TERMS AND CONDITIONS – LETTERBOX.ES
Last updated: 6 November 2026
1. GENERAL TERMS
1.1 These Terms and Conditions (“Terms”) govern the use of the Letterbox.es website, mobile applications (including the Letterbox.es Partner App), and virtual mailbox services provided by Letterbox.es (“we,” “us,” “our”).
1.2 By using our services, you (“Customer,” “you”) agree to be bound by these Terms.
1.3 We may update these Terms for changes to our services or applicable requirements. We will publish the revised terms and give reasonable advance notice of material changes where required by law. Changes will not retrospectively remove accrued rights.
1.4 Changes take effect on the date notified, subject to any consent and termination rights required by applicable law.
2. SERVICE DESCRIPTION
2.1 We provide virtual mailbox services allowing customers to receive postal mail at our designated addresses.
2.2 All services include notifications of new mail received via our proprietary mobile application.
2.3 We offer personal customer plans and business plans as detailed below.
2.4 Package handling is not included in standard mailbox services and is available as a separate billable feature via our website.
3. CUSTOMER PLANS
3.1 RECEIVE ONLY PLAN:
– We receive postal letters only at the provided address
– All mail is held until collected by customer
– Customer receives notifications of new mail via our app
– One-off opening and scanning of important documents available for additional fee
– Monthly recurring payment required
– Mail must be collected within a period of 6 months from date of receipts or we reserve the right to dispose of item or charge for additional storage depending on volume received.
– Subscribers may not use this service for the receipt of parcels which are a separate chargeable service offered. Should any parcels be received, these will be rejected with the carrier and we will accept no responsibility for their return or charges you may incur.
– This plan may not be used for business purposes or registered address purposes. This is only available on our Business Plan.
3.2 RECEIVE AND SCAN PLAN:
– We receive all postal mail for the customer
– Initial envelope scan provided for each item
– Customer can choose to: hold, scan, recycle, or shred each item
– Monthly recurring payment required
– Fair use policy applies as per our product information page, additional mail items received outside of this will be charge separately.
– Subscribers may not use this service for the receipt of parcels which are a separate chargeable service offered. Should any parcels be received, these will be rejected with the carrier and we will accept no responsibility for their return or charges you may incur.
– This plan may not be used for business purposes or registered address purposes. This is only available on our Business Plan.
3.3 RECEIVE AND FORWARD PLAN:
– We receive all postal mail for the customer
– Initial envelope scan provided for each item
– Customer can choose to: forward, scan, recycle, or shred each item
– Forwarded mail incurs additional postage charges per item
– Monthly recurring payment required
– Subscribers may not use this service for the receipt of parcels which are a separate chargeable service offered. Should any parcels be received, these will be rejected with the carrier and we will accept no responsibility for their return or charges you may incur.
– This plan may not be used for business purposes or registered address purposes. This is only available on our Business Plan.
4. BUSINESS PLANS
4.1 REGISTERED BUSINESS ADDRESS:
– Mail reception service for registered business address
– Scan, recycle, and shred options included as standard
– Forward option available for additional postage charges per item
– Notification service via our app
– Monthly recurring payment required
5. PAYMENT TERMS
5.1 All plans require monthly recurring payments in advance.
5.2 Payment must be made by the due date specified in your account.
5.3 Failure to make payment will result in:
– Restriction of access to mailbox services
– Reminder emails sent to registered email address
– Suspension of scanning, forwarding, and other premium services
5.4 If payment remains outstanding:
– Mail will be held for a maximum of 6 months from suspension date
– After 6 months, uncollected mail will be destroyed
– Any new mail received after account suspension will be returned to sender
5.5 Additional charges apply for:
– One-off document scanning (Receive Only plan)
