Wallapop Terms and Conditions of Use

Last updated: 6 November 2026

Thank you for using Wallapop. You are currently viewing a very important section: our Terms and Conditions of Use which, together with the specific terms and conditions (Specific Terms and Conditions for Wallapop’s Delivery Service and Specific Terms and Conditions regarding the Wallet), the Privacy Policy, the Cookies Policy, the Legal Notice, the Community Guidelines and applicable legislation, govern our relationship. We don’t expect you to find this entertaining, but we do hope you’ll find it at least clear, useful, practical and comprehensive. At Wallapop, we strive to ensure that our community understands—despite the increasingly complex nature of the law—the legal terms that set out the rules governing our relationship.

These Terms and Conditions of Use (hereinafter, the “Terms and Conditions”) set out the conditions under which access is provided to Wallapop’s websites, services and applications (hereinafter, the “Service”).

Use of the Service confers the status of user of the Service (hereinafter, the “User”) upon the person using it and implies full acceptance of these Terms and Conditions. If you do not agree with all or part of these Terms and Conditions, you must refrain from installing and/or using the Service.

By accepting these Terms and Conditions, you declare that:

That you have read, understood and are fully aware of the contents set out herein.
That you accept all the obligations and are aware of your rights as set out herein and as established by the applicable legislation.
That you are of legal age and have sufficient legal capacity to use the Service.

Acceptance of these Terms and Conditions is a prerequisite and essential step for using the Service. Wallapop reserves the right to update and/or amend the Terms and Conditions at any time and for any reason (for example, legal, technical or service-related) at its sole discretion. Wallapop will notify you of any material changes to the Terms and Conditions or to the Service. By accessing or using the Services after Wallapop has notified you of a modification or update, you agree to be bound by the amended Terms and Conditions. If the amended Terms and Conditions are not acceptable to you, you must cease using the Services.

1. Definitions

“Virtual Assistant”: refers to the automated messaging service, powered by artificial intelligence, which provides assistance in resolving enquiries and searching for information regarding the operation of the Platform, and related products and services.
“Catalogue”: refers to the electronic catalogue of Products that Sellers have listed for sale via the Platform. The Catalogue has different sections for each Product category.
“Buyer”: refers to any User who purchases one or more Products on the Platform.
“Service Content”: refers to the works, protected features and any content or elements subject to intellectual or industrial property rights that form part of the Platform or are used for its operation, with the exception of User Content. This includes, amongst others, texts, photographs, graphics, images, icons, technology, software, databases, audiovisual or audio content, as well as the graphic design and source codes used on the Platform. This list is provided by way of example and is not exhaustive.
“User Content”: refers to any content (including, amongst others, videos, photographs and descriptions) that the User uploads, publishes, submits or provides whilst using the Service.
“Guarantee Label”: The green guarantee label included in a Product listing implies that the Seller of that Product (i) has been previously validated by Wallapop; (ii) is a Professional User; (iii) offers products in accordance with the warranty period legally applicable depending on the type of product and the territory in which the Consumer User is located; and (iv) offers products in accordance with the withdrawal period of at least 14 calendar days, legally applicable depending on the type of product and the territory in which the Consumer User is located;.
“Batch”: refers to the simultaneous purchase, in a single package, of several Products from the same Seller.
“Wallet”: refers to the service offered to Users which allows them to receive, store, withdraw and use funds electronically within the Platform, and which is managed by Mangopay, S.A. as a payment service provider.
“Consumer Legislation” or “TRLGDCU”: refers to Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users and other supplementary laws.
“Platform”: refers to the Wallapop website, the apps and any other means of accessing the Wallapop platform. It includes the Services and all content, tools, features and functionalities offered on or through the platform.
“Products”: refers to the products/items that Users list in the Catalogue for sale.
“Refurbished Products”: refers to those Products bearing a “Guarantee” label which are second-hand and have been inspected, cleaned and, where necessary, repaired, with certain components of the product replaced or upgraded by a Professional Seller or a specialist third party, so that they can be put back on sale in optimal conditions of performance, quality and safety. These Products are identified on the Platform under the heading “Guarantee”, which you will be able to spot by a green badge on the Product photograph.
“Service” or “Services”: refers to access to and/or use of the Platform’s services.
“Subscription Service”: a service comprising a range of specific benefits that vary depending on the subscription chosen. You can find out more about the types of subscriptions here.
“Visibility Service”: a service designed to increase the visibility of adverts posted by the User on Wallapop. You can find out more here.
“Linked Sites”: other websites and internet portals accessible via links, directories and search engines.
“Terms and Conditions”: refers to the Terms and Conditions of Use included in this text and available via the following link here.
“User” or “Users”: refers to any person who has created an account on the Platform. They may be classified as a Consumer User or a Professional User.
“Consumer User”: a Wallapop User acting for purposes unrelated to their commercial, business, trade or professional activity, including legal persons and unincorporated entities acting on a not-for-profit basis in a context unrelated to any commercial or business activity.
“Professional User”: any natural person acting within the scope of a commercial or professional activity, or any legal person (for example, a company, foundation or association) offering goods or services to Consumer Users via our platform for purposes related to their trade, business, trade or profession, and who have identified themselves on Wallapop as users operating on the platform as professionals. These users are identified on the platform under the heading “Business Account”, which you can find on their Wallapop profile.
“PRO User”: refers to any User who subscribes to the Wallapop PRO service, whether as a natural person or a legal entity, and whether as a Consumer User or a Professional User. They will be identified on the Platform by a distinctive badge.
“Seller”: refers to any User, whether a Consumer or a Professional, who sells one or more Products on the Platform.
“Professional Seller”: refers to a Professional User on Wallapop who sells Products on the Platform.

2. Introduction

2.1.- Service Provider

The owner and operator of the Service is Wallapop, S.L.U. (hereinafter “Wallapop”), with registered office at Avenida Meridiana 89, 6th floor, Postcode 08026, Barcelona (Spain), with Tax Identification Number (N.I.F.) B-66049057, incorporated on 23 May 2013 before the Notary Mr Rafael de Córdoba Benedito and registered in the Barcelona Commercial Register, Volume 46767, Folio 149, Page B-438613, 1st Entry.

2.2.- The Service

Wallapop is an online platform that allows its Users to post advertisements, access these advertisements and their content, and to buy and sell items.

Wallapop merely provides the community with a space in which to interact; under no circumstances does Wallapop sell or purchase the goods, nor does it provide the services advertised in the Catalogue.

As such, Wallapop essentially consists of an advert-posting service that connects advertisers and interested parties so that, where applicable, they may, as far as possible, carry out transactions relating to the goods and services offered on Wallapop. Wallapop currently operates only in Spain, Italy and Portugal.

2.3. – Registration requirement

In order to use the Service, the User must first register and accept these Terms and Conditions, the specific terms referred to herein, and the Privacy Policy. You must also decide whether or not to accept the use of non-essential cookies.

The details you provide must be accurate, up to date and truthful.

Users are hereby informed that Wallapop accounts are personal, unique and non-transferable.

In exceptional circumstances, and solely in the context of duly documented commercial or business activities, a User may transfer their Wallapop account and change the ownership associated with it. This transfer may be verified by Wallapop, which reserves the right to request documentation and/or information from the User to substantiate the commercial nature of the account and the legitimacy of the transfer. Wallapop reserves the right to apply corrective measures should the User fail to provide adequate justification for this exception.

As a registered User, you are responsible at all times for safeguarding your password, and you therefore accept liability for any damages that may arise from its misuse, as well as from its transfer, disclosure or loss; you must inform Wallapop immediately if you have reason to believe that your password has been used without authorisation or is at risk of being used in this way. In any event, Wallapop is not responsible for the safekeeping and use of its Users’ accounts.

3. Rules for using the Service

3.1. General rules

3.1.1.- The User undertakes to use the Service in accordance with the provisions of:

the law, public morality and public order,
these Terms and Conditions (including all specific conditions and rules mentioned and linked to them), and,
the Community Guidelines (including all Policies referred to and linked to these).

Furthermore, the User undertakes to make proper use of the Service and not to use it to carry out any unlawful activity or activity constituting a criminal offence, which infringes the rights of third parties or breaches any provision of the legal system.

3.1.2.- Furthermore, when using the Service, by way of example and in no way limited or exclusive to the following, the User or visitor to the Platform undertakes to:

Not to post or disseminate content or propaganda of a racist, xenophobic or pornographic nature, or content that glorifies terrorism or armed conflict, incites hatred, or infringes human rights.
Not to disseminate, transmit or make available to third parties any type of information, material or content that infringes fundamental rights and public freedoms recognised by the Constitution and in international treaties.
Not to disseminate, transmit or make available to third parties any information, material or content constituting unlawful or unfair advertising.
Do not transmit unsolicited or unauthorised advertising, promotional material, ‘spam’, ‘chain letters’, ‘pyramid schemes’ or any other form of solicitation, except in those areas (such as commercial spaces) that have been exclusively designed for that purpose.
You must not introduce or disseminate any false, misleading, ambiguous or inaccurate information or content in a manner that misleads or is likely to mislead the recipients of the information.
Do not impersonate other Users of the Service or disclose your account login details or password to a third party without Wallapop’s consent.
Do not copy, disseminate, transmit or make available to third parties any type of information, element or content without the authorisation of the holders of the intellectual and industrial property rights that may apply to such information, element or content.
Do not copy, disseminate, transmit or make available to third parties any information, material or content that constitutes a breach of the secrecy of communications or personal data legislation.
Do not copy, disseminate, transmit or make available to third parties photographs or any representation or image of minors.
Do not publish advertisements for products that require a medical prescription or that must be dispensed under the supervision of a medical professional (doctor, dentist, optometrist, optician, pharmacist or veterinary surgeon), as well as products that may affect an individual’s health (those with contraindications, interactions, etc.) and perishable goods of any kind.
Hold a valid healthcare operating licence to publish advertisements relating to any healthcare activity (you must provide your professional registration number or the centre’s registration number).
Do not create reviews for transactions that have not taken place.
Do not repeatedly submit false or incorrect reports.
Use Wallapop’s services correctly. For example, do not create user accounts to take advantage of delivery service promotions or to avoid paying subscription fees.
Do not systematically extract or reuse part or all of the Platform’s content without our express written consent. In particular, the following are not permitted: (i) the use of search tools or bots, or (ii) data extraction (whether on one or more occasions or on a large scale – data mining).
You must not disassemble, decompile or reverse engineer any part of the Platform.
You must not use external software tools (bots, etc.), unless such use is authorised or permitted by us.
Unless you identify yourself as a Professional User, you must use our Services solely for your personal benefit and not for commercial purposes.

