General Information

Commercial name: MDE
Legal entity: MDE HUB SL
CIF (Spanish tax ID): B27582428
Registered address: Calle de la Borrasca, 19, 46014 València, Spain
Phone: +34 604 86 85 33
Office hours: 10:00 a.m. to 6:00 p.m. (Monday to Friday, CET)
Email: [email protected]

Last updated: 15/10/2026

1. Identification of the Provider

These Terms and Conditions govern access to and use of the services offered by MDE HUB SL (hereinafter, the "Company"), a company incorporated under the laws of Spain.

By registering for, accessing or using the Platform or any of the services offered, the User declares that they have read, understood and fully accepted these Terms and Conditions.

2. Nature of the Services

The Company operates a digital platform that allows Users to access an international logistics network and to manage services such as:

  • Receipt of goods at third-party facilities.

  • Management of and intermediation in international transport.

  • Coordination with external carriers and logistics operators.

  • Additional services such as consolidation, shipment preparation, "Buy for me" and optional insurance.

The Company is not a carrier, postal operator, customs broker or physical warehouse.
The Company acts exclusively as a digital logistics intermediary and coordinator between the User and independent providers.

The actual performance of transport, storage or additional services is the sole responsibility of the external providers engaged.

3. Registration and User Account

In order to use the Services, the User must:

  • Create an account providing truthful, complete and up-to-date information.

  • Keep their credentials confidential.

  • Be of legal age under the applicable legislation.

The User is responsible for all activity carried out under their account.

The Company may suspend or cancel accounts in the event of fraud, misuse, breach or legal requirement.

4. Membership

Access to certain features and logistics addresses requires a membership.

The membership may include:

  • Access to international addresses.

  • Use of the digital logistics management infrastructure.

  • Free storage periods.

  • Access to preferential logistics conditions.

  • Advanced features within the Platform.

The membership constitutes a right of access to the logistics network and to the digital Platform, and does not constitute a transport contract or a guarantee that specific services will be provided.

Renewal may be automatic where the User accepted this at the time of purchase.

4.1 Trial Period and Refund Guarantee

New Users may benefit from a trial period of fourteen (14) calendar days from the initial activation of the membership.

During that period, the User may request a refund of 100% of the amount paid for the subscription, provided that:

  • The cancellation takes place before the end of the trial period.

  • The refund request is expressly submitted to the operations department through the official channels.

The following are not refundable:

  • Shipments already handled.

  • Additional services already provided.

  • Costs arising from storage, handling or other services already performed.

Once the trial period has elapsed without an express request, the membership is non-refundable.

The Company may reject requests in the event of abuse or fraudulent use.

5. Wallet (Virtual Balance)

The Platform may allow the User to top up a virtual balance ("Wallet").

  • Top-ups constitute advances of funds.

  • They do not bear interest.

  • They may only be used within the Platform.

  • They may not be used to pay for memberships.

  • The balance may be refunded to the original payment method subject to a 5% retention.

Topping up the Wallet does not in itself constitute the purchase of a specific service.

The Wallet balance may become negative as a result of the post-shipment charges set out in clause 7 bis, under the terms of clause 7 ter.

6. Shipping and Logistics Management Services

When the User requests a shipment:

  • The Company coordinates the provision of the service with external carriers.

  • It may act in its own name or as an intermediary on behalf of the User.

  • The actual performance of the transport is the sole responsibility of the carrier.

The Company does not guarantee:

  • Specific transit times.

  • Customs processes or decisions.

  • The absence of delays due to logistical, regulatory or force majeure causes.

7. Dynamic Pricing and Quotes

Transport and logistics service rates are dynamic and are determined in real time on the basis of:

  • Carrier rates.

  • Operating surcharges.

  • International regulations.

  • Availability.

  • Weight, dimensions and destination.

The applicable price is the one displayed and accepted by the User at the time the service is confirmed.

If, after confirmation, unforeseeable extraordinary surcharges or manifest technical errors arise, the Company may:

  • Request acceptance of the new amount before proceeding, or

  • Cancel the service and refund the corresponding balance.

Costs that become known after shipment or delivery are governed by clauses 7 bis and 7 ter.

7 bis. Post-shipment charges

Some costs only become known after the shipment leaves the warehouse or reaches its destination. By using the Services, the User acknowledges and accepts that the Company will pass on to them, at their actual amount and without any margin, the costs invoiced by third parties in connection with their shipments, including:

  • Import duties, tariffs, VAT and other import taxes.

  • Customs fees, including the €3 per-item customs duty and the European Union handling fee.

  • Customs clearance costs and the handling of customs incidents.

