked;
• identify each bag with a label;
• may photograph it to record its condition.

The drop-off is recorded in the dashboard and generates the pick-up PIN that SHEILI sends to the traveler.

5.2. Storage. The Store keeps the luggage with the diligence of a good depositary and complies with the minimum storage and security commitment accepted at sign-up:

• keep the luggage in a closed or supervised area not accessible to the public;
• have its staff record every drop-off and pick-up in the dashboard;
• refuse prohibited items and hand over luggage only with the traveler's PIN.

It does not open, handle or use the luggage and keeps the labels in place.

5.3. Pick-up. It only hands over the luggage to whoever enters the correct PIN in the dashboard. It does not accept other means of identification unless expressly instructed by support. It records the handover of each bag.

5.4. Late pick-up. If the traveler arrives after the booked time, the Store may generate a late pick-up supplement from the dashboard, which the traveler pays voluntarily; handover is not conditional on that payment.

5.5. Uncollected luggage. It keeps it in storage and follows SHEILI's instructions. It does not destroy, sell or dispose of the luggage.

5.6. Evidence. Custody records (scans, drop-offs, photos, pick-ups and incidents) cannot be altered and are the evidence of performance. The Store must use the dashboard for every operation.

6. Incidents, damage and claims

6.1. The Store reports any incident in the dashboard without delay:

• unidentified bag or discrepancy with the photos;
• damage, loss or theft;
• prohibited item detected;
• traveler absent or conflict at pick-up.

6.2. When a traveler claims for loss, theft or damage, the Store cooperates with SHEILI by providing the available information and evidence without delay.

6.3. The Store is liable to the traveler as depositary under the law and the Traveler terms. If SHEILI pays, on behalf of the Store, a refund or compensation owed because of the Store's breach, it may offset it against amounts pending payout, after a reasoned notice.

7. Prices, Store remuneration and SHEILI commission

7.1. Price to the traveler. SHEILI sets the storage price centrally (by country, region, city and area and, where applicable, exceptions authorised by SHEILI for a Store). The Store does not set the price to the traveler. Each booking is priced at the time of payment and is not recalculated afterwards.

7.2. Remuneration. The Store receives the percentage of each booking stated in its Specific terms, calculated on the basis stated there. Unless they say otherwise, the basis is the Net Storage Base, which excludes:

• VAT;
• the SHEILI service fee;
• discounts from promotions funded by SHEILI.

7.3. SHEILI commission. SHEILI receives the difference between the storage price and the Store's remuneration and, where applicable, the service fee per bag (currently €1.99 in Spain), which belongs entirely to SHEILI.

Affiliate commissions are paid by SHEILI out of its share and do not reduce the Store's remuneration. Payment processing costs are borne by SHEILI, unless the Specific terms say otherwise.

7.4. Changes to rates or percentages. They are notified at least 15 days in advance (Art. 3.2 of the P2B Regulation) and do not affect bookings already confirmed. A change to the remuneration terms requires acceptance of a new version of the Specific terms; the Store may terminate the contract before it takes effect.

8. Collection on behalf of the Store and payouts

8.1. Collection mandate. The Store authorises SHEILI to collect the storage price from travelers in its name and on its behalf, as a commercial agent, through Stripe. Payment by the traveler to SHEILI discharges the traveler towards the Store.

8.2. When remuneration is earned. Remuneration is earned when the booking is completed (all bags collected) or, where applicable, in the no-show cases of clause 9.

8.3. Holds. Payouts are made once the hold period after pick-up has passed (currently 24 hours, extended for new Stores —72 additional hours during their first 5 bookings— and according to the settlement risk level). Amounts subject to a dispute, a refund in progress or an open claim are held until resolved.

8.4. Payout methods.

• (a) Stripe Connect: transfers to the Store's connected account, which must accept the Stripe Connected Account Agreement and pass verification. If Stripe restricts the account, the transfer is held, visibly in the dashboard, until the restriction is lifted.
• (b) Manual payout by periodic bank transfer, above a minimum threshold (currently €20), approved by two SHEILI staff members.

The applicable method is stated in the Specific terms. The platform currently operates in manual payout mode.

8.5. Later refunds. If a booking already paid out is refunded in full or in part, the corresponding share is reversed (transfer reversal in Stripe Connect) or offset in the next payout. There will be no double payout and no payout of refunded amounts.

8.6. Statements. The Store has a monthly statement in the dashboard detailing each booking, holds, transfers and reversals.

8.7. Test bookings. Bookings made with test payments (TEST mode) or at test stores do not create payment obligations and are not paid out.

9. Cancellations and no-show

9.1. Free cancellation by the traveler. If the traveler cancels before the booked drop-off time, they receive a full refund and the Store receives no remuneration.

9.2. No-show. If the traveler does not drop off the luggage at any time during the booked period, the booking is automatically marked as NO_SHOW when the period ends. The Store's remuneration for NO_SHOW bookings:

• is only paid when SHEILI expressly activates this policy and notifies the Store;
• only if the Store was open and able to provide the service;
• after the claim period (currently 72 hours from the end of the period);
• and provided there is no open traveler claim for closure, lack of capacity, wrongful refusal, booking error, refund request or fraud.

While the policy is not activated, NO_SHOW bookings are not paid out.

9.3. The Store cannot unilaterally mark a booking as NO_SHOW: the status is assigned by the system when there is no drop-off at the end of the period.

10. Tax obligations

10.1. The Store is responsible for its tax obligations arising from the provision of storage, including VAT, under the invoicing model in the Specific terms.

10.2. SHEILI may be required to collect and report to the tax authorities information about Stores and their income under Directive (EU) 2021/514 (DAC7), transposed in Spain by Law 13/2023. The Store will provide the required data and SHEILI will inform it of what has been reported.

