Sibro Seller Agreement

20 October 2026

These terms govern access to Seller Central and the offer and sale of products by independent businesses through the Sibro marketplace. Read the complete Agreement before accepting it.

1. Agreement and scope

This Agreement governs access to Seller Central and the offer and sale of products by independent business sellers through Sibro. It is between the marketplace operator identified below and the legal person or individual business accepted as a seller. The person accepting it must have authority to bind that seller. The Seller Code of Conduct, product-safety rules, prohibited-products policy and applicable fee schedule form part of the Agreement only when identified and made available before acceptance. Mandatory law prevails over conflicting terms.

  • Marketplace operator: AATIF SAEED KHATOON (autónomo) — operating as Sibro.
  • NIF: 55626778J. Registered/business address: CALLE APAREJADOR ANTONIO MONZO 4 BAJO, QUART DE POBLET, 46930 VALENCIA, SPAIN.
  • Seller support, legal notices and complaints: support@sibro.es, CALLE APAREJADOR ANTONIO MONZO 4 BAJO, QUART DE POBLET, 46930 VALENCIA, SPAIN.
  • Agreement version 1.0: 20 October 2026. Effective date: 

2. Sibro’s role and the seller’s role

Sibro operates an online marketplace connecting independent business sellers with customers through its website and app. Sibro provides marketplace technology, product discovery, seller accounts, checkout, payment-related functionality and support tools. The independent seller identified in the product offer is the seller of the products and enters into the sales contract directly with the customer. This allocation of responsibilities does not exclude or limit obligations imposed directly on Sibro by applicable law.

  • Seller responsibilities: Sellers are responsible for the lawfulness and accuracy of their listings, product pricing, stock availability, delivery information and fulfilment commitments.
  • Products and after-sales service: Sellers remain responsible for their products, applicable invoicing and tax obligations, customer service, returns, refunds, legal guarantees and other after-sales obligations required by applicable law.
  • Independent businesses: Sellers operate independently. This Agreement does not create an employment relationship, partnership, franchise or exclusivity arrangement. Any limited authority granted to Sibro for payment-related or other specified functions is governed by the relevant provisions of this Agreement.
  • Platform support: Sibro may facilitate communications, payment-related processes and the resolution of customer issues, without removing the seller’s responsibilities or limiting Sibro’s own legal obligations.
  • Sales by the marketplace operator: At launch, the marketplace operator does not sell its own products through Sibro. Any future introduction of operator-owned product offers, including through “Sibro Online”, and any associated preferential treatment will be disclosed before implementation, with the Agreement updated and notice provided as required by applicable law.
  • Additional channels and affiliate programmes: Any additional distribution channels or affiliate programmes through which Sibro markets sellers’ products will be described in the applicable terms and made available to sellers before their participation.

3. Eligibility, identity and trader verification

Sellers must be legally entitled to conduct their business and offer their products in the markets they serve. Sellers must provide complete, accurate and current identity, business ownership, contact, registration, tax, payout and establishment information, together with supporting documents reasonably required for verification. Anyone acting on behalf of a seller must have authority to bind that seller.

Sibro may assess this information using supporting documents, reliable databases and verification service providers. Additional or renewed verification may be requested where proportionate or required by applicable law.

  • Approved identity and account: Use only the legal identity and seller account approved by Sibro. Do not impersonate another person or business.
  • Representatives and ownership: Identify authorised representatives and beneficial owners, and provide evidence of their identity or authority where reasonably necessary or legally required.
  • Keeping information current: Notify Sibro promptly of material changes to your identity, business ownership, registration, tax status, contact details or payout information.
  • Account restrictions: Do not create or use duplicate accounts to evade verification, restrictions, outstanding obligations or enforcement measures.
  • Approval before selling: Sellers may not publish product offers or begin selling until the required verification checks are completed and Sibro grants approval. Any required subscription and payment-provider onboarding must also be completed.
  • Incomplete or inaccurate information: Sibro may request corrections, updated information or additional supporting documents. Where necessary, Sibro may withhold approval or restrict selling until the issue is resolved, subject to applicable legal requirements and the notice, reasons and complaint procedures described in this Agreement.
  • Payment and verification are separate: Paying for a seller subscription does not itself establish identity approval or permission to sell. Any applicable cancellation or refund rights are governed by the relevant provisions of this Agreement and applicable law.
  • Privacy and document handling: Sibro processes verification information in accordance with its Privacy Notice and applicable data-protection law. The Privacy Notice explains the purposes of processing, relevant recipients, retention periods and individuals’ rights.

Verification or approval by Sibro does not relieve sellers of responsibility for the accuracy of their information, the legality of their business or the compliance of their products.

4. Account security and authorised users

The seller must take reasonable steps to safeguard account credentials and manage access by its authorised users. Each user’s access must be appropriate to their role and removed when no longer needed. The seller is responsible for managing its authorised users and their use of the account, subject to applicable law.

  • Protect account credentials: Use a strong, unique password and any available security controls. Do not disclose passwords or one-time security codes to other people.
  • Manage authorised access: Where user-access features are available, grant only the permissions needed for each person’s role. Remove access promptly when a person leaves the business or no longer requires it.
  • Prevent unauthorised use: Do not share the seller account with unapproved businesses or give third parties unrestricted access. Any service provider acting for the seller must be appropriately authorised and access the account only through permitted methods.
  • Keep contact details current: Maintain an accessible, monitored email address and current contact information so that Sibro can communicate account-security notices and recovery instructions.
  • Report security concerns: Report suspected account compromise, unauthorised access or fraud promptly through Sibro’s official support channel or support@sibro.es. Do not include passwords, one-time security codes or full payment-card details in your report.
  • Recognise legitimate support: Sibro support personnel will never ask you to disclose your password or one-time security codes. Enter these only in the official sign-in or verification interface of Sibro or the relevant payment provider, as appropriate.
  • Use official recovery channels: Use Sibro’s official account-recovery and support procedures. Sibro may request proportionate verification before restoring access or making sensitive account changes.

Sibro may take proportionate protective measures when it reasonably suspects that an account has been compromised, including temporarily restricting access or sensitive actions while the issue is investigated. Any such measures remain subject to applicable law and the relevant notice and complaint provisions of this Agreement.

5. Product eligibility and prohibited items

Sellers may offer only authentic products that may lawfully be advertised, sold, supplied and delivered to every destination to which they offer delivery. Before publishing an offer, sellers must check and comply with Sibro’s Prohibited Products Policy and any applicable category-specific requirements.

  • Prohibited products: Do not list counterfeit, stolen, unsafe, recalled or otherwise prohibited products, or products that have been unlawfully imported.
  • Rights and authorisations: Hold all licences, permissions and authorisations required to offer and sell the products. Ensure that the products and listing content, including photographs, descriptions and trademarks, do not infringe third-party rights.
  • Destination and delivery restrictions: Observe applicable age restrictions, import and export requirements, destination restrictions, transport rules and requirements for hazardous or restricted goods. Do not enable delivery to destinations where the product cannot lawfully be supplied.
  • Product compliance: Ensure that products meet applicable safety, labelling, packaging and traceability requirements. Provide required product information, warnings and instructions in the languages required for the destinations served. Apply CE marking only where required by the legislation applicable to the product.
  • Evidence of eligibility: Keep appropriate sourcing and compliance records and provide relevant supporting information when reasonably requested by Sibro or required by a competent authority.
  • Unsafe or non-compliant products: If a seller knows or has reason to believe that a product is unsafe, recalled, prohibited or otherwise non-compliant, the seller must immediately disable the affected offers, stop further sales and dispatches, and promptly notify Sibro through its official support channel.
  • Corrective action and cooperation: Cooperate with Sibro, relevant suppliers and competent authorities in any necessary investigation, customer notification, withdrawal, recall or other corrective action. Removing a listing does not end obligations relating to products already sold.
  • Platform restrictions: Sibro may remove or restrict offers that breach applicable law or its Prohibited Products Policy, or where reasonably necessary to address a credible safety or compliance concern. Such action remains subject to applicable law and the relevant notice, reasons and complaint procedures in this Agreement.

Approval of a seller account or publication of a listing does not constitute certification by Sibro that a product is lawful or compliant. Sellers remain responsible for their obligations, without limiting any duties imposed directly on Sibro by applicable law.

6. Product safety, conformity and traceability

The seller must ensure that products offered through Sibro comply with applicable EU and national product-safety, conformity, labelling, traceability and market-surveillance requirements, including Regulation (EU) 2023/988 on general product safety where applicable. The seller must fulfil the obligations arising from its role as manufacturer, importer, distributor or other relevant economic operator, taking account of the product and destination market.

  • Manufacturer and responsible-person details: Display the manufacturer’s name, registered trade name or registered trademark, together with its postal and electronic contact addresses, as required by applicable law. Where the manufacturer is established outside the EU, provide the name and postal and electronic contact addresses of the responsible person established in the EU where required. These details must be accurate and clearly visible in the online offer.

  • Product identification and safety information: Provide an accurate product image, product type or model and other required identifiers. Ensure that products, packaging, accompanying documents and online offers contain the identification, instructions, warnings and safety information required by applicable law, in the languages required for each destination market.

