Version 2.7 — 10 September 2026. These instructions form part of the carrier agreement and the client agreement. At the end of the page you can accept and sign them.

HotelsCasa is a transport exchange: it connects whoever has something to send (the client) with whoever transports it (the carrier) and charges the client a commission for using the platform.

HotelsCasa does not transport or store goods and is not liable for them. The transport contract is concluded between the client and the carrier.

In the transport relationship there are two parties: the client and the carrier. HotelsCasa is the platform that facilitates the publication of the order, the selection of the carrier, communications and the formalisation of the relationship between client and carrier, as well as the processing of payment through the payment provider in accordance with these instructions.

The persons named as contacts at the pick-up or delivery points are only operational contacts for the order. They are not parties to the transport contract nor HotelsCasa users merely by being listed as a contact. They do not need an account, app, code, QR or confirmation on HotelsCasa.

HotelsCasa communicates directly with the client and the carrier.

In eight steps

1. The client publishes the order. Free.
2. Carriers who can carry it out bid a price. The client compares, asks via chat and chooses.
3. The chosen carrier confirms within five minutes: "I'll take it".
4. The client pays the freight plus the commission, in full, at that moment. The contacts needed to carry out the transport are opened.
5. The carrier picks up the goods and marks "I have it now".
6. The carrier delivers and marks "Delivered".
7. The client has 24 hours to report an issue through HotelsCasa. If none is reported, the order closes automatically.
8. When the order closes, settlement of the amount due to the carrier begins. HotelsCasa keeps its commission in accordance with the payment made. The corresponding documents are issued.

1. Who takes part and what it costs

Carriers

Carriers are transport companies, self-employed workers and individuals who offer their services with the means suited to each order: lorry, van, car, motorbike, bicycle or other means permitted by the characteristics of the shipment.

Each carrier decides which orders to accept and at what price.

Signing up and being on the exchange is free. HotelsCasa does not charge the carrier a commission.

Clients

Clients may be companies or individuals.

Publishing an order is free. The client pays only when the chosen carrier has confirmed the order and payment is requested on the platform.

The commission

The HotelsCasa commission is paid by the client on the freight price and depends on the scope of the order:

• 10% within the city;
• 5% within the country;
• 2% for international orders.

The applicable percentage and the total amount are shown to the client before payment and do not change after the carrier's confirmation.

Any applicable indirect taxes are shown in the final amount before payment. In transactions subject to Spanish VAT, the corresponding tax treatment will apply.

Example

A restaurant in Valencia publishes the shipment of three boxes within the same city. The chosen bid is €30. The HotelsCasa commission is 10%: €3. The client pays €33 in total. Of that amount:

• €30 for the transport;
• €3 for the HotelsCasa commission.

HotelsCasa invoices the client for its commission in accordance with the applicable tax rules. The amount corresponding to the transport is settled to the carrier in accordance with the operation of the payment service and these instructions.

The exchange can be browsed without an account. To publish an order, bid or use the chat you must be registered.

2. Carrier sign-up and reliability traffic light

1. The carrier logs in with their HotelsCasa account and completes the sign-up: name, mobile phone, means of transport, area (city, country or international) and a short presentation. If it is a company, it states its company name, tax ID and address, which may be used in the corresponding documentation.
2. App and notifications: the carrier must have the notification system enabled by HotelsCasa to receive important notices, such as "you have been chosen", "PAID" or "new message". Without notifications enabled you cannot bid or be chosen: the hiring notice arrives only that way.
3. Voluntary checks. None is mandatory to bid: verifying identity (photograph of a document and selfie, through the verification procedure available on the platform), adding the payout account, uploading photos of the vehicle and documents relating to their activity. Documents subject to protection are not shown publicly.
4. The traffic light. Next to each bid, the client sees a traffic light with what HotelsCasa has checked about that carrier: green (identity verified, payout account added and vehicle photos), amber (only part) or grey (nothing checked). Tapping it opens the detail: identity, payout account, photos, documents and the history of deliveries, cancellations and no-shows. Bids are sorted by traffic light and, within each colour, by price; the client can sort them by price only. Who carries the load is decided by the client.
5. Payout account. It is not needed to bid, but it is to receive the money: the amount of a completed order waits until the carrier adds it, and then it is transferred to them.
6. The carrier accepts and signs these instructions and the corresponding agreement.

The sign-up process is automatic. In certain cases, HotelsCasa or its verification provider may request additional checks.