3.2. Specific rules on the publication of adverts

3.2.1.- When posting advertisements, the User must respect and take into account the following considerations:

It is not permitted to post advertisements containing images of a sexual nature.
It is not permitted to post adverts relating to sex, eroticism or fetishism, nor those relating to massages, escort services or companionship.
It is not permitted to advertise pyramid schemes or similar schemes.
Only one property may be advertised per advert. In such cases, the property must be advertised in the locality where it is situated.
It is not permitted to post images or descriptions that do not correspond to the Product actually being offered.
It is not permitted to post images of minors.
Advertisements relating to animals are not permitted.
It is not permitted to post adverts that exceed the maximum limit set for the relevant product category.

3.2.2.- Furthermore, when posting their adverts, the User undertakes to comply with the Posting Rules. In any case, the User may find further information on how to post adverts by clicking here, as well as examine the platform’s operation in greater detail by consulting the ‘Buying and Selling’ sections of our Help Centre.

3.2.3.- Listings published by the User remain active for two (2) months, calculated from the date of publication or, where applicable, from the date of their last reactivation. Once this period has elapsed, the advert will automatically expire and become inactive (expired), and will no longer be displayed in search results or in the Catalogue; however, this does not imply the removal of the advert or the User’s account. The User may reactivate their expired adverts at any time via their profile, so that they are once again visible on the Platform. Notwithstanding the foregoing, listings will not expire whilst they remain in any of the following situations: (i) listings with an active Visibility Service; (ii) listings by Users with an active PRO subscription; and (iii) listings involved in an ongoing transaction via Wallapop’s delivery service.

3.3. Specific rules regarding User reviews

3.3.1.- The User may post reviews of transactions carried out on the Platform, describing their experience, whether they have acted as a Seller or a Buyer. When posting their reviews, the User must bear in mind the following considerations:

Reviews must be objective, truthful and relate to the Product purchased or the User with whom the transaction was carried out.
It is not permitted to post reviews that are defamatory, insulting, obscene, offensive, violent or similar.
It is not permitted to post reviews containing personal data, sensitive data or any other personal or confidential information.
It is not permitted to post reviews for promotional or advertising purposes.

3.4.- Other specific rules and considerations

In addition to all of the above, there are certain situations in which the User must take further considerations into account:

When purchasing a Product at a fixed price, the User is entering into a contract of sale with another User and, therefore, may be considered liable for the Tax on Onerous Transfers of Assets and Documented Legal Acts (“ITPAJD”), under the TPO category, with the associated tax obligations.
When publishing a property rental advertisement in certain municipalities in Catalonia, the User must include the Reference Price Index, as required by “Law 11/2020 of 18 September on urgent measures regarding rent control in residential tenancy agreements”, which came into force in September 2020.
When selling a Product, Professional Users acting in the course of their business or professional activity as a Seller are responsible for complying with all applicable legal and tax obligations. These include: (i) issuing and sending the relevant invoice to Users; (ii) complying with the tax obligations arising from their status as a taxable person for Value Added Tax (VAT); and (iii) complying with all the obligations set out in Royal Legislative Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other supplementary laws (hereinafter, the “Consumer Legislation” or “TRLGDCU”).

4. Content moderation and corrective measures

4.1.- Wallapop shall take corrective measures and/or moderate content uploaded by Users if it becomes aware that such content is in breach of the rules set out in these Terms and Conditions, in the Community Guidelines, has actual knowledge of an unlawful activity contrary to the law, public morality or public order, or where there is a regulation obliging Wallapop to impose restrictions and/or limitations on Users.

With regard to the latter case, for example:

In accordance with Directive (EU) 2021/514 (DAC7), Wallapop may impose restrictions on your account, including the possibility of (i) blocking the balance in your Wallet and/or (ii) blocking and/or preventing access to or use of the Service, in whole or in part.
In Portugal, pursuant to Article 80-A of the Value Added Tax Code, Wallapop reserves the right to suspend the activity of Users on the platform by blocking their accounts should they fail to comply with their tax obligations and have not regularised their position by providing Wallapop with the relevant supporting documentation.

4.2. – The corrective measures and/or content moderation measures that Wallapop may apply may vary depending on the type of activity and/or content that is prohibited under these Terms and Conditions or is unlawful, and may include one or more of the following:

Sending a message or notification warning of the infringement in question;
Hiding or removing content that the User has sent or published;
Blocking or suspending certain features of the User’s account;
Blocking or suspending the User’s account;
Preventing access to or use of the Service, either temporarily or permanently;
Remove product reviews; and/or
Block access to or remove Product listings, either temporarily or permanently.

4.3.- If Wallapop takes any of the corrective measures set out above as a result of content moderation, it shall inform the User of the restriction applied, the reason(s) for it and the available remedies, amongst other matters. However, this information shall not be provided if, in exceptional circumstances, it is not required under applicable law, if doing so would infringe any regulations or contradict the instructions of a public authority.

4.4.- Users are informed that, should they disagree with the corrective measures applied by Wallapop as a result of content moderation, they may appeal against the decision within a period of 6 months from the date of notification of the decision. For further information on how this process works, and to access the form, please click here.

If Users still disagree with the decision taken by Wallapop, they may submit a request to one of the certified out-of-court dispute resolution bodies (the full list is available here), or bring a claim before the national courts in accordance with applicable legislation. Further information is available here.

4.5.- Wallapop has no general obligation to monitor or actively seek out facts or circumstances indicating the existence of unlawful content or activities on the Platform. Notwithstanding the foregoing, Wallapop may, on occasion and on a voluntary basis, use human or automated means to carry out ad filtering or behaviour detection tasks in order to identify Users who do not comply with these Terms and Conditions or with the law, public morality or public order. As a result, Wallapop may take any of the corrective measures listed above and/or notify the competent authorities.

4.6.- Wallapop also provides Users and non-users with an electronic mechanism enabling them to report the presence of unlawful content on the Platform. For further information on how this process works, and to access the form, please click here.

5.- Liability

5.1.- Wallapop is an online platform acting as a mere intermediary between the Seller and the Buyer. Therefore, Wallapop does not own any of the Products for sale or sold via the Platform, nor is it a party to any sale that may take place between Buyers and Sellers.

5.2.- As an online platform, Wallapop cannot be held liable for content provided by Users or for unlawful activities carried out on the Platform, provided that it has no actual knowledge of such content or activities, or that, upon becoming aware of them, it acts promptly to remove or block access to such content.

Consequently, Wallapop shall generally not be liable, whether directly, indirectly or secondarily, for damages of any kind arising from the use of or reliance on the content and activities of Users and/or third parties via the Service, nor for any lack of lawfulness, reliability, usefulness, truthfulness, accuracy, completeness or timeliness thereof.

5.3.- By way of example, and by no means limited to the following, Wallapop shall generally not be liable for damages of any kind arising from:

The use that Users make of the Service, nor for the condition, origin, possible inaccuracy or possible falsity of the data provided by Users or of the Products offered via the Service.
The content, information, opinions and statements of any User or third parties or entities communicated or displayed via the Service (including the sending of images via chat).
Any use that Users may make of the Service’s materials, whether prohibited or permitted, in breach of intellectual and/or industrial property rights, confidential information, or the content of the Service or of third parties.
Acts of unfair competition and unlawful advertising.
Any loss of Users’ data for reasons not attributable to the Service.
Access by minors to the content included in the Service.
The unavailability, errors, access failures and lack of continuity of the Service.
Any faults or incidents that may occur in communications, deletion or incomplete transmissions.
The email address provided by the User being non-operational or experiencing problems.

5.4.- Wallapop shall be liable solely and exclusively to the User for the Services it provides directly to the User (such as, for example, the Visibility Service or the Subscription Service).

5.5.- All information that Users publish, include on or transmit via the Platform, as well as the Products they offer, sell or transfer to other Users, shall be their sole responsibility. Furthermore, Users shall be responsible for complying with the legal and/or tax obligations arising from their transactions on the Platform.

By accepting these Terms and Conditions, Users acknowledge and agree that they are fully responsible for any Product or advertisement offered on the Platform, as well as for the information provided through the description, photographs and statements made to buyers or other Users, and for the accuracy of any other details provided. Furthermore, Users shall be solely responsible for transactions carried out with other Users and for any disputes that may arise from them.

5.6.- Consequently, the User undertakes to hold Wallapop harmless against any potential claim, fine, penalty or sanction that Wallapop may be required to bear as a result of the User’s breach of any of their legal obligations and/or the Rules for Use of the Service set out in these Terms and Conditions; Wallapop further reserves the right to claim appropriate compensation for damages.

6. Content and services linked via the Service

6.1.- The Service may include technical linking mechanisms, directories and even search tools that enable the User to access other websites and internet portals (hereinafter, “Linked Sites”).

6.2. – The User acknowledges and accepts that access to the Linked Sites is at their own risk and responsibility, and releases Wallapop from any liability for any infringements of the intellectual or industrial property rights of the owners of the Linked Sites. Furthermore, the User releases Wallapop from any liability regarding the technical availability of the linked websites, and the quality, reliability, accuracy and/or truthfulness of the services, information, elements and/or content to which the User may have access.