– Mail forwarding and associated postage costs
– Package handling services
6. MAIL HANDLING AND NOTIFICATIONS
6.1 We will notify customers of new mail via our mobile application.
6.2 Customers are responsible for regularly checking notifications and managing their mail.
6.3 Mail processing times may vary but we aim to notify customers within 24 hours of receipt.
6.4 Scanned documents will be available through our secure app interface.
7. PROHIBITED MAIL ITEMS
The following items are strictly prohibited and will not be accepted:
7.1 Dangerous and Hazardous Materials:
– Explosives, fireworks, ammunition
– Flammable, toxic, corrosive, or radioactive substances
– Compressed gases and aerosols
– Chemicals and laboratory specimens
7.2 Illegal Items:
– Narcotics, drugs, or controlled substances
– Weapons, firearms, or dangerous instruments
– Stolen goods or items of questionable ownership
– Counterfeit goods or currency
7.3 Perishable Items:
– Food, beverages, or perishable goods
– Live animals, insects, or biological specimens
– Plants or organic materials
7.4 Valuable Items:
– Cash, negotiable instruments, or bearer bonds
– Precious metals, gems, or jewelry
– Items exceeding €1,000 in value
7.5 Restricted Items:
– Adult or pornographic materials
– Items that violate postal regulations
– Bulk commercial mail or advertising materials not addressed to the customer
– Items requiring special handling or storage conditions
7.6 Packages:
– Packages are not included in standard mailbox services
– Package handling is available as a separate billable service via our website
– Unauthorized packages will be returned to sender
8. CUSTOMER RESPONSIBILITIES
8.1 Customers must provide accurate personal information and maintain current contact details. You will also be required to complete identity verification in line with all applicable Spanish and European laws on Money Laundering and identity verification.
8.2 Customers must regularly monitor their app notifications and manage their mail.
8.3 Customers are responsible for informing senders of their virtual mailbox address.
8.4 Customers must comply with all applicable laws regarding mail forwarding and virtual addresses.
8.5 Business customers must provide valid business registration documentation.
9. DATA PROTECTION AND PRIVACY
9.1 We handle all mail and personal data in accordance with applicable data protection laws.
9.2 Scanned documents are stored securely and accessible only to the account holder.
9.3 We do not open or read mail contents except when specifically requested by the customer.
9.4 Our Privacy Policy at https://www.letterbox.es/privacy/ explains personal data handling and your rights. This includes processing needed to provide the service and disclosures permitted by applicable law. Acceptance of these Terms does not replace any consent required for optional data processing.
10. LIABILITY AND INSURANCE
10.1 We exercise reasonable care in handling mail but are not liable for:
– Loss or damage to mail due to postal service errors
– Delays in mail processing or notification
– Technical issues with our app or systems
– Mail returned to sender due to account suspension
10.2 Our liability is limited to the cost of the monthly service fee.
10.3 We are not responsible for consequential, indirect, or special damages.
11. MAIL RETENTION AND DESTRUCTION
11.1 Mail will be held according to the customer’s selected plan and instructions.
11.2 Uncollected mail from suspended accounts will be held for 6 months maximum.
11.3 After the retention period, mail will be securely destroyed.
11.4 Customers are responsible for collecting or managing their mail within reasonable timeframes.
12. ACCOUNT TERMINATION
12.1 Either party may terminate the service with 30 days’ written notice.
12.2 Upon termination:
– All held mail must be collected within 30 days
– Uncollected mail will be returned to sender where possible
– Account access will be permanently disabled
– No refunds will be provided for unused service periods
12.3 We reserve the right to terminate accounts immediately for:
– Violation of these Terms
– Non-payment after 60 days
– Use of service for illegal purposes
– Provision of false information
13. TECHNICAL REQUIREMENTS
13.1 Customers must have access to a compatible mobile device to use our app.
13.2 We are not responsible for technical issues with customer devices or internet connectivity.
13.3 App updates may be required to maintain service functionality.
14. FORCE MAJEURE
14.1 We are not liable for service delays or failures due to circumstances beyond our reasonable control, including natural disasters, postal service disruptions, or technical failures.