  • Conformity and CE marking: Complete or verify the conformity assessments, declarations, markings and other compliance measures required for the product and the seller’s legal role. Apply CE marking only where the applicable legislation requires it and the relevant requirements have been met. Do not use misleading certification or compliance claims.

  • Documents and traceability: Create, obtain, verify or retain technical documentation, declarations, test reports and supply-chain records to the extent required for the product and the seller’s legal role. Keep required records for the applicable statutory periods and provide relevant evidence to competent authorities and, on reasonable request, to Sibro.

  • Storage and transport: Ensure that storage, handling, packaging and transport arrangements under the seller’s responsibility do not compromise product safety or compliance.

  • Unsafe or non-compliant products: If the seller knows or has reason to believe that a product is unsafe or does not meet applicable requirements, it must promptly notify Sibro at support@sibro.es, stop affected offers and dispatches as appropriate, and take the corrective action required by law. The seller must not resume sales until the relevant safety or compliance issue has been resolved.

  • Incidents and authority notifications: Promptly inform Sibro of relevant product-safety incidents, recalls, withdrawals or authority enquiries affecting products offered through the marketplace. Fulfil any separate legal duties to notify manufacturers, importers, responsible persons or competent authorities, including through the Safety Business Gateway where required. Notifying Sibro does not replace those duties.

  • Corrective action and customer cooperation: Cooperate promptly with Sibro, other relevant economic operators and competent authorities on investigations, safety warnings, withdrawals and recalls. Provide the information needed to identify affected products and customers, communicate required safety notices and arrange remedies required by law. Removing a listing or closing a seller account does not end obligations relating to products already supplied.

Sibro may request relevant compliance information and take proportionate action concerning affected offers or accounts in accordance with this Agreement and applicable law. Seller approval, publication of a listing or a document check does not constitute product certification or a guarantee of compliance. Nothing in this section excludes or transfers obligations imposed directly on Sibro as an online marketplace provider.

7. Listings and pre-contract information

The seller must ensure that listings are accurate, clear, current and not misleading. Before a customer becomes bound by a purchase, the seller must provide the information required by applicable consumer law through Sibro’s available listing, seller-information and checkout tools. Information must be consistent across the product offer, seller policies and order details.

  • Product descriptions: Use accurate titles, images, descriptions and specifications. Clearly identify the product’s condition, quantity, dimensions, materials, compatibility and included accessories where relevant. Identify the selected variation accurately and disclose material limitations.

  • Seller identity and contact details: Provide the seller’s legal or business identity, geographical address and legally required contact and registration information. Make clear which independent business seller supplies the product and is responsible for the sales contract.

  • Prices and additional charges: Provide accurate prices so that customers can see the total payable, including applicable taxes and delivery or other mandatory charges, before ordering. Where a charge cannot reasonably be calculated in advance, explain how it will be calculated and that it may apply. Do not introduce undisclosed compulsory charges after the order.

  • Discounts and promotional claims: Ensure that crossed-out prices, discount percentages, savings amounts and promotional statements are accurate and supported by records. Where applicable law requires a previous-price comparison, use the legally required reference price—generally, for price-reduction announcements in Spain, the lowest price applied to identical products during the preceding 30 days, subject to applicable exceptions. Clearly state promotional conditions and duration.

  • Availability, payment and delivery: Keep stock availability, processing times and delivery estimates current. Clearly disclose delivery destinations, restrictions, payment arrangements and any conditions attached to free delivery. Do not advertise stock, dispatch dates or delivery promises that the seller cannot reasonably fulfil.

  • Withdrawal, returns and complaints: Provide the legally required information about withdrawal rights, applicable time limits, procedures, the model withdrawal form and responsibility for return costs. Clearly explain any lawful exception before purchase. Provide accessible complaint-handling and after-sales contact information. Seller policies must not restrict mandatory consumer rights.

  • Statutory rights and commercial guarantees: Inform customers of applicable statutory conformity rights. Where an additional commercial guarantee is offered, explain its provider, scope, duration and conditions, and make clear that it does not replace or reduce the customer’s statutory rights.

  • Special product requirements: Disclose relevant allergens, safety warnings, usage restrictions and instructions. For products with digital elements, digital content or digital services, provide legally required information about functionality, compatibility, interoperability, technical restrictions and updates where applicable.

  • Subscriptions and recurring purchases: Where supported by Sibro and lawfully offered, clearly disclose recurring charges, billing frequency, contract duration, minimum commitments, renewal arrangements and cancellation conditions before the customer agrees. Do not describe a recurring purchase as a one-off payment.

  • Fair presentation: Do not use false scarcity, fabricated reviews, misleading keywords, manipulated ranking signals or deceptive interface practices. Clearly identify advertising, sponsored promotions and other commercial communications where required by law.

  • Corrections and cooperation: Promptly correct inaccurate or outdated information and notify Sibro where an error may affect existing orders or customer rights. If Sibro’s available tools do not allow required information to be displayed, contact support@sibro.es before offering the affected product. Do not publish or continue an offer that lacks mandatory information.

Sibro may request supporting information and require corrections in accordance with this Agreement and applicable law. The seller remains responsible for the accuracy and completeness of information it supplies. Nothing in this section excludes Sibro’s own legal obligations or limits customers’ mandatory rights.

8. Prices, promotions and VAT

The seller independently sets its lawful selling prices and is responsible for the tax classification, registrations, invoicing, declarations and payments applicable to its business and transactions, except where law assigns an obligation to Sibro or another party. Consumer-facing prices must include applicable taxes where required, and delivery charges and other unavoidable costs must be clearly disclosed before the customer places an order.

  • Independent pricing and fair competition: Determine prices independently. Do not enter into unlawful price-fixing agreements, coordinate prices with competing sellers or engage in other anti-competitive conduct. Pricing and promotional practices must not be misleading, unfair or unlawfully discriminatory.

  • Accurate prices and charges: Keep product prices, variation prices, tax information and delivery charges accurate and current. Clearly disclose conditions affecting the total payable, including minimum-spend requirements and delivery destinations. Do not advertise a product as offering free delivery where undisclosed mandatory delivery charges apply.

  • Price reductions and savings claims: Ensure that advertised discounts, crossed-out prices, percentage reductions and savings amounts are genuine and supported by records. Apply the legally required previous-price rules. For price-reduction announcements in Spain, this generally means the lowest price applied to identical products during the preceding 30 days, subject to applicable exceptions. Do not inflate a reference price to create an artificial discount.

  • Promotional conditions and funding: Clearly state the duration, eligibility requirements, exclusions and other material conditions of seller promotions. Before a seller joins a Sibro promotion, Sibro will make available the applicable terms, including who funds the discount, any seller contribution and the treatment of fees, refunds and cancellations. Sibro-funded discounts must not be charged to the seller unless the seller has expressly agreed to the relevant contribution.

  • Tax and business information: Provide accurate legal identity, business-establishment, tax-registration and VAT information where applicable. Supply accurate information about where goods are stored and dispatched, and promptly update information that may affect tax treatment. Do not claim a VAT registration, exemption or special tax status without a lawful basis.

  • Invoices and corrections: Issue legally compliant invoices and corrective documents where required and where the obligation rests with the seller. Ensure that invoice details and tax treatment reflect the actual transaction. Any invoicing service supplied by Sibro or another provider is subject to its applicable terms and does not alter responsibilities imposed by law.

  • Cross-border sales and customs: Assess the VAT, import, export and customs requirements applicable to the seller’s sales and fulfilment arrangements, including destination-country rules and any relevant OSS or IOSS scheme. Clearly disclose applicable import charges and who is responsible for them before purchase, as required by law. Obtain appropriate professional advice where necessary.

  • Records and cooperation: Retain records supporting prices, promotions, invoices and tax treatment for the periods required by applicable law. Provide relevant, proportionate information reasonably requested by Sibro to fulfil its legal obligations or investigate an identified discrepancy, subject to applicable data-protection requirements.

Where marketplace tax rules require Sibro to be treated as a supplier for VAT purposes, collect or account for VAT, issue documents, retain records or report transactions, Sibro will fulfil those obligations. Such treatment for tax purposes does not, by itself, make Sibro the contractual seller of the product to the customer.

Nothing in this section transfers or excludes obligations imposed directly on Sibro, the seller or another party by applicable law.

9. Orders, stock and fulfilment

The seller must fulfil accepted orders accurately, safely and within the agreed handling and delivery timeframes. Maintain reliable stock information, use suitable packaging and provide accurate order-status updates. Using a supplier, warehouse, fulfilment provider or carrier does not remove the seller’s obligations to the customer under applicable law.

  • Stock and availability: Keep stock quantities, product variations and availability current. Clearly identify pre-orders, made-to-order products and any extended delivery arrangements before purchase. If an ordered product becomes unavailable, promptly inform the customer and Sibro and arrange the appropriate resolution without restricting the customer’s legal rights.

  • Correct products and condition: Supply the product, variation, quantity, accessories and condition agreed in the order. Do not substitute a different product or variation without the customer’s express agreement. Silence does not constitute agreement, and any agreed change must preserve applicable consumer rights.

  • Delivery commitments: Deliver within the timeframe agreed with the customer. For consumer goods sales subject to Spanish law, unless otherwise agreed, delivery must take place without undue delay and no later than 30 calendar days after the contract is concluded. Do not treat the creation of a shipping label or handover to a carrier as completed delivery to the customer.