6.3.- In such cases, Wallapop shall only be liable for the content and services provided on the Linked Sites to the extent that it has actual knowledge of the unlawfulness and has not deactivated the link with due diligence. Should the User consider that a Linked Site contains unlawful or inappropriate content, they may notify Wallapop thereof; however, such notification shall under no circumstances entail an obligation to remove the relevant link.

6.4. Under no circumstances shall the existence of Linked Sites imply the conclusion of agreements with those responsible for or the owners of such sites, nor shall it imply any recommendation, promotion or identification of Wallapop with the statements, content or services provided. Wallapop has no knowledge of the content and services of the Linked Sites and, therefore, accepts no liability, either directly or indirectly, for any damage caused by the unlawfulness, quality, obsolescence, unavailability, errors or ineffectiveness of the content and/or services of the Linked Sites, nor for any other damage not directly attributable to Wallapop.

7. Intellectual and industrial property

7.1.- The intellectual and industrial property rights relating to the Service’s Content belong to their rightful owners. By using the Service, the User shall not acquire any intellectual or industrial property rights, nor any licence to use, such Service Content. The User may only access and use the Service in accordance with these Terms and Conditions. The Service Content may not be copied, distributed, publicly communicated, extracted or modified, nor inserted into other websites, applications or any other medium, nor exploited or used in any other way, without the prior express authorisation of its owners. All of the above is without prejudice to any uses permitted by mandatory provisions of applicable law.

7.2.- The User retains the rights to which they are entitled in respect of User Content. By uploading, publishing, sending or providing such content whilst using the Service, the User grants Wallapop a non-exclusive, royalty-free, sub-licensable licence, valid worldwide, for the maximum period permitted by applicable legislation, covering all forms of exploitation existing on the date of acceptance of these Terms and Conditions, for the purpose of providing and maintaining the Service. The licence permits, amongst other things, the use, hosting, storage, reproduction, display, distribution, public communication, translation, indexing, moderation, processing and analysis of such User Content, as well as the making of any necessary technical adaptations thereto.

7.3.- The User represents and warrants that they hold all necessary rights, licences, consents and authorisations in respect of the User Content to upload, publish, submit or provide it, as well as for its use in accordance with these Terms and Conditions. The User shall be liable for the User Content and shall hold Wallapop harmless against any third-party claims arising from a breach of this warranty.

7.4.- Wallapop does not represent, nor does it have any business connection with, the brands that Users may refer to in the advertisements published on the Platform.

8.- Information on information classification and recommendation systems

8.1.— Information on information ranking systems

8.1.1.- When a User carries out a search, the listings included in the search results are ranked and displayed based on various parameters. Set out below – in general order of relevance – are the main parameters that influence the order of search results:

The filters selected and the search text entered by the User, together with the advertisement details (for example, the degree to which these match the advertisement title, description and/or images);
The date the advert was published, with more recently published adverts generally receiving greater visibility;
The geographical proximity of the area in which the advert has been published;
Whether a delivery service is available.

This ranking is applied by default and corresponds to the ‘Relevance’ search result sorting criterion. Wallapop reserves the right to update or modify these criteria.

8.1.2.- The default ranking of products by ‘Relevance’ may be slightly affected if, in the listings included in the search results and/or selected filters, services that increase the visibility of listings – such as Visibility Services – are activated.

8.1.3.- Users may change the ‘Relevance’ sorting criterion by ordering results according to other criteria, such as:

The proximity of the geographical area in which the advert has been published (“Distance”)
Price in descending order (“From most expensive to least expensive”)
Price in ascending order (“From cheapest to most expensive”)
The date the advert was published (“Newest”)

Users may also apply search filters to narrow down their search. Further information on search filters can be found here.

8.2.- Information on information recommendation systems

8.2.1.- In addition, Users receive recommendations regarding adverts published on Wallapop to categorise and recommend information relevant to them. You can find out more about how we recommend published adverts here.

9. Visibility Service

9.1.- Users may increase the visibility of their adverts on Wallapop by subscribing to the Visibility Services. These are optional services that Users can utilise to improve the positioning of the advertised Products.

9.2.- Featured listings are a service offered by Wallapop to give listings greater visibility on the feed. There are different types of featured listings, which can be viewed here.

9.3.- It is not possible to delete, move or change the type or duration of a ‘featured’ status that has already been applied to a listing, regardless of whether the listing is removed by our moderation team or affected by a technical issue.

9.4.- If a featured advert is removed or marked as sold whilst the contracted period has not yet ended, any remaining visibility time will be forfeited.

9.5.- If the Product is sold using Wallapop’s delivery service, the advert will be automatically marked as sold when the parcel is delivered to the Buyer; therefore, if the contracted period has not yet ended, any remaining visibility time will be forfeited.

9.6.- To request an invoice for the purchase of Visibility Services, the User can find further information at the following link: Request an invoice. In order to process this request, Wallapop will require the applicant’s tax details, which are necessary to issue the invoice.

9.7.- The prices and durations of the available featured listings may vary, as they depend on various factors such as the type of product being promoted, demand for it, or the area in which you wish to promote it. Should Wallapop make significant changes to the way featured listings operate, it will notify you in advance so that you may either change the service you have contracted or terminate the contract.

9.8.- Users are always informed of the chosen Visibility Service before completing their purchase.

9.9.- Visibility Services that have been applied to an advert or a profile are non-refundable, regardless of the advert’s publication status or whether the profile is active or inactive.

9.10.- In the event of a failure to apply a Visibility Service contracted via the Platform due to a technical fault, the User shall be entitled to terminate the Visibility Service contract and receive a refund of the price paid. In this regard, the deadline for requesting a refund is 14 calendar days from the date of purchase of the featured listing.

Similarly, should Wallapop, due to a technical fault, fail to effectively activate the Visibility Service contracted by the User within 7 calendar days, the User may request the termination of the contract for the provision of that service and, consequently, obtain a refund of the price paid. Wallapop will issue this refund to the User within a maximum of 14 calendar days. You can report both the issue and your wish to terminate the contract using the following form.

9.11.- Wallapop may charge a fee for editing or reactivating an advert in certain versions of the app or website. In this case, the User will always be duly informed of the cost of the service before confirming the purchase. The User will always have the option to decline the service without incurring any cost.

9.12.- If a profile’s location is changed, any listings that were featured prior to the change will appear on the feed for the new area but will remain in the carousel (the section of the app displaying a selection of Products) and the collection of featured listings for the location that was set when they were purchased.

9.13.- The purchase of Visibility Services does not exempt the User from complying with the posting rules established for operating on Wallapop.

9.14.- Prices relating to the Visibility Service include 21% Value Added Tax. In cases where, pursuant to the tax localisation rules set out in Law 37/1992 of 28 December on Value Added Tax, the tax is not applicable, Wallapop undertakes to adjust the amount of the charge.

9.15.- If you are a Consumer User, please note that the right of withdrawal does not apply to the Visibility Service. This is due to the nature of this service, which is activated automatically.

9.16.- The Visibility Services are currently only available in Spain. For further information on the Visibility Services, please click here.

10.- Subscription Service

10.1.- Wallapop’s Subscription Service offers Users who sign up for it a range of specific benefits, which will vary depending on the subscription chosen. You can find out more about the types of subscriptions here.

10.2.- Subscriptions are automatically renewed until cancelled, for an additional period equivalent to the period agreed upon when you subscribed. Subscriptions can be cancelled at any time, but the cancellation will take effect at the end of the current subscription period.

10.3.- Furthermore, Users may change their subscription at any time to suit their needs.

10.4.- Deleting your Wallapop account or removing the Wallapop app from your device does not confirm cancellation of your subscription; therefore, you will still be liable for subscription charges. Please remember to cancel your subscription before deleting your account or removing the app.

10.5.- Should a profile be deactivated by Wallapop due to a breach of the posting rules or the Terms and Conditions, the User will receive a notification at the email address associated with the deactivated profile.

10.6.- If you are a Consumer User, please note that the right of withdrawal does not apply to the Subscription Service. This is due to the nature of this service, which is activated automatically upon purchase.

10.7.- In the event of a failure in the provision of a Subscription Service due to a technical fault, the User shall be entitled to terminate the subscription contract and receive a refund of the price paid. In this regard, the deadline for requesting a refund is 14 calendar days from the date of purchase of the subscription.

Similarly, should Wallapop, due to a technical fault, fail to effectively activate the Subscription Service contracted by the User within 7 calendar days of the date on which it was due to commence, the User may request the termination of the contract for the provision of that service and, consequently, obtain a refund of the price paid. Wallapop will issue this refund to the User within a maximum of 14 calendar days. Similarly, should the user wish to maintain the subscription despite the delay in its commencement, the valid start date of the subscription will be the date on which it was actually activated. You may report both the issue and your wish to terminate the contract using the following form.

10.8.- Wallapop reserves the right to modify the Subscription Services at any time. The User will be notified and will have the right to change or cancel their subscription before the changes take effect.

10.9.- To request an invoice for the purchase of Subscription Services, the User can find further information via the following link: Request an invoice. In order to process this request, Wallapop will require the applicant’s tax details, which are necessary to issue the invoice.

10.10.- Prices relating to the subscription service include 21% Value Added Tax. In cases where, pursuant to the tax location rules set out in Law 37/1992 of 28 December on Value Added Tax, the tax is not applicable, Wallapop undertakes to adjust the amount of the charge.

10.11.- The Subscription Service is currently only available in Spain. For further information on the subscription service, click here.

10.12.- Payment platform for the Subscription Service

Wallapop does not provide electronic payment services nor does it act as an intermediary in the provision of such services. In order to use the Subscription Service on our platform, you must enter into a contract with Stripe Payments Europe, Ltd, with its registered office at 1 Grand Canal Street Lower, Dublin (Ireland) (“Stripe”). Stripe manages payment services through its regulated group entity, Stripe Technology Europe, Limited, a company with its registered office at 1 Grand Canal Street Lower, Dublin (Ireland) and registration number C187865, an electronic money institution authorised and regulated by the Central Bank of Ireland.