11. Insurance and liability

11.1. By accepting these terms, the Store declares that it has civil liability insurance appropriate to its activity, which it will maintain while the contract is in force. SHEILI does not take out insurance on behalf of the Store or the traveler and does not inform travelers of specific cover.

11.2. Each party is liable to the other for damage caused by breach of its obligations. SHEILI's total liability to the Store for this relationship is limited to the amount of commissions received from that Store in the 12 months before the event giving rise to it, except for wilful misconduct or gross negligence.

11.3. The Store will hold SHEILI harmless against claims by travelers or third parties arising from its breach of storage obligations or of the law.

12. Fraud, suspension and termination

12.1. Fraud. Fraud includes, among others:

• simulating drop-offs or pick-ups;
• recording false incidents;
• charging travelers outside the platform for bookings originated on SHEILI;
• manipulating reviews;
• using traveler data for other purposes.

12.2. Restriction or suspension. SHEILI may temporarily restrict or suspend the Store in the event of a serious breach, a risk to travelers or a reasonable indication of fraud. It will state the reasons at the time of the restriction or before it takes effect, under Art. 4.1 of the P2B Regulation.

12.3. Termination.

• Either party may terminate the contract with 30 days' notice (Art. 4.2 of the P2B Regulation).
• SHEILI may terminate it without notice in the cases of Art. 4.4 of the P2B Regulation: legal obligation, serious and repeated breach or proven fraud, stating its reasons.
• Bookings confirmed before termination must be honoured or relocated in agreement with SHEILI.

12.4. The Store may submit representations on any restriction, suspension or termination decision via hello@sheili.com. SHEILI will examine them and give a reasoned reply.

13. Ranking in results (Art. 5 of the P2B Regulation)

The main parameters that determine the Store's position in results are, in this order:

• whether it accepts the type of luggage searched for;
• its availability (open at the drop-off and pick-up times and with capacity);
• the distance from the searched location.

The traveler may instead rank results only by distance. Price does not change the order, it is not possible to pay to improve the position and promotions do not change it. Only active, operational Stores with complete rates are shown.

14. Data protection

14.1. To honour a booking, the Store accesses traveler data: name, booking code, number of bags, times and, where applicable, photos. Each party acts as an independent controller of the processing it carries out for its own purposes.

14.2. The Store will only use that data to provide storage for the specific booking:

• it will not copy it outside the dashboard;
• it will not use it for marketing communications;
• it will apply appropriate security measures and a duty of confidentiality to its staff.

14.3. The data of the Store and its dashboard users are processed under SHEILI's Privacy policy.

15. Brand, photos and Store content

15.1. The Store grants SHEILI a non-exclusive, free licence limited to the term of the contract to use its trade name, distinctive signs, photos and description to promote its offer on SHEILI and in SHEILI's marketing channels. When the contract ends, SHEILI will remove that content within a reasonable time.

15.2. The Store warrants that it holds the rights to the content it provides. Travelers' luggage photos are not Store content and may not be used for promotional purposes.

15.3. The Store may not use the SHEILI brand except in the materials provided by SHEILI (for example, the window sticker) and in accordance with its instructions.

15.4. QR materials. SHEILI makes available to the Store, in its dashboard, a permanent QR code and printable materials (window poster and counter card) linking to its SHEILI page. Their use is voluntary and is not a condition for activation. The Store will remove them when the relationship ends.

15.5. Additional Google Maps authorisation (optional). The Store may expressly authorise, at sign-up or from its dashboard, SHEILI to create and manage, in SHEILI's own name and under the SHEILI brand, a Google Business Profile listing for the SHEILI luggage storage service at the Store's address, with the storage hours and the booking link. This authorisation:

• (a) is voluntary, given separately and not a condition for sign-up or operation;
• (b) does not assign the Store's own brand, trade name or Google listing, which remain its own;
• (c) does not guarantee that Google will accept or keep the listing, which depends on its policies and verification (Google usually requires permanent signage and in-person service during the published hours);
• (d) requires the Store, while in force, to cooperate in any verification Google requires and to keep the SHEILI signage;
• (e) may be withdrawn at any time from the dashboard or by writing to hello@sheili.com; SHEILI will then request that the listing be closed;
• (f) ends when the relationship ends.

SHEILI records the accepted version, the date and the fingerprint of the text.

16. Preventing disintermediation

16.1. While the contract is in force, the Store will not charge the traveler outside SHEILI for a booking originated on SHEILI or induce them to cancel a booking in order to contract the same service directly.

16.2. This obligation does not prevent the Store from serving customers who come directly, offering its service in other channels or freely setting its prices there.

16.3. A proven breach entitles SHEILI to claim the commission that would have been due and, if repeated, to terminate the contract under clause 12.

17. Audit and retention of evidence

17.1. SHEILI may verify compliance with these terms through:

• review of custody records;
• reasonable visits to the premises, with prior notice and during business hours;
• test bookings.

17.2. Custody, audit and accounting records cannot be altered and are kept for the applicable legal periods.

18. Changes to the terms

SHEILI will notify changes at least 15 days in advance by email and in the dashboard (Art. 3.2 of the P2B Regulation). The Store may terminate the contract before the changes take effect. This period does not apply where a legal obligation prevents it or to address an unforeseen and imminent risk of fraud or security.

19. Law and jurisdiction

These terms are governed by Spanish law. For any dispute, the parties submit to the courts of Madrid, where SHEILI's registered office is located, without prejudice to any mediation they may agree.

Version history

Version	Date	Changes
1.0	23/10/2026	Version approved by the owner