  • Dispatch and tracking: Confirm dispatch only after the goods have actually been handed to the carrier or dispatched through the agreed delivery method. Provide genuine, accurate tracking information where available. Do not use false tracking numbers or misleading dispatch or delivery confirmations.

  • Packaging and transport: Use packaging appropriate to the product and transport conditions. Comply with applicable carrier requirements, dangerous-goods rules, product-safety requirements and packaging and environmental obligations. Include required instructions, warnings and accompanying documents.

  • Delivery destinations and charges: Clearly disclose shipping destinations, delivery restrictions, delivery charges and any free-delivery conditions before purchase. Provide legally required information about import charges and responsibility for customs formalities. Do not demand undisclosed compulsory delivery charges after the order.

  • Delays and cancellations: Promptly notify the customer through Sibro’s available communication tools or other authorised channels of any anticipated or actual delay, explaining the issue and providing a realistic revised estimate where possible. A notification does not by itself extend the agreed delivery deadline. Respect the customer’s rights to require delivery, terminate the contract or receive a refund under applicable law. Do not cancel an accepted order without a lawful basis.

  • Loss, damage and delivery disputes: Investigate missing, damaged, incomplete or incorrectly delivered orders promptly and cooperate with the customer, Sibro and the carrier. Where applicable consumer law places transit risk on the seller, do not require the customer to recover payment from the carrier before receiving a remedy owed by the seller. For consumer sales subject to Spanish law, risk generally passes when the customer, or a designated third party other than the carrier, takes physical possession, subject to statutory exceptions.

  • Third-party fulfilment: Ensure that suppliers and fulfilment providers can meet the product, dispatch, delivery and compliance commitments made to customers. Share customer information only as necessary for lawful fulfilment and in accordance with applicable data-protection requirements. Do not use third-party fulfilment arrangements to avoid responsibility for the order.

  • Records and cooperation: Retain relevant order, dispatch and delivery evidence for legally required periods and provide proportionate information reasonably needed to resolve a dispute. Carrier tracking or a delivery scan may form part of the evidence but must not be treated as automatically conclusive where delivery is reasonably disputed.

  • Refunds and remedies: Where an order is lawfully cancelled or a refund or other remedy is due, take the required action promptly through the applicable Sibro and payment-provider processes and within statutory deadlines. Do not make the customer’s remedy conditional on the seller first obtaining reimbursement from a supplier, warehouse or carrier.

Sibro may assist with order communications and dispute resolution without replacing the seller’s fulfilment obligations. Nothing in this section excludes Sibro’s own legal duties, limits mandatory consumer rights or permits an order practice prohibited by applicable law.

10. Consumer rights, returns and legal guarantees

The seller must honour mandatory consumer rights applicable to each transaction, including withdrawal rights and remedies for goods that are faulty or do not conform to the contract. These rights are separate from any voluntary return policy or commercial guarantee. This Agreement, seller policies and Sibro’s procedures must not reduce rights that cannot lawfully be waived.

  • Withdrawal rights and information: For eligible distance purchases, consumers generally have 14 calendar days to notify withdrawal without giving a reason. For goods, this period generally begins when the consumer, or a designated third party other than the carrier, receives them, subject to the rules for multiple deliveries and other applicable circumstances. Provide clear instructions, the legally required model withdrawal form and information about return costs before purchase. Failure to provide required withdrawal information may extend the withdrawal period under applicable law.

  • Exercising withdrawal: Accept a clear statement communicating the consumer’s decision to withdraw. Customers may use Sibro’s available tools, but use of a particular form or prior seller approval must not be required where the law permits another method. Unless the seller offers to collect the goods, consumers must generally send them back within 14 calendar days after communicating withdrawal.

  • Lawful exceptions: Apply an exception to withdrawal only where its statutory conditions are satisfied. A product category label alone does not establish an exception. Provide any required information and obtain any express consent or acknowledgement required by law before relying on an exception.

  • Withdrawal refunds: Refund payments legally due without undue delay and generally within 14 calendar days after being informed of withdrawal. Include the cost of the least expensive standard outbound delivery offered, where required; additional costs of a more expensive delivery option expressly chosen by the customer need not be refunded. For goods, unless the seller has offered collection, reimbursement may be withheld until the goods are received or the consumer supplies evidence of return, whichever occurs first.

  • Refund method and charges: Use the original payment method unless the consumer expressly agrees otherwise and incurs no additional cost. Do not impose refund fees or require acceptance of store credit instead of a monetary refund legally due. Use the applicable Sibro and payment-provider processes without allowing internal approval procedures to override statutory deadlines.

  • Withdrawal return costs and handling: Consumers may bear the direct cost of a withdrawal return only where permitted by law and properly informed before purchase, unless the seller has agreed to pay it. Any deduction for diminished value must be legally justified and limited to loss caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Do not impose an automatic restocking fee or refuse statutory withdrawal solely because original packaging is missing.

  • Faulty or non-conforming goods: Provide the remedies required by applicable law, including repair, replacement, proportionate price reduction or termination and refund when the relevant legal conditions are met. Respect the consumer’s legally available choice of remedy and the statutory rules governing when a remedy may be refused or another remedy becomes available.

  • Costs and practical arrangements for remedies: Where required by law, repair or replacement must be free of charge, completed within a reasonable time and without significant inconvenience to the consumer. Bear necessary transport, postage, labour and material costs and any other costs legally assigned to the seller. Do not treat a non-conformity claim as a change-of-mind return to shift those costs to the customer.

  • Legal guarantee periods: Apply the statutory conformity rules governing the transaction. For consumer goods sales subject to Spanish law, the seller generally answers for non-conformity existing at delivery and becoming apparent within three years of delivery. For second-hand goods, a shorter period may be expressly agreed where lawful, but it must not be less than one year. Apply the relevant separate rules for digital content, digital services and goods with digital elements.

  • Accessible claims and evidence: Provide a practical way to submit and follow up claims. Reasonable requests for photographs, proof of purchase or other evidence must be proportionate and must not prevent customers from exercising mandatory rights. Do not make all claims conditional on a fixed number of photographs, an original receipt where other adequate proof exists, original packaging or use of one exclusive online procedure.

  • Seller responsibility and commercial guarantees: Do not require the customer to pursue the manufacturer, supplier or carrier first where the seller owes the legal remedy. An additional commercial guarantee must clearly identify its provider, scope, duration and conditions and explain that statutory consumer rights remain unaffected.

  • Cooperation and continuing obligations: Respond promptly to customer claims and cooperate with Sibro on returns, refunds and disputes. Keep appropriate records, respect applicable data-protection requirements and complete remedies within statutory deadlines. Closing a listing or seller account does not end obligations relating to products already sold.

Sibro may facilitate communications, returns and refund processing without replacing the seller’s legal obligations. Nothing in this section excludes duties imposed directly on Sibro, makes mandatory consumer rights dependent on discretionary approval or limits access to competent authorities, available dispute-resolution procedures or courts.

11. Customer service and communications

The seller must communicate respectfully, clearly and accurately with customers and provide accessible support for orders, delivery issues, returns, refunds and complaints. Monitor the contact channels used for the seller’s business and respond without undue delay, within any applicable statutory deadline and any service standard expressly agreed with Sibro.

  • Clear and helpful responses: Address the customer’s actual enquiry, explain available next steps and provide accurate information. Do not make misleading promises, repeatedly send irrelevant replies or represent an unresolved issue as resolved.

  • Order communication channels: Use Sibro’s available messaging and support tools where practicable so communications can be connected to the relevant transaction. Where another lawful channel is used, retain an appropriate record. Do not reject an otherwise legally valid notice solely because the customer did not use a preferred Sibro form or channel.

  • Response standards and updates: Comply with service standards made available and agreed under this Agreement. An acknowledgement or automated reply is not the same as resolving a complaint. Where investigation is needed, explain the next steps and provide reasonable progress updates without allowing internal procedures to extend statutory deadlines.

  • Seller identity and contact information: Keep legally required business, contact and complaint-handling information accurate and accessible. Clearly identify when a message comes from the independent seller rather than Sibro. Do not impersonate Sibro, a payment provider or another business.

  • Security and sensitive information: Never ask customers to disclose passwords, one-time security codes, payment-card security codes or full payment-card details in messages, email or telephone conversations. Request identity documents or other sensitive information only where necessary, lawful and proportionate, using an appropriate secure process.

  • Payments and customer rights: Do not pressure customers to move payment outside Sibro, make an additional undisclosed payment or abandon a statutory right, complaint or available dispute process. Never make a refund, replacement or other remedy legally due conditional on removing or changing a review.

  • Respectful treatment: Do not harass, threaten, discriminate unlawfully against or retaliate against customers. Keep communications relevant to the enquiry or transaction and avoid repeated unwanted contact.

  • Customer information and marketing: Use customer information obtained through Sibro only as necessary for fulfilment, support and applicable legal obligations, unless another use is expressly permitted by Sibro and independently lawful. An order does not, by itself, authorise adding a customer to a marketing list. Any permitted promotional communications must comply with applicable consent or statutory-exception rules and provide required, simple and free opt-out mechanisms.

  • Complaints and escalation: Investigate complaints fairly and provide a clear response explaining the outcome and any available next steps. Customers and sellers may contact Sibro at support@sibro.es for assistance with unresolved marketplace issues. Cooperate with reasonable requests for relevant order information and evidence, while protecting personal data.