To subscribe to the Wallapop Subscription Service, you must register as a Stripe user, having read and accepted its terms and conditions, privacy policy and other relevant legal documents, all of which are readily available via its website.

By accessing and making any purchase of Wallapop’s Subscription Services, you confirm that you have carefully read, understood and agree to the terms and conditions of use and privacy policies of Wallapop and Stripe respectively.

11. Fee for posting car adverts

11.1.- Users who do not have a PRO plan may publish up to ten (10) vehicle adverts in the ‘Cars’ category free of charge each year, with this count based on the 12 months immediately preceding the current year. For these purposes, all free adverts published during that period will be counted, even if the advert is no longer active.

11.2.- Once the User has reached this limit and has fewer than two (2) active vehicle adverts published, the publication or reactivation of each additional advert will be subject to the payment of a publication fee (the “Publication Fee”). The applicable Publication Fee, including tax, will be displayed to the User before payment is confirmed and will allow the corresponding advert to be published or reactivated.

11.3.- Where the User has reached the limit and has two (2) active vehicle adverts, the publication or reactivation of an additional advert shall be governed by the terms of the applicable PRO plan, and the Publication Fee shall not be available.

11.4.- The removal, expiry or failure to sell a listing shall not, in itself, entitle the User to a refund of the Publication Fee or to its reuse for another listing, without prejudice to any mandatory rights to which the User may be entitled.

11.5.- If you are a Consumer User, please note that the right of withdrawal does not apply to the Listing Fee. This is due to the nature of this service, which is activated automatically.

12.- Products designated with the ‘Guarantee’ label

12.1.- What are products marked with the ‘Guarantee’ label?

12.1.1.- Wallapop operates a specific business line through which it allows pre-selected Professional Sellers to offer electronic goods, electrical appliances, homeware, garden products, sports equipment, bicycles and/or refurbished goods to Users on the Platform. These Products are identified on the platform under the ‘Guarantee’ label. Users can find further information via the following link.

12.1.2.- In this business line, Wallapop also acts as an intermediary between the Buyer and the Professional Seller. Therefore, Wallapop is not the seller of Products marked with the ‘Guarantee’ label, nor is it responsible for their conformity, their characteristics or the information contained in their product listing. Nor does Wallapop offer a guarantee for such products. Wallapop provides certain services to Professional Sellers of products marked with the ‘Guarantee’ label, such as after-sales support services for both the Seller and the Buyer, which are governed by specific terms and conditions agreed between Wallapop and the Professional Seller.

12.1.3.- As part of the products designated with the ‘Guarantee’ label, Wallapop operates a specific business line through which it enables pre-selected Professional Sellers who are experts in reconditioning to offer reconditioned products to Users on the Platform. All the conditions described for products with the ‘Guarantee’ label shall also apply to Reconditioned Products.

12.2. – Purchasing products designated with the ‘Guarantee’ label

12.2.1.- In order to purchase Products bearing the Guarantee Label, you must create an account in accordance with these Terms and Conditions of Use. Purchases of Products bearing the Guarantee Label made on the Platform are made from Professional Sellers, not from Wallapop.

12.2.2.- The price of Products marked with the Guarantee Label is shown inclusive of tax and is set at the Professional Seller’s discretion. In addition to the price of the Products, the Buyer must pay a sum relating to the ‘handling fees’ for the purchase, calculated as a percentage of the Product’s price. The Buyer will be able to view the specific amount, itemised, during the purchase process under the heading ‘handling fees’.

12.2.3.- The User is hereby informed that the photographs included in the listings for Products marked with the Guarantee Label may be generic photographs of the same model and brand as the Product offered in the listing. Consequently, the photographs may not correspond exactly to the specific Product offered by the Professional Seller and/or purchased by the Buyer.

12.2.4.- Delivery of the Products shall be free of charge to the Buyer. Delivery will be made in accordance with the method chosen by the Buyer. The Buyer may track the progress and status of the order via their account. The delivery date will depend on the delivery method chosen by the Buyer.

12.2.5.- In order to speed up the resolution of any potential issues with orders for Products marked with the ‘Guarantee’ label, Wallapop recommends that the Buyer checks that the Product is in good condition upon delivery. Should the Product have suffered any damage or defect during transit, the Buyer must inform Wallapop within 48 hours of delivery. Users can find further information on the delivery process, as well as the steps to follow should they need to report any damage or defect caused during transit, via the following link.

12.2.6.- Payment for Products shall be made exclusively online, in accordance with these Terms and Conditions of Use.

12.2.7.- Users can find further information on the process for purchasing Products marked with the Guarantee Label via the following link.

12.3.- Right of withdrawal for Products bearing the ‘Guarantee’ label

12.3.1.- The right of withdrawal is the Buyer’s right to return the Product without having to justify their decision and without incurring any penalty, within the minimum period set by the applicable regulations or within an extended period set and communicated by the Professional Seller.

Buyers of Products bearing the Guarantee Label are entitled to a minimum period of fourteen (14) calendar days, starting from the date of receipt of the Product, to exercise their right of withdrawal vis-à-vis the Professional Seller.

That said, the Professional Seller may, at their sole discretion, offer a longer period of up to thirty (30) calendar days. Such an extension, and its specific conditions, shall be communicated and/or provided by the Professional Seller to the Buyer in the Product description.

Users are hereby informed that the right of withdrawal must be exercised with the Professional Seller, who is solely responsible for processing and accepting such a request. Wallapop will merely act as an intermediary in the process for the sole purpose of assisting the Buyer in processing their request.

12.3.2.- To exercise their right of withdrawal, Buyers must submit their request to the Professional Seller via Wallapop, following the instructions provided at the link below.

12.3.3.- The Product must be returned:

(i) in the same condition as it was received, including all accompanying accessories (charging and/or connection cables, headphones, etc.),

(ii) with no personal data or information stored on the Product, and without the Product being linked to any account, and

(iii) in accordance with the requirements set out by the Professional Seller in the Product description or in their general terms and conditions, in accordance with the provisions of applicable legislation.

The Products must have been used by the Buyer solely for the purpose of ascertaining their nature, characteristics or functioning.

12.3.4.- Once the request to withdraw from the purchase of the Product with a Guarantee Label has been submitted in accordance with the established procedure, the Buyer shall have a maximum of 14 calendar days to return the Product to the Seller via Wallapop’s delivery service, following the instructions provided at the link below.

It is the Buyer’s responsibility to pack the Product correctly so that it does not suffer any damage during transport. Such packaging must comply with the rules set out in the following link.

12.3.5.- Provided that all the above conditions are met and the Professional Seller accepts the withdrawal, the full purchase price of the Product (including handling fees) will be refunded to the Buyer via Wallapop.

12.4.- Statutory warranty for Products marked with the ‘Warranty’ label

12.4.1.- All Products marked with the ‘Guarantee’ label are also covered by the statutory guarantee offered by the Professional Seller for the period prescribed by the national legislation in force in the Buyer’s country of residence. This means that the Professional Seller is liable and must be held responsible for any non-conformity of the Products during the relevant period following delivery.

Users are hereby informed that the right to a guarantee is exercised against the Professional Seller, who is responsible for handling such claims. Wallapop will act as an intermediary in the process for the sole purpose of assisting with the handling of the claim.

The Professional Seller may, at their sole discretion, offer a longer statutory warranty period. Such an extension of the warranty, and its specific terms and conditions, shall be communicated and/or provided by the Professional Seller to the Buyer. In this case, Wallapop will not act as an intermediary in the process of exercising this warranty, and it must be dealt with directly with the Professional Seller.

12.4.2.- ‘Lack of conformity’ is understood to mean, for example, where the Product does not function in accordance with its normal uses or does not correspond to the description provided.

A Product shall be deemed to be in conformity when:

(i) it is fit for the purpose normally expected of a similar product and corresponds to the description provided by the Professional Seller, or

(ii) it possesses the characteristics defined by mutual agreement between the parties or is fit for any special purpose sought by the Buyer, which has been brought to the Professional Seller’s attention and which the Professional Seller has accepted.

12.4.3.- In the event of a lack of conformity, the Buyer may invoke the Product warranty against the Professional Seller, choosing between (i) repair, or (ii) replacement of the Product. The Professional Seller may refuse to grant the option chosen by the Buyer if that choice is impossible or would entail a manifestly disproportionate cost.

The Buyer may return the Product to the Professional Seller and receive a refund of the price from the Professional Seller (or keep the Product and receive a partial refund for the Product) where:

(i) Neither repair nor replacement is possible, or

(ii) the solution proposed by the Professional Seller is not implemented by the Professional Seller within 72 working hours of the Professional Seller’s proposal.

Exercising the right under the guarantee shall not entail any cost to the Buyer.

12.4.4.- The Product must be returned:

(i) in the same condition as it was received, including all accompanying accessories (charging and/or connection cables, headphones, etc.), and

(ii) with no personal data or information stored on the Product, and without the Product being linked to any account.

12.4.5.- Users can find further information on how to exercise their warranty rights via the following link.

Users are hereby informed that the warranty claim must be made by the same User who purchased the Product with a ‘Warranty Label’ via Wallapop. Consequently, Wallapop will not process warranty claims for Products with a ‘Warranty Label’ where the request is not made by the purchaser of the Product via the same Wallapop User who carried out the transaction.

12.4.6.- The warranty is excluded in the circumstances set out in our Returns and Warranty Policy for products with a “Warranty”.

13.- Payment methods and payment platform

13.1.- Below, we explain how you, as a User, can pay for the Products and Visibility Services you purchase on or via Wallapop.

13.2.- With the exception of charges for Subscription Services (see Clause 10.12 for further details), our payment solutions are provided by Mangopay, S.A., a company incorporated under the laws of Luxembourg with its registered office at 2, Avenue Amélie, L-1125 Luxembourg, and registered with the Luxembourg Commerce and Companies Registry under number B173459 (“Mangopay”). Mangopay is an electronic money institution authorised and regulated by the Luxembourg Financial Sector Supervisory Authority (Commission de Surveillance du Secteur Financier).