3. Publishing an order

The client chooses the scope: city, country or international. Then states:

• what is being sent: description, number of packages, approximate size and weight;
• pick-up location and delivery location;
• when it can be picked up;
• duration of the auction;
• name and phone of the contact at the pick-up point;
• name and phone of the contact at the delivery point;
• client's email address.

They can add photographs of the load. Companies can save templates for repetitive shipments.

The client's mobile number must be valid because it will be used for notices relating to the order.

The phone number of the delivery point is operational data intended for the carrier to carry out the delivery. HotelsCasa does not use that phone number as an ordinary channel of communication with the person receiving the goods.

Phone numbers, exact addresses and other sensitive operational data are not shown to carriers until the customer has successfully completed payment. Before payment, only the information necessary for the carrier to assess the job and submit an offer is shown.

Prohibited goods or goods for which the customer does not hold the necessary authorisation cannot be ordered, including dangerous goods, live animals, cash, weapons or illegal substances, and any other goods whose acceptance is prohibited by applicable law or by the rules of HotelsCasa.

Maximum value. The transport exchange accepts goods with a declared value of up to €3,000. Above that figure the job is not published: that transport requires specific insurance that the parties take out on their own account. The declared value is stated when publishing and is used as an operational detail of the job and for the application of the platform's rules. It does not constitute insurance or a guarantee of compensation on the part of HotelsCasa.

By publishing the job, the customer accepts these instructions and the corresponding contract. The acceptance is recorded together with the job.

Important about the person receiving the goods

The person receiving the goods may be someone other than the customer. That person:

• does not need a HotelsCasa account;
• does not need to install any application;
• does not need to receive a code;
• does not need to use a QR;
• does not need to confirm delivery on HotelsCasa;
• cannot approve or block payment;
• does not take part in the settlement to the carrier.

Coordination of the delivery is the responsibility of the customer and the carrier.

4. Offers and chat

Each carrier able to perform the job can see it in their transport exchange and send an offer with a price, a date available for pickup and, if they wish, a message. They can withdraw their offer as long as it has not been chosen.

The customer sees the offers and the carrier's available public information, such as: means of transport, rating, deliveries completed, photographs of the vehicle, price, applicable commission and the total they would pay.

The customer can use the job chat with the carriers who have made an offer to ask, for example, whether the goods fit in the vehicle, whether they can pick them up at a certain time or how they plan to protect them. The chat only works within the corresponding job.

Phone numbers and exact addresses must not be shared through the chat before payment in order to avoid the HotelsCasa commission.

5. Choice and the five minutes

When the customer chooses an offer, the carrier receives a notice and has five minutes to confirm: "I'll take it".

Chosen does not yet mean contracted. Until the carrier confirms:

• payment is not requested;
• the job is not yet definitively assigned.

If the carrier does not confirm within the period, the selection expires and the job becomes available again so that the customer can choose another offer.

Example

Marta chooses the carrier at 18:02. The carrier presses "I'll take it" at 18:04. Marta sees: "Confirmed: pay to start the service". If they had not replied before 18:07, the selection would have expired.

6. Payment

Once the carrier is confirmed, the customer must pay the carriage price plus the HotelsCasa commission, in a single payment through the payment provider integrated into the platform. The customer does not make a second payment to the carrier for the same service.

The amount corresponding to the transport remains pending settlement to the carrier until the job is closed in accordance with these instructions.

HotelsCasa does not provide banking or payment services on its own account. Payment processing and, where applicable, the transfer to the carrier are carried out through the payment provider used by the platform and in accordance with its operation.

The customer has a period to make the payment, normally three hours, which is shown on screen. If they do not pay within the period:

• the job is cancelled;
• the carrier is free to accept other jobs.

If the card is declined, the customer can try again within the available period. The carrier must not start the pickup until the platform indicates that payment has been made successfully.

When payment goes through successfully

The carrier receives a "PAID" notice. At that moment the data necessary to carry out the transport is unlocked for them, including, where applicable: pickup address, delivery address, contact phone numbers and job notes.

The customer can view the selected carrier's full available data. The customer and the carrier can communicate directly to organise the pickup and the delivery.

HotelsCasa does not need to communicate with the person receiving the goods.

7. Pickup

The carrier goes to the pickup location at the agreed time. When they physically have the goods, they mark "I have it now" in their cabinet. The customer receives a notice.

From that moment there is no ordinary cancellation of the job. Any subsequent issue is handled through the problems and disagreements procedure.

On long carriage journeys, HotelsCasa may ask the carrier for additional information about the pickup date. When regulations or the characteristics of the job require it, a consignment note or other transport documentation may be necessary.