  • Urgent issues: Promptly notify Sibro of suspected fraud, account compromise, threats or product-safety concerns affecting a transaction. Take any immediate action required by law or necessary to prevent further harm. Contacting Sibro does not replace a duty to notify competent authorities or emergency services where applicable.

  • Records and confidentiality: Keep relevant communication and complaint records for the periods required by law and as reasonably necessary to manage the transaction or dispute. Limit access to authorised persons, protect records appropriately and do not publish private customer communications or personal information without a lawful basis.

Sibro may facilitate communications and review escalated issues without replacing the seller’s customer-service obligations or guaranteeing a particular dispute outcome. Any additional response targets, support hours or escalation procedures will be communicated clearly before they apply, in accordance with this Agreement and applicable law.

Nothing in this section excludes Sibro’s own legal obligations, restricts mandatory consumer rights or prevents a customer from contacting competent authorities, using available dispute-resolution procedures or bringing proceedings before a competent court.

12. Payments, fees, subscriptions and set-off

Sellers pay the subscription fee for their selected plan and a separate sales commission for Sibro’s marketplace services. Payment processing is provided through the payment providers made available by Sibro, subject to their applicable terms. Prices, applicable taxes, recurring-payment conditions and any additional agreed charges must be disclosed before the seller commits to payment.

  • Subscription plans: The Starter plan costs €18 plus applicable IVA/VAT every three months; the Growth plan costs €30 plus applicable IVA/VAT every six months; and the Annual plan costs €50 plus applicable IVA/VAT every twelve months. These subscription fees are separate from sales commission. Checkout must show the applicable tax and total payable.

  • Automatic renewal: Each plan renews automatically at its selected interval until renewal is cancelled. By subscribing, the seller authorises recurring collection through the supported payment-provider process. The subscription confirmation must identify the selected plan, billing period and next payment date.

  • Seller approval and subscription commencement: Payment does not constitute seller approval or guarantee access to selling tools. Sibro aims to review complete applications within 2–5 days. This is an estimated timeframe; additional checks or missing information may extend the review, and the applicant will be informed of any delay. The paid subscription period begins only after approval and activation of selling access. Time awaiting approval does not reduce the purchased period, and renewal dates must follow that activation date. If Sibro refuses the application, it will refund the full subscription payment, including any IVA/VAT charged, and cancel all future subscription renewals.

  • Cancelling renewal: The seller may cancel future renewal through the available subscription-management tools or by contacting support@sibro.es before the next scheduled collection. Sibro will confirm cancellation and explain when future billing and access end. Cancelling renewal does not, by itself, cancel an existing paid period or create an entitlement to a refund; applicable legal rights, billing corrections and expressly agreed refund terms remain unaffected.

  • Plan changes: Before a seller confirms an upgrade, downgrade or other plan change, Sibro will disclose its effective date, resulting charges, renewal date and any credit or proportional adjustment. No particular adjustment is assumed unless expressly stated in the applicable offer.

  • Sales commission: Sibro charges a commission of 15% on the product sale amount excluding product IVA/VAT and shipping charges. The calculation uses the amount after seller-funded product discounts; any different treatment of Sibro-funded promotions must be disclosed in the promotion terms before participation. Applicable IVA/VAT is added to Sibro’s commission according to the relevant tax rules.

  • Shipping charges: Shipping charges are excluded from the commission calculation. The seller remains responsible for arranging fulfilment and meeting its delivery obligations. Any delivery charge collected from the customer must match the disclosed offer and checkout terms.

  • Commission following statutory withdrawal: Where a customer validly exercises an applicable statutory withdrawal right within the legally applicable period, Sibro will reverse the commission attributable to the refunded product amount once the customer refund has been processed. This includes a proportionate reversal where only part of an order is returned and refunded. Any corresponding adjustment to IVA/VAT charged on the commission will be documented where required.

  • Commission on seller-fault returns: Where a customer refund results from seller responsibility, including an incorrect, faulty, damaged or misdescribed product, the commission attributable to that sale remains payable unless Sibro approves an exceptional reversal. This concerns fees between Sibro and the seller only. It must not reduce the customer’s refund or other remedy, or result in an additional charge to the customer.

  • Exceptional commission reversals: The seller may request a full or partial commission reversal by providing the relevant order details, reason for the refund and supporting information. Sibro will review the documented circumstances, including responsibility for the issue, any correction of an error and any agreed resolution, and explain its decision. Resolving a dispute does not automatically entitle the seller to a reversal. Comparable cases will be assessed consistently, and the seller may challenge a decision through the applicable complaint procedure.

  • Other charges and payment-provider fees: Any payment-processing, currency-conversion, chargeback or optional-service fee payable by the seller must have a clear basis in terms disclosed and accepted before it applies. This section does not create an unspecified additional fee. Payment-provider charges are governed by the applicable provider terms and any expressly agreed allocation between Sibro and the seller.

  • Statements and tax documents: Sibro will provide appropriate invoices, credit notes or statements identifying subscription charges, commissions, applicable taxes and approved adjustments. Sellers must keep their billing and tax information accurate and promptly report suspected errors.

  • Deductions and set-off: Where permitted by law and the agreed payment arrangements, documented fees or other amounts properly due may be deducted from seller proceeds. Statements must identify the amount and reason, and deductions must not duplicate amounts already recovered. Legal set-off may be used only where its applicable conditions are met. Payment-provider reserves or holds are separate measures governed by their disclosed terms and applicable law.

  • Disputed charges: Sellers may raise a billing or deduction dispute at support@sibro.es, identifying the transaction and reason for disagreement. Sibro will review relevant evidence, explain the outcome and correct established errors. This procedure does not remove the seller’s legal rights or make Sibro’s decision conclusive.

  • Changes to fees and renewal terms: Changes will follow the notice and amendment provisions of this Agreement and applicable law. Sibro will clearly identify the change, its effective date and any applicable cancellation or termination rights. A fee change will not retrospectively alter charges already incurred.

Customer refunds and mandatory remedies must be processed within applicable legal deadlines, independently of any disagreement about Sibro’s commission or other seller fees. Nothing in this section excludes obligations imposed directly on Sibro, the seller or a payment provider by applicable law.

13. Payouts, reserves and financial checks

Sellers request withdrawals of eligible earnings through Seller Central, subject to administrative review and approval. Withdrawals are not automatically paid on each sale. Eligibility depends on the order status, waiting period, available balance, payment settlement and any lawful, justified restrictions described below.

  • Withdrawal methods: Sellers may request payment by bank transfer or PayPal, using the methods available in their account. The seller must complete the required payment details before submitting a request.

  • Minimum withdrawal: The minimum withdrawal request is €50 from the seller’s eligible available balance, after applicable fees, refunds and other properly documented adjustments. The minimum does not authorise forfeiture of a smaller balance when the account closes.

  • Eligible orders and waiting period: Earnings must relate to orders marked Completed and satisfy the configured two-day withdrawal waiting threshold. Processing and On-hold orders are not eligible. Meeting these conditions does not override payment-settlement requirements or a justified restriction affecting the relevant funds.

  • Review and processing: Sibro aims to review complete withdrawal requests within 2–5 business days after submission. This is a review target, not a guarantee of receipt in the seller’s bank or PayPal account. Additional verification, an identified dispute, payment-provider restrictions or legal requirements may extend processing. Sibro will explain any delay and required next steps where disclosure is permitted.

  • Payment after approval: Following approval, Sibro will initiate the payment without undue delay through the selected method. Receipt depends on the bank or payment provider, including its processing times, holidays, verification requirements and any applicable currency conversion. Approval of a request must not be represented as confirmation that funds have already arrived.

  • Withdrawal charges: Sibro currently charges no separate withdrawal fee for bank transfer or PayPal. Any applicable third-party receiving, banking or currency-conversion charges are governed by the relevant provider’s terms. Any future Sibro withdrawal fee must be disclosed and introduced in accordance with this Agreement and applicable law.

  • Payment details and financial checks: Keep beneficiary, bank, PayPal, business and tax details accurate and current. The payout account must belong to the approved seller or another beneficiary expressly authorised and accepted under the applicable verification process. Sibro or its payment provider may request information reasonably necessary to verify identity, account ownership, transaction legitimacy or compliance with legal requirements, using an appropriate secure process.

  • Justified holds and reserves: Funds may be delayed or reserved only where permitted by law and the applicable payment arrangements, and where reasonably necessary to address an identified exposure, such as an unresolved refund, chargeback, suspected fraud or legal restriction. Sibro must not impose an arbitrary reserve or retain unrelated funds merely because a complaint exists.

  • Reasons, scope and review: For a hold or reserve imposed by Sibro, provide the seller with its reason, the amount or calculation basis, the conditions for release and the expected review date or review interval, where disclosure is permitted. Limit the restriction to a proportionate amount and duration, review it regularly and release funds when the relevant basis no longer applies. If disclosure is legally restricted or would compromise a legitimate investigation, provide the information that can lawfully be shared.

  • Payment-provider restrictions: A bank or payment provider may impose its own verification requirements, reserves or restrictions under applicable law and its terms. Sibro will distinguish those measures from restrictions it imposes itself and assist with reasonable enquiries within its ability. Sibro cannot guarantee release dates controlled by an external provider or competent authority.