13.3.- Mangopay processes payments made on the Platform and stores information relating to credit cards, debit cards, PayPal and any other payment methods accepted by Wallapop for this type of transaction.

13.4. – Wallapop does not provide electronic payment services nor does it act as an intermediary in the provision of such services. By accessing and carrying out any payment transaction on Wallapop using Mangopay’s integrated payment services, you confirm that you have carefully read, understood and accepted Mangopay’s Terms and Conditions of Use, Privacy Policy and other legal documents, as well as those of Wallapop (specifically, the Specific Terms and Conditions regarding the Wallet available here).

13.5.- Any claim or dispute that may arise in relation to the payment services provided by Mangopay must be dealt with via our customer service department.

13.6.- You can find detailed information about all the payment methods available to you on Wallapop as a User here.

If you have funds in your Wallet, you will pay the full amount available from your Wallet and the remaining amount by card.

For further information on payments, please click here.

13.7.- The Wallet is one of the payment methods accepted on Wallapop. This is a service offered to Users that allows them to receive, store, withdraw and use funds electronically within the Platform. By accepting these Terms and Conditions, the User also accepts the specific Wallet Terms and Conditions available here, which form part of these Terms and Conditions.

14. Wallapop’s delivery service

14.1.- Wallapop provides Users with an integrated delivery service to facilitate the secure exchange of Products. Deliveries are not carried out directly by Wallapop but by various transport providers, depending on the type of delivery and/or service. Wallapop shall under no circumstances be the provider of the delivery service; therefore, it does not form part of the contractual relationship between Users and said provider.

14.2.- In order to use the Delivery Service, it is essential to comply with the following conditions:

The transaction must be carried out via the Platform.
The Product to be dispatched must comply with our Prohibited Listings Policy.
The Product and the shipment must comply with our Specific Conditions for the Delivery Service, which form an integral part of these Terms and Conditions and which the User declares to accept and be aware of when using the Delivery Service.

14.3.- The specific price set by the transport providers will be shown to the User before the Product is purchased. Prices relating to the delivery service include 21% Value Added Tax. In cases where, pursuant to the tax allocation rules set out in Law 37/1992 of 28 December on Value Added Tax, the tax is not applicable, Wallapop undertakes to adjust the amount of the tax.

14.4.- The User is hereby informed that Wallapop, for business reasons, may carry out occasional tests that alter the delivery charges agreed with the transport providers as set out in the specific terms and conditions of Wallapop’s delivery service. As set out in Clause 14.3 of these Terms and Conditions, the User will be duly informed, prior to purchasing the Product, of the delivery charges associated with the purchase.

14.5.- Lots

14.5.1.- A ‘Lot’ refers to the simultaneous purchase, in a single parcel, of several Products from the same Seller. When purchasing a Lot, the Buyer must follow the instructions below.

14.5.2.- A Bundle must always be dispatched in a single parcel that does not exceed the maximum weight or dimensions set by each delivery service provider for each consignment, as specified in Wallapop’s specific delivery service terms and conditions. When selling a Bundle, the Seller must follow the instructions below.

14.5.3.- Where a Lot includes Products for which the Seller bears the delivery costs and Products for which the Buyer must pay the delivery costs, the Buyer shall only be required to pay the delivery costs corresponding to the proportion of the Lot’s weight attributable to those Products for which the Buyer is responsible for the delivery costs. This amount will be clearly communicated to the Buyer before they purchase the Lot.

14.6.- Wallapop Protection

14.6.1.- Definition

Wallapop Protection is a service offered by Wallapop as part of the Delivery Service. This service is entirely separate from the Seller’s obligations towards the Buyer and does not constitute an insurance contract nor does it replace the statutory guarantees applicable under consumer legislation.

Therefore, when using Wallapop’s Delivery Service, Users benefit from Wallapop Protection, which includes a refund to the Buyer and/or compensation to the Seller in the circumstances set out in the following section, as well as support from the Support Team, which will assist Users with any issues relating to transactions and/or the delivery of Products.

14.6.2. Circumstances covered:

1) The Product does not match the advert. This covers the Buyer. The Buyer may request a refund if they indicate, within a maximum of 48 hours from the time of delivery as notified by the carrier, that the Product does not substantially match the description and/or photographs provided by the Seller.Where a Lot has been purchased, the Buyer may request a partial refund for one or more of the Products comprising the Lot, or a full refund for all Products purchased. To this end, Wallapop will withhold the price paid by the Buyer until the Buyer confirms that the Product is correct.The procedure for requesting this refund is set out in section 14.6.4.a).

2) Loss or damage in transit. This scenario applies to both the Buyer and the Seller. Depending on the circumstances, compensation will be paid to the Seller for the sale price and a refund will be issued to the Buyer. Compensation to the Seller and/or a refund to the Buyer may be full or partial, depending on the damage sustained by the Product. The procedure for claiming this compensation/refund in this instance is set out in section 14.6.4.b).

14.6.3. Cases not covered

Wallapop Protection shall not apply in the following circumstances, categorised according to whether the issue relates to the Product not matching the advert or to loss or damage during transport:

a) Non-conformity of the Product with the advert (affects the Buyer only). No refund will be granted where:

The Product substantially matches the advert but the Buyer does not wish to keep it due to a change of mind.
The Buyer indicates, via the Platform, that the Product or Lot received is correct, or 48 hours have elapsed since the delivery was notified by the carrier without the Buyer having lodged a claim.
Following the opening of a dispute, the Wallapop Support Team considers, taking into account the evidence provided and the available information, that the Product received is not damaged or that it matches the description and/or photographs provided by the Seller.
The complaint relates to characteristics or the condition of the Product which the Buyer was aware of or could have been aware of based on the information, description or photographs in the advert.
Products whose contents or performance cannot be verified by Wallapop, as Wallapop does not take possession of the Products at any time (for example, unsealed Products containing liquids or products whose functioning may be affected or impaired due to their natural lifespan).
The Product has been tampered with by the Buyer upon receipt, including actions such as repairing, washing or tampering with internal components, amongst others.

b) Loss or damage to the Product during transport (affects both the Buyer and the Seller). No refund will be made to the Buyer and/or compensation paid to the Seller where:

The Product sent does not comply with our Prohibited Listings Policy, or its circulation is illegal, dangerous, or restricted by transport providers or by current regulations.
The Seller and/or the Buyer have in any way breached the specific shipping conditions.
The Seller does not have the proof of delivery provided by the carrier.

14.6.4. Procedures for requesting a refund

The applicable procedure depends on the specific circumstances:

Product does not match the listing

If the Product received does not match what was agreed with the Seller, the Buyer may open a dispute by following the steps set out here.

The Buyer is hereby informed that:

In the case of Lots, the dispute must include all affected Products from the same Lot; once opened, the Buyer may not open another dispute regarding another Product from the same Lot.
When opening the dispute, you must provide all evidence supporting the reason for the return, and must (i) detail what happened and (ii) attach photographs or videos of the Product received. Wallapop will not request further information, photographs or videos at a later stage; therefore, you must provide all reasons and evidence at the time the dispute is opened.

Once initiated, the dispute will be forwarded to the Seller (except in the case of Lots, which will be escalated directly to the Wallapop Support Team), who may:

1) Accept the return. The Buyer must return the Product in the same condition as received, following the steps detailed here, except in the case of Lots, where the dispute will automatically be escalated to the Wallapop Support Team. The Buyer will have a maximum of 10 calendar days to deliver the Product to the nearest office or collection point; once this period has elapsed, the dispute will be cancelled and payment will be made to the Seller. Once the carrier notifies the Seller of delivery, the refund order to the Buyer will be processed automatically. The Buyer is obliged to return the Product in full and in the same condition as when it was received; otherwise, Wallapop reserves the right to take any action it deems necessary.

2) Refuse the return and escalate the dispute to the Wallapop Support Team. The Seller may state the reasons for the refusal and provide any information they deem relevant. The Wallapop Support Team will assess the case, taking into account the information provided by both parties, and will reach a decision:

If it is determined that the Product is damaged (provided the damage is not attributable to the carrier) or does not match the Seller’s description and/or photographs, the Buyer must return the Product, exactly as received, following the steps detailed here. Wallapop may exempt the Buyer from the obligation to return the Product where there are clear indications of deception on the part of the Seller and the Product is of extremely low value; the Buyer must be expressly informed of this. The Buyer will have 10 calendar days to return the Product; once this period has elapsed, the dispute will be cancelled and the Seller will be paid. Once the courier has notified the Seller of delivery, the refund to the Buyer will be processed. The Seller is obliged to retain the original packaging of the returned Product in order to report any non-conformity or issue, and the Buyer is obliged to return the Product in full and in the same condition as when received.
If it is determined that a refund is not applicable, the Seller will receive the amount corresponding to the price of the Product in their Wallapop wallet.

The return process (whether following direct acceptance by the Seller or following the resolution of the dispute by Wallapop) will be free of charge for both the Buyer and the Seller, provided that the specified procedure is followed. Wallapop will not bear any costs or make any payments for returns made outside the procedure set out in this Clause.

b) Loss or damage to the Product during transit

Users can find the procedures to follow in the event that the Product has been lost or damaged during dispatch:

If the Product has been lost during dispatch, the instructions set out here must be followed.
If the Product has been damaged during dispatch, the instructions set out here must be followed.

To make a claim for loss or damage in transit, it is essential to have and provide Wallapop with the proof of delivery issued by the carrier when the Product was dropped off at the collection point or upon delivery of the Product, as applicable in each case. In this regard, Wallapop recommends keeping the proof of delivery for the Product, at the very least, until the Buyer has confirmed that they have received the Product and that it is in order or, in the case of a return, until the Seller has confirmed that they have received the Product and that everything is in order.