15. GOVERNING LAW
15.1 These Terms are governed by Spanish law.
15.2 Disputes may be brought before the courts competent under applicable law. Consumers retain any mandatory rights to bring proceedings in their country of residence, and any mandatory protections of that country.
16. CONTACT INFORMATION
For questions regarding these Terms or our services, please contact:
Letterbox.es
CC Cita, Av. de Francia, Playa del Ingles, 35100, Las Palmas de Gran Canaria
0034919934221
info@letterbox.es
17. MOBILE APPLICATIONS AND APP STORES
17.1 These service Terms are between you and Letterbox.es. Apple and Google do not provide our mailbox, scanning, forwarding, parcel, or partner services. Questions, complaints, and support requests should be directed to Letterbox.es at the address in section 16, info@letterbox.es, or 0034919934221.
17.2 For an application downloaded from Apple’s App Store, Apple’s Standard Licensed Application End User License Agreement governs the software licence unless a valid custom licence is separately presented for that application. It is available at https://www.apple.com/legal/internet-services/itunes/dev/stdeula/. These Terms govern our associated services and do not override that licence or Apple’s applicable usage rules.
17.3 For an application downloaded from Google Play, we grant you a limited, non-exclusive, non-transferable licence to use the application on compatible devices that you own or control for its intended purpose, subject to these Terms and applicable Google Play terms. You must comply with applicable third-party terms, including your mobile network agreement. Data and connectivity charges are your responsibility.
17.4 You must keep account credentials secure, use only accounts and mail records you are authorised to access, and report suspected unauthorised access promptly. Do not misuse the app, interfere with its security or operation, infringe others’ rights, or submit unlawful, abusive, or fraudulent content. Restrictions on copying, modification, or reverse engineering apply only to the extent permitted by law and applicable open-source licences.
17.5 Letterbox.es is responsible for support and maintenance of its applications and services. Apple and Google do not undertake to provide support for our services. Updates may be needed for compatibility or security. We will provide any updates and remedies required by applicable law. Device permissions and notification settings can be managed through your device settings; disabling a permission may affect the related feature.
18. PURCHASES, RENEWALS, AND CANCELLATION
18.1 Mailbox, mail handling, forwarding, and parcel charges are charges for the services described in your order. Downloading an app does not by itself purchase a service plan. The price, billing interval, renewal conditions, and any extra charges must be disclosed before purchase.
18.2 If a purchase or subscription is offered and processed through Apple’s App Store or Google Play, the store’s applicable billing, renewal, cancellation, and refund rules apply to that transaction. Manage store subscriptions through the account settings of the store used to purchase them. Any trial, introductory offer, renewal price, and cancellation deadline will be shown before confirmation. Our 30-day service notice provision does not override a store’s subscription cancellation process or mandatory rights.
18.3 For purchases billed directly by Letterbox.es, contact info@letterbox.es to cancel under the service terms. Removing the app does not cancel a paid subscription. Deleting an account and cancelling any separately billed store subscription are distinct actions; ensure any active subscription is cancelled through its billing provider.
19. ACCOUNT DELETION AND CONSUMER RIGHTS
19.1 You may request deletion of your account and associated personal data by contacting info@letterbox.es. We may verify your identity to protect your account. We will explain any records that must be retained for legal obligations or the establishment, exercise, or defence of legal claims, and handle requests in accordance with applicable data protection law. Service termination, outstanding mail instructions, and lawful outstanding charges are separate from your data protection rights.
19.2 Nothing in these Terms excludes or limits liability or remedies that cannot lawfully be excluded or limited, including mandatory consumer guarantees, statutory cancellation or withdrawal rights, and rights relating to defective services or digital products. These protections take precedence over any inconsistent limitation, no-refund provision, or notice period elsewhere in these Terms. Where a statutory withdrawal right applies, you may exercise it by an unequivocal statement to info@letterbox.es within the applicable period. Any exception for early performance applies only when its legal conditions have been met.
By using our virtual mailbox services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
I agree to the terms and conditions of service as outlined above.
Signed ________________________
Print Name ________________________
Date ________________________