  • Failed or rejected requests: Where a request cannot be approved or a payment fails, explain the reason and available corrective steps where permitted. Correctable errors should be addressed through updated verified details or a new request. A failed payment does not, by itself, extinguish the seller’s entitlement to the underlying eligible balance. Prevent duplicate payments when retrying a transfer.

  • Statements and disputes: Make available appropriate records of withdrawal requests, payments, fees, adjustments and reserved amounts. Sellers may report discrepancies or challenge a hold, deduction or rejected request at support@sibro.es. Sibro will review relevant evidence, explain the outcome and correct established errors. The complaint process does not make Sibro’s decision legally conclusive.

  • Suspension and account closure: Suspension or closure does not, by itself, permit indefinite retention or forfeiture of seller funds. After properly due adjustments and any justified restrictions, arrange payment of the remaining balance, including a balance below the ordinary €50 minimum, subject to verification and applicable law. Explain any amount still retained and its release or review conditions.

Deductions and set-off remain subject to section 12 and applicable law. A withdrawal restriction must not be used to delay a customer refund or other mandatory remedy. Nothing in this section excludes duties imposed directly on Sibro, the seller or a payment provider, or restricts access to competent authorities or courts.

14. Reviews, rankings and marketplace integrity

Sellers must not manipulate reviews, search results, recommendations, sales rankings, traffic or other marketplace signals. Product information, customer feedback and promotional claims must be genuine and must not mislead customers about a product, seller or paid placement.

  • Equal treatment of subscription plans: Starter, Growth and Annual subscriptions receive the same treatment for product placement. Purchasing a longer subscription does not, by itself, improve ranking. Separately purchased advertising is distinct from the seller subscription.

  • Standard catalogue ordering: Sibro’s standard catalogue is configured to use sales popularity as its default ordering criterion. This gives sales performance priority when that ordering applies. Customer-selected sorting and filters may change the products displayed and their order. This description concerns standard catalogue ordering and does not imply that every search, recommendation or specialised product section uses the same method.

  • Ranking transparency: Sibro will make available an accurate explanation of the principal parameters used for keyword searches, recommendations and other materially different ranking systems, including the reasons for their relative importance. Any material influence of payment or a commercial relationship on placement must be explained. Changes to these arrangements will follow this Agreement and applicable law.

  • Separately purchased advertising: Sellers may purchase sponsored product advertising, subject to available slots and product eligibility. The current price is €10 plus applicable IVA/VAT per product for a ten-day advertising period. Advertising is not included in the three subscription plans. The purchase process must disclose the total payable, duration, activation arrangements and applicable placement conditions before payment.

  • Effect of sponsored placement: Advertising provides preferential visibility in the catalogue placements covered by the advertising offer, including placement ahead of non-advertised products where that feature applies. It does not guarantee the first position on every page, inclusion in every search or a particular number of views, clicks, orders or sales. The applicable offer must explain the placements covered and how competing sponsored products are ordered.

  • Advertising identification: Paid placements must be clearly identified as “Sponsored” or an equally clear advertising label wherever they receive paid prominence. Payment for advertising is not a product endorsement, safety certification or guarantee of quality by Sibro.

  • Advertising eligibility and interruptions: Advertised products remain subject to the same listing, product-safety and seller-conduct requirements as other products. Before purchase, applicable advertising terms must explain cancellation, removal, interruptions and any extension, credit or refund arrangements. Purchasing advertising does not exempt a seller from enforcement under this Agreement.

  • Genuine reviews: Reviews must reflect a genuine experience. Do not submit, buy, commission or coordinate fabricated reviews, create sham purchases to obtain review badges, or misrepresent feedback from another product or seller. Do not offer rewards conditional on a positive review or on removing or changing criticism.

  • Verification claims: Sellers must not describe a reviewer, purchase or seller as verified unless the relevant check has actually been performed. Sibro will explain whether and how it checks the origin of published reviews and what any verification label means. A purchase-verification label does not certify that every statement in a review is accurate.

  • Fair moderation and reporting: Reviews must not be removed or suppressed merely because they are negative. Suspected fake, abusive, unlawful or otherwise policy-infringing reviews may be reported through available reporting tools or support@sibro.es. Moderation must follow disclosed rules, apply consistently and preserve applicable notice and complaint rights.

  • No manipulation or retaliation: Do not use artificial orders, bots, misleading keywords, coordinated clicks or other deceptive activity to influence visibility or performance measures. Do not harass reviewers, expose their personal information or make a refund or other remedy legally due conditional on changing feedback.

  • Sibro’s own offers and future changes: At launch, Sibro operates as a marketplace for independent business sellers and does not offer its own products for sale. If Sibro later introduces its own offers or differentiated treatment for affiliated sellers, it will disclose the arrangements and reasons, update the relevant terms before implementation and comply with applicable notice requirements.

Sibro may investigate suspected manipulation and take proportionate action under this Agreement and applicable law. Sellers may challenge relevant decisions through the applicable complaint procedure. Nothing in this section excludes Sibro’s own transparency obligations or limits mandatory customer or seller rights.

15. Intellectual property and content licence

The seller retains ownership of intellectual property rights it owns in its listing content, business name, logos, photographs and other materials supplied to Sibro. Materials owned by manufacturers, photographers or other third parties remain the property of their respective rights holders. This Agreement does not transfer ownership of seller content to Sibro.

  • Authority to supply content: The seller must own, or have sufficient permission to use and license, the materials it supplies. This includes product photographs, descriptions, trademarks, videos and other protected content. Buying or reselling a product does not automatically grant permission to copy another person’s photographs or text.

  • Licence to Sibro: For the duration of this Agreement, the seller grants Sibro a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, communicate to the public, format and translate supplied content as reasonably necessary to operate the marketplace and promote the seller’s offers. The worldwide scope supports online accessibility and service delivery; it does not expand the destinations to which the seller agrees to sell or deliver.

  • Permitted channels and purposes: The licence covers Sibro’s website, marketplace app and transaction-related communications. Promotional use may include Sibro-operated social-media accounts, newsletters and online advertising that promote the marketplace or the seller’s offers. Any additional distribution channel or affiliate programme must be identified and made available to the seller under this Agreement before participation. The licence does not authorise selling seller content as a standalone asset or using it to promote unrelated products.

  • Service providers: Sibro may permit its hosting, technical, translation and advertising providers to use the content only to the extent reasonably necessary to perform services for Sibro within the purposes of this licence. This does not grant those providers an independent right to exploit the content for their own unrelated purposes.

  • Formatting and translation: Sibro may resize images, create thumbnails, adjust formatting and translate content for marketplace presentation. Changes must not materially misrepresent the product, remove legally required information or falsely imply endorsement. Respect applicable attribution requirements and moral rights. Sellers should promptly report material errors so they can be investigated and corrected.

  • Accuracy and third-party rights: The seller must ensure that supplied content and its use under this licence do not infringe copyright, trademarks, design rights, privacy or other applicable rights. Provide relevant evidence of permission or authenticity where reasonably requested in connection with an identified concern.

  • Removal and termination: When content is removed or this Agreement ends, Sibro will cease new promotional use and remove the content from active listings and promotional placements under its control within a reasonable period. Limited retention or use may continue where necessary for existing orders, customer support, legal compliance, dispute handling and secure backups. Retained material must not be repurposed for unrelated advertising. Continued promotional use beyond this licence requires a separate lawful basis or permission.

  • Third-party copies and caches: Removal from Sibro does not guarantee immediate deletion from search-engine caches or copies independently made by third parties. Sibro will take reasonable steps within its control concerning copies distributed through its service providers and will cooperate with substantiated requests where appropriate.

  • Sibro and third-party materials: Sibro retains rights it owns in its branding, original platform content and software. Third-party themes, plugins, software and other materials remain subject to their respective ownership and licence terms. Sellers receive only the permissions needed to use the marketplace under this Agreement and any applicable brand-use instructions.

  • Reporting infringement: Rights holders or their authorised representatives may report suspected infringement through any designated reporting tool or at support@sibro.es. Reports should identify the protected material or right, the affected listing or content location, the basis of the complaint and relevant supporting evidence, together with contact details. Do not submit knowingly false or misleading reports.

  • Review and challenge: Sibro will assess sufficiently detailed reports and take appropriate, proportionate action under applicable law and this Agreement. Where required, affected sellers will receive reasons and information about available complaint or appeal procedures and may provide evidence of ownership, permission or another lawful basis. A complaint alone does not conclusively establish infringement, and urgent action may be taken where legally required.

No broader transfer of intellectual property rights is implied. Nothing in this section excludes Sibro’s own legal responsibilities, waives rights that cannot lawfully be waived or prevents a party from seeking a remedy before a competent authority or court.

16. Data protection and confidentiality

Each party must comply with applicable data-protection law, including the General Data Protection Regulation (GDPR) and applicable Spanish legislation, for processing under its responsibility. Personal information must be processed lawfully, fairly, transparently and securely, and limited to what is necessary for a specified purpose. Accepting this Agreement does not constitute consent to every use of personal information.