14.6.5. Full or partial refund

As a general rule, where Wallapop Protection applies, a full refund will be issued to the Buyer, comprising: (i) the price paid for the Product (or the Products concerned in a Lot), (ii) the delivery charges, and (iii) the cost of Wallapop Protection. The Seller, for their part, will receive compensation for the price of the Product.

However, in some cases, refunds to the Buyer and/or compensation to the Seller may be partial, where Wallapop determines that:

The Product is partially functional: Part of the Product remains operational and usable.
Only part of a Lot meets the requirements: Only some of the Products included in the Lot will be eligible for a refund and/or compensation.
Damage has occurred during transport: The amount will be adjusted in proportion to the actual impact or damage suffered by the Product during dispatch. In such cases, the amount of the partial compensation or refund will be based exclusively on the price of the Product, excluding delivery charges or Wallapop Protection fees.

14.6.6.- Cost of Wallapop Protection

The Buyer must pay the cost of “Wallapop Protection” if they wish to use the delivery service. You can find out more about the associated cost here.

14.7. – Processing of personal data in connection with delivery

In order to deliver the Products, Users’ personal data will be provided to third-party postal service operators who will be responsible for this process, in accordance with the provisions of personal data protection legislation. Further information can be found in our Privacy Policy.

14.8.- Exclusion from transport arbitration

As Wallapop does not directly provide the delivery service, Wallapop expressly states, prior to the commencement of each delivery, its intention not to refer any dispute relating to the delivery service to the Transport Arbitration Boards, regardless of the amount involved, in accordance with Article 38 of Law 16/1987 of 30 July on the Regulation of Land Transport.

15.- Wallapop Club

Wallapop Club is a loyalty programme created for Users in Spain and Portugal which allows its members to access special benefits offered to Wallapop Club members. You can find all the information about this programme here.

15.1.- Who can join the Wallapop Club?

Any User in Spain or Portugal can become a member of the Wallapop Club via their own Wallapop account. Joining the Wallapop Club is completely free for Users.

As set out in our Terms and Conditions, Wallapop accounts are personal, unique and non-transferable. This means that:

Membership of the Wallapop Club is linked exclusively to a specific Wallapop account; therefore, such membership cannot be separated from the Wallapop account with which it was created, nor can it be transferred to another Wallapop account.
Membership of the Wallapop Club cannot be shared amongst several people.

Furthermore, in accordance with our Terms and Conditions, only a person of legal age with sufficient legal capacity may be a member of the Wallapop Club.

15.2.- How can I join the Wallapop Club?

Any User in Spain or Portugal who creates a Wallapop account will automatically be included as a member of the Wallapop Club. Furthermore, any User in Spain or Portugal who, prior to the launch of the Wallapop Club, is registered as a Wallapop User will automatically become a member of the Wallapop Club.

Notwithstanding the above, members may, at any time, choose to unsubscribe from the Wallapop Club by following the procedure set out in section 15.5 below.

It is important to note that Wallapop Club members are not obliged to give their consent to receive marketing communications from Wallapop.

15.3.- What is the Wallapop Club?

The Wallapop Club is a loyalty programme created for Users in Spain or Portugal that allows its members to accumulate points as detailed in section 15.4 below.

15.4.- Points system

15.4.1.- Definition and functionality

By carrying out specific actions defined in section 15.4.2 below, Wallapop Club members will accumulate points, which they can then redeem for specific discounts on the Wallapop platform.

15.4.2 – Earning Points

Wallapop Club members can carry out various actions to earn points, which can be categorised into two main groups:

Successful purchase or sale of products on Wallapop via Wallapop’s Delivery Services, or
Completing challenges.

Successful purchase or sale of products on Wallapop via Wallapop’s Delivery Services

Wallapop Club members can earn points for every successful purchase or sale of items on Wallapop using Wallapop’s Delivery Services.

For each successful purchase or sale made by a programme member, they will earn points according to the following formula: 1 euro of the price of the product purchased or sold = 5 points.

Please note that the points earned will be calculated based on the final price of the item bought or sold, minus any amount paid for Wallapop Protection, delivery charges or any discount vouchers applied.

These points will not be credited to the programme member’s account until the product has been marked as received by the buyer or 48 hours have elapsed since its delivery. From that point onwards, the points will be validly earned by the programme member and will be automatically added to their account.

Accumulated points will expire one (1) year after the date on which they were earned. Therefore, if the programme member has not used them within that period, they will automatically expire and be removed from their account.

In specific cases, Wallapop may launch campaigns with the aim of multiplying the points linked to each purchase or sale. The specific terms and conditions of each campaign will be duly communicated to programme members upon its launch.

Challenges

Challenges are specific, time-limited tasks or objectives designed to help programme members explore different parts of Wallapop, whilst rewarding them with extra points. The reward for completing a challenge is extra Wallapop Club points.

The specific terms and conditions applicable to each challenge, as well as the points that can be earned upon completion, will be communicated before the challenge in question is accepted.

15.4.3.- Redeeming points

Wallapop Club members can use the points they have earned in two ways:

to obtain a discount on the delivery charges when purchasing a product on Wallapop using the Wallapop Delivery Service, or
to obtain a discount on the purchase of Visibility Services.

a) Redeeming points against delivery charges for a product purchased on Wallapop using the Wallapop Delivery Service

When purchasing a product using the Wallapop Delivery Service, Wallapop Club members will be offered the option to redeem points to obtain a discount on the delivery charges for that purchase.

By default, the checkout process will suggest the maximum number of points a programme member can redeem for a specific purchase. However, the programme member may change this and reduce the number of points to be used for that specific purchase to a minimum of 100 points.

The conversion rate for points into a discount on delivery charges is set at 1 point for every €0.0015.

Wallapop Club members may use any discount voucher obtained through a campaign unrelated to the Wallapop Club in the same transaction in which they redeem points, unless (i) the specific terms and conditions of the discount voucher explicitly state otherwise or (ii) the discounts directly affect the delivery charges for the Wallapop Delivery Service.

b) Redeeming points when purchasing Visibility Services

When purchasing Visibility Services, Wallapop Club members have the option to redeem points to obtain a discount on the price.

By default, the purchase process will suggest the maximum number of points a member can redeem for a specific purchase. That said, the member may change this and reduce the number of points to be used for that specific purchase down to a minimum of 400 points.

It is important to note that redeeming points for Visibility Services:

a) Is only available to members based in Spain. In this regard, please note that, as set out in our Terms and Conditions, Visibility Services are currently only available in Spain.

b) Is not available when purchasing Visibility Services for adverts posted in the following categories: cars, motorbikes, jobs, services and property.

15.5.- Cancelling your Wallapop Club membership

Wallapop Club is designed as a programme that is automatically included when you register as a Wallapop user. That said, Wallapop offers its users the option to opt out of Wallapop Club. To do so, members can contact Wallapop here.

As soon as Wallapop processes the member’s withdrawal from the programme, the user will lose all accumulated points and benefits, with no possibility of recovering them at a later date.

15.6. Information on Wallapop Club’s contact channels.

Users may receive transactional communications by email, via the inbox in the Wallapop app and through push notifications from the app itself. The purpose of these communications is to inform members about the accumulation of points and other activities related to their participation in Wallapop Club, in order to keep them properly informed about the status of their account and to optimise their experience as a Wallapop Club member.

15.7.- Processing of personal data.

Wallapop will process the personal data of programme members for the purpose of managing their participation in the Wallapop Club. For further information on the processing of personal data, Wallapop Club members may consult the Privacy Policy.

15.8.- Corrective measures

If Wallapop detects any fraudulent or suspicious behaviour, misuse of Wallapop Club benefits or a breach of Wallapop’s Terms and Conditions by a member, Wallapop reserves the right to suspend or terminate the member’s participation in the Wallapop Club and to withdraw all accumulated points without compensation, as well as to suspend or terminate Wallapop’s Services, without prejudice to any other action it deems necessary.

15.9. – Availability, modification and termination of the Wallapop Club

Wallapop does not guarantee the availability or continuous operation of the Wallapop Club. Wallapop shall not be liable to any member for any loss, damage or expense (including the loss of points) resulting from the modification, suspension or termination of the Wallapop Club programme, changes to these terms, or any interruption to the service, whether due to technical reasons, force majeure or any other cause.

Wallapop reserves the right, at its sole discretion, to amend or update the terms and conditions of the Wallapop Club at any time, including the points-earning structure, conversion rates, redemption options and the rules governing the expiry of points.

Wallapop reserves the right to suspend or terminate the Wallapop Club programme in its entirety at any time and for any reason. Upon termination, any remaining points will be automatically forfeited without entitlement to any compensation.

16. Wallapop Virtual Assistant

16.1.- Functionality of the Virtual Assistant

Wallapop offers its Users an automated messaging service, powered by artificial intelligence (hereinafter, the “Virtual Assistant”), to assist them in resolving enquiries and provide them with information on how the platform works, as well as related products and services.

16.2.- Availability and Access

Users may access the Virtual Assistant via the Platform. Wallapop reserves the right to suspend or discontinue access to the Virtual Assistant at any time and without prior notice.

16.3.- Limitation of Liability

Wallapop shall not be liable for any errors, interruptions or malfunctions in the operation of the Virtual Assistant, including, but not limited to, technical, software or internet connection errors. The operation of the Virtual Assistant may be affected by various factors, including, but not limited to, the following:

Technological limitations.
The complexity of enquiries made by Users.
Changes to Wallapop’s policies.

Wallapop endeavours to ensure the accuracy of the responses provided by the Virtual Assistant. However, it does not guarantee the accuracy, completeness or suitability of the information provided. Users are advised to verify the information using additional sources. Where necessary, the User will be redirected to the most appropriate communication channel.

The responses provided via the Virtual Assistant are solely and exclusively for information purposes and are not binding on Wallapop.

16.4. – User Responsibility

Users accept, acknowledge and undertake to use the Virtual Assistant in an appropriate and respectful manner and in accordance with the law, public morality and public order, as well as with these Terms and Conditions. Furthermore, they undertake to provide accurate and truthful information when interacting with the Virtual Assistant. Wallapop accepts no liability for any consequences arising from Users providing incorrect or inaccurate information.