8. Delivery, claim period and settlement

The carrier makes the delivery in accordance with what has been agreed with the customer. They may use the means of proof agreed by the parties, for example: signature, photograph, receipt, message or any other suitable means.

HotelsCasa does not require a code, QR or confirmation from the recipient.

Once the delivery has been made, the carrier presses "Delivered" in their cabinet. The customer receives a notice by SMS, email or the channel available in their account.

From that moment a 24-hour period begins to report an issue through HotelsCasa.

If the customer does not report any issue

After 24 hours with no issue recorded:

1. the job closes automatically;
2. HotelsCasa's ordinary disagreement mechanism ceases to apply;
3. settlement of the amount corresponding to the carrier begins;
4. HotelsCasa keeps its commission;
5. the corresponding documents are generated.

The customer does not have to press any confirmation button. Silence during this period allows the job to be closed within the HotelsCasa system. Any claims that may subsequently apply under applicable law will be directed between the customer and the carrier.

If the customer reports an issue

The job moves to the disagreement status. The amount pending settlement to the carrier is subject to the rules and mechanisms of the payment provider. The parties may provide information and evidence through the means enabled by HotelsCasa.

HotelsCasa handles the disagreement for the purposes of settling the payment made through the platform, in accordance with the published rules and the information available. HotelsCasa does not determine the general civil liability arising from the transport contract nor does it replace the rights that may correspond to the parties under applicable law.

The decision on the settlement of the amount may be: in favour of the carrier, in favour of the customer, split between the parties or with no refund. The decision is communicated to the parties and recorded in the order.

9. When something goes wrong: problems and disagreements

A disagreement can be opened through “Report a problem”. The customer does so from their shipment page. The carrier can report an issue from their cabinet. When a disagreement is opened:

• the order does not close automatically;
• the amount pending settlement to the carrier is subject to the rules and mechanisms of the payment provider;
• the parties may provide explanations and evidence;
• HotelsCasa handles the settlement of the amount in accordance with the published rules.

Disagreement deadlines

From the moment it is opened, each party has 48 hours to give their version through the order chat, with photos if they have them: when reporting a problem up to six can be attached, and in the chat one photo can be sent with each message. If one of the parties does not provide information within that period, HotelsCasa may resolve the disagreement with the information available. Once the arguments are closed, HotelsCasa will endeavour to resolve it within a maximum of 5 working days, unless there are circumstances requiring additional information or actions.

Evidence that counts. Photos of the goods at collection and at delivery, the time and place of delivery, the signature or message of the person who received it, and what was said in the order chat. Anything that happens outside HotelsCasa (calls, messages on other applications) cannot be verified by the house.

The carrier does not show up to collect

The customer reports: “The carrier did not show up”. HotelsCasa may resolve the refund to the customer and request the reimbursement through the payment provider, in accordance with the applicable policy. The carrier's behaviour may be recorded and affect their rating or their access to the platform in accordance with HotelsCasa's rules. The customer may republish the order.

The carrier collected and does not deliver

The customer reports: “It has not arrived”. The carrier provides their version. If there is no accredited delivery and the information available does not justify payment to the carrier, HotelsCasa may resolve the settlement in favour of the customer. Claims relating to additional damages, transport liabilities or amounts exceeding the sum managed by HotelsCasa correspond to the parties to the transport contract.

Marked “Delivered”, but the customer says it has not arrived

The customer may report it within 24 hours. HotelsCasa may assess, among other elements: place of delivery, time, communications, photographs, receipts and explanations from the parties. The settlement may be resolved in favour of the customer, in favour of the carrier or by splitting, according to the applicable rules and the information available.

It has arrived damaged or something is missing

The customer reports the issue and, where possible, provides photographs or other evidence. HotelsCasa may resolve the settlement of the amount managed by the platform, including a split between customer and carrier where appropriate. Damages exceeding the amount managed by HotelsCasa shall be claimed between the parties in accordance with the transport contract and applicable law.

They have delivered something else or somewhere else

The customer reports the issue. The parties provide their versions and evidence. HotelsCasa handles the settlement of the amount corresponding to the transport in accordance with the applicable rules.

At the delivery address nobody opens or they do not accept the load

The carrier tries to contact the customer using the available data. The parties may agree another time or instructions for the goods. If there is no agreement, the carrier reports the issue. HotelsCasa may decide what part of the transport amount is settled to the carrier based on the work carried out and the circumstances available.

The customer says nothing for 24 hours

The order closes automatically and settlement to the carrier begins. Automatic closure refers to the payment management mechanism within HotelsCasa and is not intended to remove rights that may correspond to the parties under applicable law.