  • Roles and responsibilities: Each party is responsible as a controller where it independently determines the purposes and means of processing, including its own applicable business and legal obligations. The parties’ roles depend on the actual activity. Where one party processes personal data on behalf of the other, the required processing agreement must be in place before that processing begins. Where they jointly determine purposes and means, they must establish the joint-controller arrangements required by law. This section does not replace those arrangements.

  • Privacy information and lawful bases: Sibro explains its processing in its Privacy Notice, including the controller’s identity, purposes, lawful bases, recipients, international transfers, retention criteria, individual rights and contact details. Sellers must provide any privacy information required for their own processing. Each party must establish an appropriate lawful basis; contractual acceptance must not be used as blanket consent for unrelated activities.

  • Use of customer information: Sellers may use information received through Sibro only as necessary for the relevant transaction, fulfilment, support, fraud prevention and applicable legal obligations, unless another use is expressly permitted under this Agreement and independently lawful. Do not sell customer information, disclose it for unrelated purposes or add customers to marketing lists merely because they placed an order.

  • Access and service providers: Restrict access to authorised persons who need the information for their duties and are subject to appropriate confidentiality obligations. Share only necessary information with carriers, fulfilment providers, advisers or other lawful recipients. Where a service provider acts as a processor, put the legally required contractual safeguards in place.

  • Verification documents: Collect identity, business and verification documents only for stated, lawful onboarding or compliance purposes and to the extent necessary. Use appropriate secure submission and storage processes, restrict access and avoid unnecessary copies. Do not publish private verification documents or disclose them to unrelated sellers or customers.

  • Security safeguards: Implement technical and organisational measures appropriate to the risks, including access controls, secure authentication, protection of devices and exports, and secure transfer and storage where appropriate. Remove access when it is no longer required. Do not request passwords, one-time security codes or payment-card security codes through support messages.

  • Retention and deletion: Keep personal information only for as long as necessary for the stated purposes and applicable legal obligations. Apply appropriate deletion, anonymisation or restricted archiving when active use is no longer justified. Account closure does not automatically require deletion of records that must lawfully be retained, but retained records must not be reused for unrelated purposes.

  • International access and transfers: Before sharing personal information with a recipient outside the European Economic Area, assess whether GDPR international-transfer rules apply, including to remote access. Where required, establish a valid transfer mechanism and any necessary supplementary safeguards. A seller’s acceptance of this Agreement does not, by itself, authorise an international transfer.

  • Individual rights and cooperation: Each party must handle requests concerning personal data under its responsibility within applicable legal deadlines. Where a request also concerns the other party, cooperate and securely direct the relevant information to the appropriate contact without unnecessary delay. Verify identity proportionately and do not disclose unrelated personal information.

  • Security incidents: Notify the other party without undue delay after becoming aware of a personal-data breach affecting information shared under this Agreement or materially affecting the other party’s compliance duties. For notifications to Sibro, contact support@sibro.es promptly, initially providing the information available and supplementing it as necessary. Cooperate on containment, investigation, remediation and required communications. Notification to Sibro does not replace any separate duty to notify a supervisory authority or affected individuals within applicable deadlines.

  • Confidential business information: Protect non-public commercial, technical and security information received from the other party and use it only for purposes connected with this Agreement or another authorised purpose. This obligation does not cover information that is lawfully public, independently developed, lawfully received without a confidentiality restriction or approved for disclosure.

  • Permitted disclosures: Confidential information may be shared with personnel, professional advisers and service providers who need it and are subject to appropriate duties, or where disclosure is required or permitted by law. Where lawful and appropriate, notify the other party of a compulsory disclosure and limit it to what is required. Nothing prohibits lawful reporting to authorities, protected whistleblowing or disclosures necessary to exercise legal rights.

  • Continuing obligations: Applicable data-protection duties continue for as long as information is processed. Confidentiality obligations continue after this Agreement ends for as long as the information remains confidential, subject to applicable law and the exceptions above.

Privacy enquiries and incident reports concerning Sibro may be directed to support@sibro.es. Neither this Agreement nor the Privacy Notice transfers responsibility for one party’s unlawful processing to the other or excludes rights and obligations imposed directly by applicable law.

17. Illegal content, notices and cooperation

Sibro accepts electronic reports of suspected illegal products, listings, reviews and other content through support@sibro.es and any designated reporting tools made available on the marketplace. Reports will be assessed diligently, objectively and without arbitrary treatment. Sellers must cooperate with lawful investigations and requests concerning their products or content.

  • Submitting a report: Identify the exact URL or other precise location of the content, explain why it is considered illegal and provide relevant supporting information. Include the reporting person’s or organisation’s name and email address where legally required, together with a statement confirming a good-faith belief that the information and allegations are accurate and complete. Statutory exceptions to identification requirements remain applicable.

  • Accessible reporting: A person does not need to be a registered seller or customer to report suspected illegal content. Provide sufficient information to identify and assess the issue, but do not send unnecessary personal information or copies of material whose possession or distribution may itself be unlawful.

  • Acknowledgement and assessment: Where electronic contact details are provided, Sibro will acknowledge receipt without undue delay. Sibro will assess the identified content and available evidence and may request clarification where necessary. A report does not automatically establish illegality or require removal solely because an allegation has been made.

  • Decisions and action: Sibro may remove or disable access to illegal content, comply with a valid authority order or take other action required by law. Content that breaches this Agreement or a properly incorporated marketplace policy may also be restricted on that contractual basis. Sibro will distinguish the legal or policy grounds relied on and apply measures proportionate to the circumstances, subject to mandatory requirements.

  • Urgent risks: Sibro may act promptly where necessary to address an identified safety risk, suspected serious criminal activity or another urgent legal requirement. Sellers must not obstruct protective measures or restore restricted content to evade review. Relevant notification and explanation duties remain applicable.

  • Information for the reporting person: Sibro will communicate its decision concerning the reported content without undue delay and explain available routes for redress, as required by law. Where automated means are used to process the notice or make the decision, the notification will include the information required about their use.

  • Reasons for restrictions: Where required, an affected seller or other recipient will receive a clear and specific explanation of a restriction, including the relevant facts, legal or contractual basis, nature and scope of the measure, duration where applicable, relevant use of automated means and available challenge routes. Explanations will be provided within applicable legal time limits, subject to lawful exceptions.

  • Seller response and review: Sellers may provide relevant evidence, identify an error or request review through the stated complaint route or support@sibro.es. Sibro will assess relevant submissions fairly and correct established errors. Statutory complaint, dispute-resolution and court remedies remain available to the extent applicable. Requesting review does not automatically suspend a measure that must remain in place.

  • Evidence and cooperation: Respond without undue delay to reasonable, proportionate requests for information concerning an identified issue. Preserve relevant records where lawfully required or reasonably necessary for an investigation or dispute. Do not falsify documents, conceal relevant facts or destroy evidence to obstruct a lawful process.

  • Authority orders and disclosures: Sibro and sellers must cooperate with competent authorities in accordance with applicable law. Requests and orders will be assessed through appropriate processes. Personal or confidential information will be disclosed only on a lawful basis and limited to what is necessary. Required notices will be given unless disclosure is lawfully restricted.

  • Responsible reporting: Do not submit knowingly false or misleading notices, use reporting tools to harass competitors or retaliate against a person who raises a concern in good faith. Suspected misuse may be addressed proportionately under this Agreement and applicable law, without discouraging legitimate reports.

  • Customer and product-safety obligations: Removing a listing does not end obligations relating to products already sold. Where required, sellers must cooperate with customer notifications, refunds, corrective action, withdrawals and recalls. These duties remain separate from the handling of the content report.

This section does not promise that every listing is reviewed before publication or that every report can be resolved within the same timeframe. Sibro remains responsible for the reporting, action, explanation and cooperation duties that apply to its services. Nothing in this section excludes mandatory rights, prevents lawful reporting to authorities or makes Sibro’s assessment conclusive as to a party’s legal rights.

18. Monitoring, records and data access

Sibro uses proportionate manual and automated checks to operate the marketplace, protect accounts, prevent fraud, investigate complaints and meet applicable legal duties. Access to marketplace information is limited according to a person’s role, the relevant purpose and applicable law. Personal-data processing is further explained in Sibro’s Privacy Policy and section 16 of this Agreement.

  • Seller access to their own information: Through their authorised seller account, sellers can access the information made available for managing their own business on Sibro. This includes their account and store information, product listings, stock, orders, sales records, commissions, subscription information and withdrawal records, according to the functions enabled for their account. Access may depend on account status and authorised staff permissions.

  • Customer information for seller orders: Sellers receive the customer and transaction information reasonably necessary to fulfil their own orders, issue invoices, arrange delivery, provide customer service and meet legal obligations. This may include customer names, billing and delivery details, relevant contact information, purchased items and order communications. Sellers must use this information only for lawful, relevant purposes and must not use it for unrelated marketing without an appropriate legal basis.

  • Other sellers’ information: A seller is not entitled to access another seller’s private orders, customer lists, verification documents, financial records or confidential business information. Public store information, product offers and published reviews remain accessible through the marketplace. Any separately offered access to aggregated marketplace information must be described before it is provided and must protect personal data and confidential information.

  • Sibro’s access: Authorised Sibro personnel may access account and verification information, listings, transaction records, fees, payment and withdrawal status, support communications, complaints and relevant technical or security logs. Access must serve a legitimate operational or legal purpose, such as running the service, providing support, reconciling payments, preventing misuse, resolving disputes or complying with tax, product-safety and other legal obligations.