Users undertake not to carry out the following actions, which are listed by way of example but are not exhaustive:

Using the Virtual Assistant for purposes or effects that are unlawful, fraudulent, defamatory or illegal, that contravene these Terms and Conditions, or that infringe the rights of Wallapop or third parties.
Using the Virtual Assistant to generate content that expresses or promotes hatred, harassment or violence; exploits or harms children; encourages self-harm; presents information that is illegal, sexual, political, harmful, false, misleading or deceptive; misuses personal data; or contains malware, unsolicited bulk content, ransomware, viruses or other software.
Using the Virtual Assistant in a way that may damage, disable, overload or impair the Service or the Virtual Assistant itself.
Impersonate another User, entity or person.
Attempt to access or use other Users’ accounts, devices or computer systems without authorisation.
Infringe the intellectual property rights of third parties, including, but not limited to, copyright, trade marks, patents or trade secrets.
Infringe the privacy of other Users or collect personal information about them without their consent.

In any event, the User shall be liable for any damages of any kind that Wallapop may suffer as a result of a breach of any of the obligations set out in these Terms and Conditions or of the applicable legislation in relation to the use of the Virtual Assistant.

Wallapop reserves the right to block, either temporarily or permanently, the accounts of Users who misuse the Virtual Assistant and contravene these Terms and Conditions.

16.5. Privacy and data protection

By using the Virtual Assistant, Users agree that Wallapop may collect and process certain personal data in accordance with our Privacy Policy. Wallapop implements appropriate security measures to protect the information collected via the Virtual Assistant against unauthorised access, disclosure, alteration or destruction.

16.6. – Amendments and updates

Wallapop may amend or update the terms and conditions applicable to the Virtual Assistant. The User will be notified of any material changes in good time, in accordance with the general amendment procedure set out in these Terms and Conditions, and the User may cease using the Virtual Assistant if they do not agree with such changes.

17. Single point of contact for the Digital Services Act

17.1.- Articles 11 and 12 of the Digital Services Act (“DSA”) require online platforms to designate a single point of contact to enable direct communication with EU users, the European Commission, the authorities of EU Member States and the European Digital Services Board in relation to the application of the DSA. Users can find further information about this point of contact here.

18. – Nullity and ineffectiveness of clauses

18.1. – Should any provision contained in these Terms and Conditions be declared wholly or partly null and void or unenforceable, such nullity or unenforceability shall affect only that provision or the part thereof that is null and void or unenforceable, whilst these Terms and Conditions shall remain in full force and effect in all other respects, and such provision shall be deemed not to have been included, either wholly or in part.

19. Data Protection

19.1.- The Privacy Policy describes the Users’ personal data collected by Wallapop and the purposes for which Wallapop processes such data. The Privacy Policy and any part thereof are not considered contractual clauses and do not form part of these General Terms and Conditions.

20. Force Majeure

Wallapop shall not be held liable if the non-performance or delay in the performance of any of its obligations results from a force majeure event. Force majeure is deemed to exist when an event beyond Wallapop’s control, which could not reasonably have been foreseen and whose effects cannot be avoided, prevents it from fulfilling its obligations.

In the event of a temporary impediment, fulfilment of the obligation shall be suspended, unless the delay justifies the termination of the contract.

In this regard, Wallapop shall not be held liable in the event of any circumstance or event beyond its control that prevents the performance of the contracted services under normal conditions; nor shall Wallapop be required to pay any compensation in such cases.

21. Dispute resolution, applicable law and competent jurisdiction

21.1.- Consumer Users are informed that, in the event of a discrepancy or dispute with Wallapop whilst using the Platform or any contracted Services, they may contact Wallapop via this form.

21.2.- Should the disagreement or dispute persist, or should the User be dissatisfied with the response provided by Wallapop, the User may resort to alternative dispute resolution mechanisms, such as any national dispute resolution body (a list of the European Commission’s consumer dispute resolution bodies, organised by country, can be accessed via the following link).

In this regard, the User is hereby informed that Wallapop is not affiliated with any alternative consumer dispute resolution body, nor is it bound by any regulation or code of conduct to participate in proceedings before a specific body.

21.3.- In the event of a dispute or conflict regarding the interpretation of these Terms and Conditions, as well as any matter relating to the services offered by Wallapop, such a dispute shall be governed by Spanish law.

21.4.- For the resolution of any disputes that may arise between Wallapop and users, both parties agree to bring the matter before the following courts and tribunals, depending on the user’s status:

In the case of Professional Users: the procedure set out in the Terms and Conditions for Professional Users must be followed and, where applicable, both parties shall bring proceedings before the courts and tribunals of the city of Barcelona (Spain), waiving any other jurisdictions that might be competent.
In the case of Consumer Users: the User may bring proceedings before the courts corresponding to Wallapop’s registered office, or before the courts of the place where the User is domiciled.

21.5.- In the event of a dispute between Users of the Platform, they must resolve their disputes in accordance with the legislation in force in Spain, and under no circumstances shall Wallapop take part in such a dispute.

The Wallapop name and logo are registered trademarks of Wallapop, S.L.U.

Last revision: 31 December 2023

Terms and Conditions for Business Users

1.- Am I a business user on Wallapop?

According to the European Regulation (EU) 2019/1150 of the European Parliament and of the Council of 20 June 2019 on promoting fairness and transparency for business users of online intermediation services (hereinafter, “P2B Regulation”), if you are a business user on Wallapop you have a series of rights and obligations that you must know.

Before being informed of these rights and obligations, you must know what should be understood as a business user to determine if these Terms and Conditions for Business Users (hereinafter, the “Conditions”) apply to you or not.

In this regard, we will help you with the following definition: according to the current regulation, a “business user” is considered to be any private individual acting within the framework of a commercial or professional activity or any legal entity (e.g. a company, foundation, or association) that offers goods or services to consumer users through our platform for purposes relating to their trade, business, craft, or profession (hereinafter, “Business User”).

2.- Definitions

According to the abovementioned P2B Regulation, there are several definitions that can be of your interest as a Business User in order to properly understand these Conditions.

Without limitation, the following definitions are highlighted:

– “Online intermediation services”: means services which constitute information society services; allow Business Users to offer goods or services to consumers, with a view to facilitating the initiation of direct transactions between those Business Users and consumers, irrespective of where those transactions are ultimately concluded; and are provided to Business Users on the basis of contractual relationships between the provider of those services and Business Users which offer goods or services to consumers.

– “Provider of online intermediation services”: means any natural or legal person which provides, or which offers to provide, online intermediation services to Business Users. In these Conditions, the Provider of online intermediation services is Wallapop.

– “Consumer”: means any natural person who is acting for purposes which are outside this person’s trade, business, craft or profession.

– “Ranking”: means the relative prominence given to the goods or services offered through online intermediation services (such as those provided by Wallapop), organised, or communicated by the Providers of online intermediation services, irrespective of the technological means used for such presentation, organisation or communication. This is the criteria used by Wallapop to post on its platform the user’s advertisements.

– “Mediation”: means a structured process whereby two or more parties to a dispute attempt by themselves, on a voluntary basis, to reach an agreement on the settlement of their dispute with the assistance of a mediator.

– “Durable medium”: means any instrument which enables Business Users to store information addressed personally to them in a way accessible for future reference and for a period of time adequate for the purposes of the information and allows the unchanged reproduction of the information stored.

3.- Applicable Conditions

These Conditions describe your rights and responsibilities regarding your use of our platform (the “Services”). If you are a Business User (as defined above), these Conditions govern your access to and use of our Services in addition to the Terms and Conditions of use and our Privacy Policy, applicable to all users.

P2B Regulation and these Conditions are applicable both to Wallapop and to you if you are a Business User. They are therefore legally binding.

These Conditions, the Terms and Conditions of use and the Privacy Policy, together form a binding contract between the Business User and Wallapop. If you use a specific service such as a payment or delivery service, its terms and conditions will also form part of the contract. The terms “we”, “our”, and “us” refer to Wallapop, S.L.

Please note that if you identify any contradiction between these Conditions and the Terms and Conditions of use, these Conditions shall take precedence.

4.- What do you have to take into account in the event that these Conditions are modified?

Wallapop shall notify Business Users in a durable medium of any proposed content modifications to these Conditions.

The proposed modifications shall not be implemented before the end of the notification period, which shall be reasonable and proportionate with respect to the nature and extent of the intended changes as well as the consequences for the Business User.

The notice period shall be at least fifteen (15) days from the date on which Wallapop communicates the proposed changes. Longer periods shall be provided where necessary to allow Business Users to make technical or commercial adjustments to comply with the modifications.

The Business User affected by such changes shall have the right to terminate the contract before the expiry of the notice period. Such termination shall be effective within fifteen (15) days from the receipt of the notice, unless a shorter period applies to the contract.

The Business User affected may waive the notice period, either in writing or by clear affirmative action, at any time after receipt of the notice.

During the notice period, the offer of new goods or services shall be deemed a clear affirmative action to waive the notice period, except in cases where the notice period is longer than fifteen (15) days.

The fifteen (15) day notice period shall not apply where Wallapop:

Is subject to a legal or regulatory obligation that requires it to modify the Conditions in a way that does not allow Wallapop to comply with the notice period.
Must exceptionally modify the Conditions in order to address an unforeseen and imminent danger related to the defence of online intermediary services, consumers or Business Users against fraud, malware, spam, data security breaches, other cybersecurity risks or similar risks.

Wallapop shall not impose retroactive modifications to the Conditions, except where it must comply with a legal or regulatory obligation or where retroactive modifications are beneficial to Business Users.

5.- Reasons why a decision to suspend or restrict Wallapop’s Service may be triggered

There are a number of circumstances which may lead to the restriction, suspension or termination of the Services of your Wallapop account as a Business User.