The carrier asks for more money

The accepted price does not change automatically. If there are more packages than announced, more kilometres or waiting times, the carrier proposes from their cabinet a new freight charge with its reason; the customer sees it on their shipment page and accepts it by paying the difference (freight charge plus commission) or rejects it. Until the customer pays the difference, the agreed price remains in force; if they reject it or do not answer within 24 hours, the proposal expires. The carrier cannot demand an additional cash payment from the customer at the time of delivery. Requesting an additional amount outside this mechanism may constitute a breach of contract and give rise to measures on the account.

10. Invoices and receipts

The corresponding tax documents shall be issued in accordance with the nature of each transaction, the tax status of the parties and the applicable regulations. Where applicable:

• the customer will receive the document corresponding to the transport service provided by the carrier;
• the customer will receive the HotelsCasa document corresponding to the platform commission.

Where there is an invoicing mandate, HotelsCasa may materially generate certain documents in the name and on behalf of the carrier, using the numbering and data that correspond. The carrier shall remain responsible for their tax and invoicing obligations in relation to their services.

Business customer

They may receive in their cabinet and by email the documents corresponding to the transport and to the HotelsCasa commission. HotelsCasa may provide a joint file to facilitate their administrative management.

Private customer

They will receive the documents corresponding to the transaction according to the tax status of the carrier and of HotelsCasa. If they need a full invoice with their tax details, they may request it in accordance with the corresponding procedure.

HotelsCasa commission

The HotelsCasa commission is borne by the customer. The carrier does not pay a commission to HotelsCasa.

11. Cancellations and refunds

Before paying

The customer can cancel the order from their page. No charge is made.

Paid and before collection

The customer requests the cancellation from their shipment page. HotelsCasa automatically applies the corresponding cancellation policy and notifies the carrier. The policy is as follows:

• If the cancellation is requested with more than 2 hours of margin over the agreed collection time, everything is refunded to the customer: freight charge and commission.
• If requested with less than 2 hours notice, or after the agreed time, the carrier receives compensation of 20% of the freight charge for the trip; the customer gets the rest back. The screen warns about this before cancelling.

The amount due to the customer is refunded to the same payment method, where technically possible.

The carrier withdraws before pickup

If the carrier confirms the order and later withdraws before pickup: everything paid is refunded to the customer; the order returns to the transport exchange with the offers it already had and remains open to new offers for 24 hours, and the customer chooses another carrier without having to write anything again; the withdrawal is recorded in the carrier's history. An unjustified withdrawal may affect the carrier's rating or future access.

The carrier does not show up

The customer can report the issue. If the breach is confirmed in accordance with the applicable rules, the corresponding amount may be refunded to the customer.

After pickup

There is no ordinary cancellation. If a problem arises, the issue or dispute procedure is used.

After delivery

Once the 24-hour period has passed without an issue, the order is closed and settlement to the carrier begins. Refunds are processed through the payment provider and to the same payment method used by the customer where possible. The actual crediting times depend on the financial institution and the payment provider.

12. Liability

The transport contract is entered into between the customer and the carrier. HotelsCasa:

• does not transport;
• does not store goods;
• does not act as a carrier;
• does not guarantee the integrity of the goods;
• is not liable for losses, damage, delays or non-deliveries that fall under the transport contract.

The safekeeping of the goods, their transport and the obligations arising from the provision of the service correspond to the customer and the carrier in accordance with the transport contract and applicable legislation.

HotelsCasa provides services related to the platform, including: publication of orders; receipt and comparison of offers; chat; communications; payment processing through the relevant provider; management of the settlement of the amount; transfer of the amount corresponding to the carrier; management of payment-related issues; relevant documents; technical operation of the platform.

HotelsCasa does not guarantee that all carriers, customers or orders will always comply with their obligations. The platform records the activity carried out on it to facilitate the management of orders and issues.

Bank claims (chargebacks). If the customer claims a payment already made to their bank, HotelsCasa responds with what is recorded in the order (delivery marked, chat, photos, dispute decision if there was one). If the bank rules in favour of the customer in an order whose freight charge has already been transferred to the carrier, that amount may constitute an outstanding balance owed by the carrier to HotelsCasa and may be offset against future settlements, under the terms set out in the carrier's contract. Claiming a payment to the bank for a delivered order with no reported issue is a breach by the customer and results in removal.