  • Service providers and other recipients: Information may be made available, as necessary, to providers supporting hosting, payment processing, communications, security, accounting and other marketplace functions, subject to appropriate legal and contractual safeguards. Relevant order information may also be shared with delivery providers to fulfil an order. The Privacy Policy explains personal-data recipients and processing purposes. Authorities may receive information where disclosure is lawfully required or otherwise legally justified.

  • Additional data sharing: Access required to operate the marketplace does not give a third party unrestricted permission to use seller or customer information for its own unrelated purposes. Before introducing optional sharing of non-public marketplace data beyond what is necessary to provide the service, Sibro will explain the data concerned, recipients, purposes and available choices, including any applicable opt-out rights, and obtain consent where required.

  • Reports and downloads: Sellers may use the reports, downloads and export functions actually enabled in their account. The availability of a dashboard view does not necessarily mean that a bulk export or a particular file format is available. Sellers may contact support@sibro.es to request identifiable records relating to their own business. Sibro will assess requests subject to applicable rights, security requirements, lawful restrictions and the protection of other persons’ information.

  • Seller record keeping: Sellers must keep accurate and authentic records required for their own tax, accounting, orders, invoices, product safety, traceability, customer service and compliance obligations. Records must be retained for the periods applicable to the relevant record and jurisdiction. Sellers should retain necessary copies lawfully rather than rely exclusively on continued dashboard access.

  • Requests for supporting records: Sibro may request relevant documents or information where reasonably necessary to verify compliance, investigate an identified issue or meet a legal duty. Requests will identify the information required and a reasonable response deadline, taking account of urgency and any mandatory legal time limit. Sellers must provide accurate information through an appropriate secure channel.

  • Suspension and account closure: Suspension or termination may restrict or end dashboard access. It does not automatically erase records or remove existing rights and obligations. After closure, sellers may request relevant records concerning their own business through support@sibro.es, subject to identity checks, applicable access rights, lawful retention and disclosure limits. Continuing dashboard access is not guaranteed.

  • Retention and deletion: Sibro may retain information after account closure where required or justified for legal compliance, outstanding transactions, accounting, fraud prevention, complaints or legal claims. Retained information must remain protected and must not be kept indefinitely without a lawful purpose. Applicable retention information and personal-data rights are addressed in the Privacy Policy.

  • Security and access restrictions: Sellers must protect their login credentials, limit staff access to authorised persons and promptly report suspected unauthorised access. Sibro may apply proportionate access restrictions to protect security, confidentiality or legal obligations. Requests for access will not be refused solely because an account has closed where a legal right to the information continues to apply.

Nothing in this section creates ownership of another person’s personal data, authorises unrestricted reuse of marketplace information or limits mandatory data-protection rights. It does not promise a report, export, integration or dashboard feature that has not been implemented. Changes to contractual data-access arrangements will follow the applicable notice and amendment requirements of this Agreement and mandatory law.

19. Restrictions, suspension and termination

Sibro may restrict individual listings or functions, temporarily suspend selling access or terminate the seller relationship on the grounds described below. Measures must be justified, proportionate and consistent with this Agreement and applicable law. Restrictions on payouts are governed separately by section 13 and must not be used as an automatic penalty for account suspension or closure.

  • Grounds for action: Action may be taken for illegal, unsafe, counterfeit or prohibited products; materially inaccurate listings or verification information; fraud or manipulation; unauthorised access or misuse of personal information; serious or repeated failures to fulfil orders or meet customer obligations; unpaid amounts properly due under this Agreement; or other material breaches of this Agreement or an incorporated policy. Sibro may also act to comply with a binding authority order or another applicable legal obligation. Suspected breaches must be assessed using relevant facts and available evidence.

  • Proportionate measures: Where reasonably sufficient, Sibro will limit action to the affected listing, activity or function rather than the entire account. In deciding the appropriate measure, Sibro will consider the seriousness, scope, recurrence and consequences of the issue, the risk to customers or others, and any relevant corrective action taken by the seller.

  • Opportunity to correct: Where appropriate and compatible with safety, security and legal requirements, Sibro will explain what needs to be corrected and allow a reasonable opportunity to respond or remedy the issue. A warning or correction period is not guaranteed where immediate protective action is justified.

  • Notice of restrictions or suspension: Where required, Sibro will provide reasons before or when a restriction or suspension takes effect, by email or another durable medium that allows the seller to retain the information. The explanation will identify the relevant facts, the contractual or legal grounds, the scope of the measure and the available review route. Relevant duration or reinstatement conditions will be stated where known, subject to lawful disclosure exceptions.

  • Termination by Sibro: Where the applicable EU platform-to-business rules require it, Sibro will provide a statement of reasons on a durable medium at least 30 days before terminating the whole of its online intermediation service to a seller. A shorter period or immediate termination will apply only where a statutory exception permits it, including a legal obligation preventing that notice, an imperative reason recognised by applicable law or demonstrable repeated breaches of the applicable terms.

  • Urgent action and lawful exceptions: Sibro may take immediate protective measures where justified by an identified safety or security risk, suspected fraud, illegal activity or a binding legal requirement. Urgency does not automatically remove applicable notice or explanation duties. Where advance notice is lawfully excluded, reasons will be provided without undue delay where required. Information may be withheld only to the extent permitted or required by law.

  • Seller response and review: Sellers may challenge a decision, explain the circumstances or submit relevant evidence through the stated complaint route or support@sibro.es. Sibro will assess relevant submissions fairly and correct established errors. Requesting review does not automatically suspend a protective measure. Applicable statutory complaint, dispute-resolution and court remedies remain available.

  • Restoration after reversal: If Sibro reverses a restriction, suspension or termination, it will restore the affected access without undue delay, including relevant access to data generated through the seller’s prior use of the service where required. Any remaining lawful restriction and the reasons for it will be explained.

  • Closure requested by the seller: Sellers may request account closure or cancellation of future subscription renewals by contacting support@sibro.es from their registered email address. Reasonable identity checks may be required. Sibro will confirm the effective date and explain how outstanding orders, customer obligations, balances and records will be handled. Unresolved transactions may require continued limited administration, but must not prevent cancellation of future subscription renewals.

  • Subscription renewals and charges: Cancelling future renewal and requesting immediate account closure are different instructions. If only renewal is cancelled, access normally continues until the end of the paid subscription period, unless another lawful restriction applies. Where the seller requests closure, or Sibro terminates the seller relationship, Sibro will stop future subscription renewals and arrange cancellation of the associated recurring payment instruction under its control. Confirmation will be sent on a durable medium. Any renewal collected in error after cancellation has taken effect will be refunded, including applicable IVA. Refunds of other subscription charges remain governed by section 12 and mandatory law.

  • Existing orders and customer rights: Restriction or closure does not automatically cancel existing customer contracts or remove obligations concerning delivery, invoices, returns, refunds, guarantees, complaints, product safety or recalls. Sellers must cooperate in resolving outstanding matters. Where dashboard access is restricted, Sibro will provide an appropriate communication route for dealing with those obligations.

  • Remaining balances and lawful holds: Eligible remaining seller funds will be settled under section 13, subject to properly due charges, lawful adjustments and justified holds. Account closure does not itself cause forfeiture of a balance. Any hold must have a lawful basis and remain proportionate to the identified exposure. A balance below the ordinary withdrawal minimum will be addressed through the account-closure settlement process.

  • Records and continuing obligations: Access to records after suspension or closure is governed by section 18 and applicable law. Closing an account does not require immediate deletion of information that must lawfully be retained. Confidentiality, data protection, outstanding payment obligations and other provisions intended to continue after termination remain effective to the extent applicable.

Nothing in this section gives Sibro an unrestricted right to suspend sellers, retain their funds or continue charging subscriptions after cancellation takes effect. Mandatory notice, explanation, review, payment and data-access rights prevail over any conflicting provision.

20. Complaints, reasons and appeal

Sellers may raise complaints about Sibro’s marketplace services or request review of a decision affecting their business. Sibro will handle complaints fairly, consistently and without retaliation for raising a concern in good faith. This procedure complements the reporting and review arrangements in sections 17 and 19.

  • How to submit a complaint: Email support@sibro.es, preferably from the email address registered to your seller account. Use the subject “Seller complaint” or “Seller appeal” and include your store name, the relevant decision, order or payment reference, a clear explanation of the issue, the outcome requested and any supporting evidence. If you cannot access your account or registered email address, explain this so that appropriate identity checks can be arranged.

  • Issues covered: Complaints may concern restrictions, suspensions, termination, listing decisions, subscription charges, commissions, withdrawal handling, technical problems, access to records or other actions by Sibro relating to the marketplace service. Customer disputes concerning individual orders remain subject to the relevant order, returns and dispute procedures, without preventing a complaint about Sibro’s own handling of the matter.

  • Accessible and free submission: Sibro does not charge a fee for submitting or reviewing an internal complaint. A suspended or closed account does not prevent submission by email. Sellers may appoint an authorised representative, subject to reasonable checks of identity and authority.

  • Acknowledgement and clarification: Sibro will acknowledge receipt without undue delay and may request information reasonably necessary to understand or investigate the complaint. Requests will explain what is needed. Sellers should provide relevant information accurately and avoid sending unnecessary personal information, payment credentials or unrelated confidential documents.