Your account Services may be suspended in the following cases:

For security reasons. We may suspend your account for security reasons, or due to reorganisation of IT resources and in order to improve their provision or configuration. In such cases, we will do our best to keep disruptions to a minimum.
If you do not comply with our rules of use. If you do not comply with the rules for the use of the Service regulated in clause 3 and/or the rules for the publication of advertisements regulated in clause 8 of the Terms and Conditions of use. In this case, Wallapop will contact you to inform you of this situation, unless one of the exceptions is applicable which exempts Wallapop from notifying this fact in accordance with the regulations, as will be explained below.
If one of your advertisements is reported by users or third parties as fraudulent or illegal. In such case, the advertisement will be disabled from the Wallapop platform and you will be notified. Wallapop will offer you the opportunity to clarify the facts and circumstances that led to the decision of disabling the advertisement, as mentioned above, insofar as the exceptions to the duty to notify the suspension or restriction do not apply.

The suspension or restriction of the Services of the Business User account implies that you will not be able to access the advertisements published on the Wallapop platform for the duration of the suspension or that you will not be able to access the advertisements that have been disabled. When you solve the issue after Wallapop has notified you of this suspension or restriction/disabling of the advertisement(s), you will be able to access your Business User account or the disabled advertisement(s) again and, if applicable, publish the advertisement(s) again.

In these cases of suspension, restriction, or disabling of advertisements, Wallapop will notify you beforehand or simultaneously about the action to be taken on your account or your advertisements. Specifically, Wallapop will send you a written communication indicating the reasons for the suspension or restriction of Services. The communication may be sent via the email address provided by you when registering as a Business User or by any other means that is considered to be a durable medium.

There are certain exceptions to the duty to notify the suspension/restriction of Services and the reasons why they were undertaken. Wallapop does not have to provide a statement of reasons where it is subject to a legal or regulatory obligation not to state the specific facts or circumstances or reference to the applicable reason(s), or where it can demonstrate that the Business User has repeatedly breached these Conditions or the Terms and Conditions of use.

The suspension or restriction of the Services or the removal of advertisements due to these reasons shall not give rise to any right to compensation or remuneration that you may claim from Wallapop.

In the event of temporary suspension, restriction or disabling, you may use the dispute resolution system set up by Wallapop for Business Users. This system has been set up to manage possible claims and discrepancies that may arise between Wallapop and you during the provision of the Services linked to your account. You can obtain more information about this system in clauses 9 and 10 of these Conditions.

In case of restriction or suspension, Wallapop gives the Business User the opportunity to clarify the facts and circumstances within the framework of the internal complaint handling procedure.

When the restriction or suspension is revoked by Wallapop, it shall without undue delay reinstate the Business User, including with regard to access to personal or other data that was generated by their use of the Services before the restriction or suspension took effect.

6.- Reasons why a decision to terminate Wallapop’s Service may be triggered

We inform you that in certain cases Wallapop may proceed to the termination of the Service contract linked to your Business User account.

The following are causes for termination of the provision of Services linked to your account:

Failure to pay for the Services contracted as a Business User.
Repeated non-compliance of the rules for the use of the Service regulated in the Terms and Conditions of use.
Unilateral termination by the Business User, at any time and without giving any reason whatsoever, notwithstanding that the parties may agree on other terms.

In the event of early termination of the Services linked to the Business User’s account due to a manifest infringement by Wallapop, you may be entitled to a refund of the proportional part already paid for such Services in advance.

The early termination of the Services does not extinguish or modify the rights and obligations of the Business Users or Wallapop arising prior to the early termination of the Services. In other words, invoices issued or to be issued for Services provided by Wallapop up to the effective date of termination shall be deemed due and payable and shall be passed on to the Business User, if applicable.

If Wallapop terminates all of the Business User’s Services, it shall provide the Business User, at least thirty (30) days before the termination takes effect, with a statement of the reasons justifying the decision on a durable medium.

This period shall not apply when Wallapop (neither the written statement):

Is subject to a legal or regulatory obligation that requires it to terminate or restrict the provision of all Services to a Business User in a way that does not allow it to respect such notice period.
Exercises its right of termination for an overriding reason under applicable regulations.
Can prove that the Business User concerned has repeatedly breached these Conditions and/or the Terms and Conditions of use, resulting in the termination or restriction of the Services.

7.- What are the consequences of the termination of Wallapop’s Services?

In the event of termination of the Services, as a Business User you have a migration period of thirty (30) additional calendar days from the end of the contracted period of Services. Or, in the event of non-compliance, you shall have the aforementioned thirty (30) day period, which shall commence with the notification announcing the termination.

During this period of time, you may download the information and content generated on the Wallapop platform. After this period of time, Wallapop will comply with the processing and retention periods regulated in the Privacy Policy

If the reason for termination of the Services is because you have breached the Terms and Conditions of use as a Business User, you will have ten (10) days to justify your action before terminating the Services. If, after a review, Wallapop considers that you have not acted against the Terms and Conditions of use, these Conditions and/or the Privacy Policy of Wallapop, we will reinstate access to your business account and the contents of your account.

During the time periods provided for in this section, you can use the available dispute resolution and complaints system. More information about this complaints system can be found in clauses 9 and 10.

In the event of termination, Wallapop offers the Business User the opportunity to clarify the facts and circumstances within the framework of the internal complaint handling procedure.

When the termination is revoked by Wallapop, it shall without undue delay reinstate the Business User, including with regard to access to personal or other data, or both, that was generated by his or her use of the Services before the restriction or suspension took effect.

8.- What are the criteria for classifying advertisements?

The ranking and visibility of advertisements on Wallapop is carried out based on different criteria such as:

The date of publication, in chronological order.
The use of filtering tools offered by our platform, which allows users to select search criteria.
The existence of paid subscriptions and featured ads.

The criteria that have the greatest impact on the ranking of advertisements and their visibility are paid subscriptions and featured advertisements, which are also paid. The characteristics of subscriptions and featured advertisements are described in the descriptions of such Services located in the help center on the Wallapop website. It should be clear that the criteria that influence the visibility of advertisements the most are those services where the user pays for a special publication service.

Wallapop will maintain and periodically update the variations that may occur in the criteria for the classification of advertisements on its platform.

9.- Find out about our complaints and mediation system

We have set up a free internal complaints handling system to ensure that as a Business User you have a channel through which you can send us complaints. It is everyone’s responsibility to ensure that this channel is useful and can resolve complaints within a reasonable period of time.

As a Business User, you will be able to file a complaint in these cases:

When you consider that we have not complied with any of our obligations in accordance with the P2B Regulation.
When technological problems occur that are directly related to the provision of Services and affect you.
When it is based on specific measures or conduct of Wallapop that are directly linked to the provision of Services and affect you.

Once we receive a complaint, we will analyse it with the utmost diligence. In doing so, we will take into account the relevance of the problem raised and the specific circumstances of each case. We will provide you with a reasoned response on the outcome of the procedure in an understandable and individualised written notification.

Please note that during the resolution of the complaint, we may maintain the decision to suspend, restrict or terminate the Service early and, after the complaint has been resolved, measures may be taken to reverse the situation if necessary. We also inform you that as a Business User you may at any time initiate a legal complaint if you deem it appropriate, whether or not the internal complaint procedure has been resolved.

In order to improve the processes, we undertake to verify, at least annually, the correct functioning of this system and, if necessary, make the appropriate changes to improve its effectiveness. If any changes are made to its operation, we will inform you about the amendment of these Conditions.

To file a complaint, you should contact us through this form.

Once the complaint has been received, it will be dealt with internally. Each complaint will be reviewed by a group of Wallapop professionals who will be in charge of resolving it. These professionals will have sufficient knowledge of customer service and of Wallapop’s business model, as well as sufficient legal knowledge to be able to deal with complaints objectively and in accordance with the law.

However, remember that you still have the Wallapop customer service system at your disposal for all issues that may not be as complex or do not involve a claim as such. Evaluate what your situation is and which is the ideal channel for an optimal solution to your problem.

On behalf of Wallapop we will inform you periodically about the use of this system by publishing information about the use that users make of the complaints system. In particular, we will annually verify the information on the functioning and effectiveness of the complaint system and, where significant modifications are necessary, update this information.

This information will specify:

The total number of complaints submitted.
The main types of complaints.
The average time required to process them.
The aggregated information in relation to the outcome of complaints.

The updated data for 2023 is shown below:

We have received 9758 cases.
Primary reason for contact:
- Account access: 23%.
- Shipping problem: 10%.
- Refund times: 8%.
100% of queries have been resolved within 82 hours.
Satisfaction rate: 64%.

10.- Can I as a Business User use alternative mediation systems?

If, despite submitting a complaint and once it has been resolved, you still consider that we have not resolved the dispute, you can access mediation systems to try to resolve the dispute out of court.

In accordance with the above, Wallapop will provide two dispute resolution mediators whose actions will meet the following requirements:

They shall be impartial and independent
Their mediation services shall be affordable for Wallapop Business Users.
May provide mediation services in the language of the Conditions governing the contractual relationship,
They shall be easily accessible either physically at the establishment or residence of the Business User or remotely using communication technologies.
They shall be able to provide their mediation services without undue delay.
They shall have sufficient knowledge to be able to contribute effectively to the resolution of disputes.

Accordingly, Wallapop provides access to the following dispute resolution mediators:

Institución de Mediación B2B de Confianza Online, linked to: https://www.mediaciononlineb2b.es/
Conflict Management Advisers Mediación B2B

In addition to the above, other mediation entities of recognised prestige may be appointed.

Please note that Wallapop will bear a reasonable part of the costs of mediation in each individual case, but the rest of the costs shall be charged to the Business User who has requested mediation.

Finally, we would like to inform you that going to mediation does not remove your right to take legal action, which we can also take. In other words, mediation is an option, not an obligation, and at no time will it limit the rights of either party to effective judicial protection.

11.- How do we process personal data at Wallapop?

Our Privacy Policy gives a detailed explanation of how personal data is processed at Wallapop.