13. What is not allowed

• using false data in registration, an order or an offer;
• publishing prohibited goods;
• using the chat for advertising, spam, insults or activities unrelated to the order;
• sharing phone numbers or addresses via the chat before payment in order to avoid the commission;
• closing an order obtained through the platform outside HotelsCasa in order to avoid the commission;
• requesting or making additional payments outside the established procedure;
• using HotelsCasa to carry out activities contrary to the law.

Non-compliance may result in cancellation of the order, loss of access to the account or removal from the platform in accordance with the applicable contract.

14. Data and tax obligations

Personal data is processed in accordance with the privacy policy of HotelsCasa. The data of the pickup and delivery addresses is used to enable the performance of the order and is shown to the carrier when necessary to provide the service. HotelsCasa will apply the data protection and retention measures provided for in its privacy policy and applicable regulations.

Where legislation obliges HotelsCasa to report information on carriers' income to the tax authorities, the platform will make the corresponding communications, including the information required by the applicable European regulations on digital platforms. Each carrier is responsible for their own tax obligations. HotelsCasa does not withhold taxes from the carrier unless a specific legal obligation provides otherwise.

15. Help

For questions about a specific order, the customer and the carrier can first use the chat of the order itself. For questions about how HotelsCasa works: [email protected].

Automatic notices are sent through the channels available to each user and depending on the type of event. These may include notices of: chosen offer, confirmation, payment, pickup, delivery, closure, new message, issue, resolution, refund and settlement to the carrier.

The person receiving the goods does not need to contact HotelsCasa to confirm delivery.

Frequently asked questions

Who does HotelsCasa communicate with?

With the customer and the carrier, who are the two parties to the transport relationship. People listed as operational pickup or delivery contacts do not thereby become users or parties to the contract with HotelsCasa.

Does the person receiving the goods need an account?

No. They do not need an account, app, code, QR, password or confirmation on HotelsCasa. The carrier coordinates delivery directly with the customer and with the contact indicated for the delivery point.

When does the customer pay?

When the selected carrier confirms the order. The customer pays the freight price plus the HotelsCasa commission at that moment.

When does the carrier get paid?

The carrier receives the amount corresponding to their service after they have marked the order as "Delivered", 24 hours have passed without an issue reported by the customer, the order has been closed and settlement to the carrier has been correctly initiated.

What happens if the customer does not confirm delivery?

Nothing happens. The customer does not have to confirm delivery. If the carrier marks "Delivered" and the customer does not report any issue for 24 hours, the order closes automatically.

What happens if the recipient does not respond?

The recipient does not participate in the HotelsCasa system. The carrier attempts to make the delivery using the data provided by the customer. If there is a problem with the delivery, the carrier can report an issue from their cabinet.

Is there a code or QR to receive the goods?

No. HotelsCasa does not use a mandatory code or QR to confirm delivery.

What happens if the customer says they have not received the goods?

If 24 hours have not yet passed since «Delivered», you can report an issue. The amount pending settlement to the carrier remains subject to the rules and mechanisms of the payment provider while the disagreement is being handled.

What happens if it arrives broken?

The customer reports the issue within the available period and provides photographs or other evidence where possible. HotelsCasa handles the settlement of the transport amount in accordance with the applicable rules. Damage exceeding that amount will be claimed between customer and carrier in accordance with the transport contract and applicable legislation.

Can the customer cancel?

Yes. Before paying, you can cancel freely. After payment and before pickup, you are refunded in full if more than 2 hours remain until the agreed pickup; with less margin, everything except a 20% compensation of the freight for the carrier. After pickup there is no ordinary cancellation: any problem is handled through an issue report.

How much does the exchange cost?

Posting jobs and signing up as a carrier is free. The customer pays a commission on the freight price: 10% city, 5% country, 2% international. The exact amount, including any applicable taxes, is shown before payment. The carrier does not pay a commission to HotelsCasa.

What does the customer receive as proof?

You receive the documents corresponding to the transport service and to the HotelsCasa commission, in accordance with the tax status of the parties and applicable regulations. Where the corresponding invoicing mandate exists, HotelsCasa may materially generate the carrier's documentation in its name and on its behalf.

Fundamental principle of HotelsCasa

HotelsCasa connects the customer and the carrier, facilitates payment through the payment provider and applies the platform rules to settlement.

The customer and the carrier are the two parties to the transport relationship.

The person who receives the goods does not have to participate in HotelsCasa.

There is no code, QR or recipient confirmation.

The customer pays when the carrier confirms.

The carrier receives its amount after delivery and the 24-hour period without any issue.

HotelsCasa charges its commission to the customer.

Liability for the transport and the goods corresponds to the customer and the carrier in accordance with their contract and applicable legislation.