  • Carrier surcharges: address correction, remote areas, fuel, weight or volume differences measured by the carrier, return to sender, storage or penalties.

These charges may arise after the shipment has been delivered. With each charge, the Company will send the User the breakdown and the corresponding supporting document (customs declaration, carrier invoice or other proof).

Amounts invoiced in a currency other than the euro will be passed on at their equivalent value in euros actually paid by the Company. For handling each post-shipment charge, the Company will apply a handling fee of 5% of the amount passed on, with a minimum of €4.90 (VAT included), regardless of the payment method used. This fee applies to services contracted from 15/10/2026.

7 ter. How post-shipment charges are collected

The amounts set out in clause 7 bis will be collected when they are invoiced to the Company, in the following order:

  • From the User's Wallet balance.

  • If the balance is not sufficient, from the card saved by the User on the Platform, which the User authorises to be used for these charges without further confirmation.

  • If there is no saved card or the charge cannot be made, the amount will be recorded as a negative Wallet balance and the User will have seven (7) calendar days from notification to pay it.

While there is a negative balance, the account will be blocked: the Company will not process new shipments or services and may keep the User's packages in storage until the debt is paid in full.

The User may dispute any charge within thirty (30) days of it being made. If an error is confirmed, the Company will refund the amount to the payment method or to the Wallet. This is without prejudice to the rights the User has against their bank under payment services regulations.

8. User Responsibility

The User is responsible for:

  • Correctly declaring the contents, value and characteristics of the goods.

  • Complying with customs regulations.

  • Not shipping prohibited items.

  • Providing the required documentation.

The Company may refuse or cancel services in the event of a breach.

9. Prohibited Items

It is prohibited to ship goods that:

  • Are illegal at origin, in transit or at destination.

  • Are dangerous without specific authorisation.

  • Require permits not obtained by the User.

The Company may inspect, withhold or report suspicious shipments.

10. Storage and Abandoned Goods

Storage services are carried out at third-party facilities.

Goods are deemed abandoned when:

  • Sixty (60) calendar days have elapsed since their receipt without any shipment or collection being arranged.

  • The User has cancelled their membership and has not collected the goods.

  • The User does not respond to reasonable communications.

In such cases, the Company may:

  • Declare the goods abandoned.

  • Dispose of them freely.

  • Sell, destroy or transfer them.

  • Apply their value towards outstanding costs.

The User waives any future claim in respect of goods abandoned under this clause.

11. Insurance

Where the User purchases optional insurance:

  • Cover is subject to the conditions of the insurance provider.

  • The Company acts solely as an intermediary.

  • The User must comply with the documentary requirements requested.

12. Limitation of Liability

The Company shall not be liable for:

  • Acts or omissions of carriers.

  • Customs decisions.

  • Logistical delays.

  • Force majeure.

  • Indirect damages or loss of profit.

The Company's maximum liability is limited to the amount actually paid for the specific service affected.

13. Taxes and Customs

Indirect taxes may apply depending on the jurisdiction of the User or of the service.

Import duties, tariffs, taxes and customs fees are the sole responsibility of the User or the recipient. When the Company or the carrier pays them in advance, they will be passed on to the User in accordance with clauses 7 bis and 7 ter. For shipments to destinations outside the European Union, these amounts are normally collected from the recipient by the local carrier on delivery; the Company will only pass them on if it has paid them in advance.

14. Electronic Communications

The User authorises the sending of communications relating to:

  • Account operations.

  • Shipment confirmations.

  • Incidents.

  • Security.

  • Changes to the Services.

15. Commercial Communications

The User authorises the sending of newsletters, promotions and commercial communications.

The User may unsubscribe through the unsubscribe link included in each email.

Unsubscribing from commercial communications does not affect necessary operational communications.

16. Identity Verification

The Company may require identity verification in order to prevent fraud.

The User authorises the Company to:

  • Request identification documents.

  • Keep a digital copy of them.

  • Carry out manual or automated verification.

  • Use technological validation tools.

Refusal may result in suspension of the account.

17. Intellectual Property

The Platform and its technology are the exclusive property of the Company or its licensors.

18. Suspension and Termination

The Company may suspend or cancel accounts for breach, fraud or legal requirement.

19. Governing Law and Jurisdiction

These Terms shall be governed by the laws of the State in which the Company is incorporated.

Any dispute shall be settled before the competent courts of that jurisdiction, unless mandatory legal provisions state otherwise.

20. Amendments

The Company may amend these Terms at any time.

Amendments shall take effect upon their publication on the Platform.

21. Acceptance

Continued use of the Platform implies full acceptance of these Terms.