  • Fair assessment: Complaints will be assessed individually, taking account of the relevant facts, evidence, applicable terms and legal requirements. Equivalent situations will be treated consistently. Review will involve an authorised person capable of assessing the issue and correcting an error; the outcome will not be determined solely by an automated response. Where practicable, a person not responsible for the original decision will undertake the review.

  • Handling time and updates: Sibro will process complaints without undue delay and within a reasonable period, taking account of their urgency, importance and complexity. If additional investigation or information is needed, Sibro will explain the delay and provide an expected next update where reasonably possible. Any shorter mandatory legal deadline will take priority.

  • Written outcome and reasons: Sibro will communicate the outcome by email or another durable medium in clear, individualised language. The response will explain the main findings, the relevant contractual or legal grounds and any corrective action or remaining restriction. Information may be withheld only to the extent permitted or required by law, including to protect another person’s rights or a lawful investigation.

  • Correction and further review: If an error is established, Sibro will take appropriate corrective action without undue delay, including restoring access, correcting records or arranging a financial adjustment where justified. A seller who believes that material evidence was overlooked or that the outcome contains an error may reply to the outcome message, identify the issue and request further review. Repeated identical submissions do not require a different outcome in the absence of relevant new information.

  • Effect on an existing measure: Submitting a complaint does not automatically suspend a restriction, release a justified payment hold, cancel an amount properly due or extend a legal deadline. Sibro will consider whether an interim adjustment is appropriate while the complaint is reviewed. Existing customer, product-safety and other mandatory obligations continue.

  • Applicable statutory complaint rights: Where additional complaint rights apply under EU platform-to-business rules or the Digital Services Act, Sibro will provide the access, handling and decision information those rules require. Where Article 20 of the Digital Services Act applies, eligible decisions may be challenged electronically and free of charge for at least six months after notification. This does not shorten any longer period or other remedy available under applicable law.

  • Mediation and out-of-court resolution: Either party may propose an independent mediator for a dispute suitable for mediation. Participation, the proposed mediator, applicable procedure and costs will be addressed before the process begins, subject to mandatory law. Where EU platform-to-business rules require Sibro to identify mediators, the required details will form part of the Agreement. Where the Digital Services Act provides a right to use a competent certified out-of-court dispute settlement body, eligible persons retain that right and Sibro will engage as legally required. Mediation and certified dispute settlement are distinct procedures and do not automatically produce a binding outcome.

  • External remedies and legal deadlines: This internal procedure does not make Sibro’s assessment final or prevent lawful complaints to competent authorities, applications for urgent relief or proceedings before a competent court. Sellers remain responsible for applicable limitation periods and procedural requirements. An internal complaint does not automatically pause those periods, and any mandatory pre-action dispute-resolution requirements remain applicable.

  • Confidentiality and complaint records: Complaint information will be accessed and shared only as reasonably necessary to assess the issue, implement a remedy, obtain professional advice or comply with law. Sibro will retain appropriate records in accordance with its Privacy Policy and lawful retention requirements. Any legally required public reporting on complaint handling will use aggregated information and protect personal and confidential information.

Nothing in this section excludes mandatory complaint, review, mediation, dispute-resolution or court rights. Any statutory exemption from a particular procedural obligation does not remove the complaint route expressly offered in this Agreement or other legal duties that continue to apply.

21. Indemnity, liability and insurance

Sibro and the seller remain responsible for their respective obligations under this Agreement and applicable law. Responsibility for a loss or claim must reflect its cause, the relevant legal duties and each party’s contribution. This section does not transfer Sibro’s own legal responsibilities to the seller.

  • Seller responsibility: The seller is responsible for its products, listings, fulfilment, invoices, taxes and business activities to the extent required by this Agreement and applicable law. This includes responsibility arising from unsafe or unlawful products, infringement of third-party rights, materially misleading information, misuse of personal data or failure to meet contractual or statutory obligations. The involvement of a supplier, manufacturer or fulfilment provider does not remove responsibilities imposed on the seller by law.

  • Indemnity for attributable claims: To the extent permitted by law, the seller will compensate Sibro for substantiated losses and reasonable, necessary costs arising from third-party claims caused by the seller’s breach of this Agreement, unlawful conduct or products for which the seller is legally responsible. Compensation is limited to the extent attributable to the seller and must take account of any contribution by Sibro or another person. An allegation alone does not establish liability.

  • Sibro’s responsibility: Sibro remains responsible for its own breach, negligence, unlawful conduct and duties imposed directly on it by law. The seller is not required to indemnify Sibro for the portion of a loss caused by Sibro’s own acts or omissions. Where responsibility is shared, allocation will follow applicable law and the established circumstances.

  • Notification of claims: A party seeking compensation must notify the other without undue delay after becoming aware of a relevant claim, provide reasonably available supporting information and explain the basis and amount sought. A delay in notification does not automatically extinguish a valid claim, but any resulting prejudice will be considered where legally relevant.

  • Defence and cooperation: The parties will cooperate reasonably in investigating and responding to a claim, preserving relevant evidence and observing applicable deadlines. The seller must have a reasonable opportunity to respond and, where appropriate, participate in the defence with its insurer or legal adviser. Cooperation must respect confidentiality, personal-data protection, legal privilege and any binding authority requirements.

  • Settlements and admissions: Neither party may bind the other to a settlement, admission of liability or non-monetary obligation without that party’s prior written consent. Consent must not be unreasonably withheld or delayed where the proposed settlement is reasonable and adequately protects that party. Urgent legally required action may be taken without prior agreement, with notification as soon as lawfully possible.

  • Reasonable costs and loss prevention: Compensation must be supported by evidence and must not result in double recovery. Each party will take reasonable steps to prevent avoidable loss and limit its consequences. Legal and professional costs claimed must be reasonable, necessary and recoverable under applicable law or an agreed settlement, taking account of any court order on costs.

  • Recalls, refunds and regulatory matters: Responsibility for product withdrawals, recalls, customer remedies and related costs will depend on the relevant legal duties and the cause of the issue. Customer protection and mandatory corrective action must not be delayed while the parties resolve responsibility between themselves. Public fines or penalties are not automatically transferable to the seller; any claim for reimbursement must be lawful and separately justified.

  • Assessment and disputes: Sibro will explain any indemnity demand and provide relevant supporting details, subject to lawful confidentiality limits. The seller may dispute responsibility or the amount through section 20 or other available legal remedies. An indemnity demand does not by itself authorise an automatic deduction or indefinite payout hold; any adjustment or hold must comply with section 13 and applicable law.

  • Legally required insurance: Sellers must maintain any insurance required by law for their products, activities and markets. Sellers should also assess appropriate product-liability, public-liability or other business cover with a qualified insurer or adviser, taking account of the risks of their business.

  • Additional insurance requirements: Any additional insurance requirement imposed by Sibro must be proportionate to the relevant risk and communicated clearly before it becomes applicable, following the Agreement’s amendment requirements where necessary. Required cover, territorial scope, minimum limits and acceptable evidence must be specified rather than assumed. Sibro may request reasonable evidence of compliance with an applicable requirement.

  • Effect of insurance: Insurance does not replace either party’s legal obligations or automatically limit liability to the amount an insurer pays. Sellers must comply with their policy conditions and notify their insurer of relevant claims where required. Sibro’s receipt or review of an insurance certificate does not guarantee that the policy covers a particular event.

  • Liability limits and mandatory protections: This section establishes no fixed financial cap and no blanket exclusion of particular categories of recoverable loss. Entitlement to compensation and its amount remain subject to applicable law, including rules on causation, evidence and recoverability. Nothing in this Agreement excludes or limits liability for fraud, deliberate misconduct, death or personal injury caused by a party’s negligence, or any other liability that cannot lawfully be excluded or limited.

These provisions govern responsibility between Sibro and the seller. They do not reduce the rights of customers, injured persons, authorities or other third parties, and do not prevent a competent court or authority from determining liability under applicable law.

22. Changes to terms and service

Sibro may propose changes to this Agreement, incorporated policies or marketplace services for identifiable legal, regulatory, security, technical, operational or commercial reasons. Changes must be communicated clearly and implemented fairly, with the notice, acceptance and termination rights required by applicable law. This section does not give Sibro an unrestricted right to alter the seller relationship.

  • Reasons and scope: Changes may address new legal requirements, identified security risks, improvements to marketplace functions, changes in service providers or operating costs, or the introduction or modification of services. The notice will explain the relevant reason and the principal consequences for affected sellers.

  • Notification: Proposed contractual changes will be notified by email or another durable medium that allows the seller to retain and reproduce the information. The notice will include the revised terms or a retainable copy, a clear explanation of the changes, the proposed effective date and relevant seller choices. Publishing revised wording on a webpage alone does not replace a required individual notice.

  • Notice period: Where EU platform-to-business rules apply, proposed changes will not take effect until a reasonable and proportionate notice period has expired. This will be at least 15 calendar days from notification, with a longer period where necessary to allow sellers to make technical or commercial adaptations. Any longer mandatory period will take priority.

  • Right to terminate: Sellers who do not wish to continue under proposed changes may notify support@sibro.es before the notice period expires and request termination before the changes take effect. Where the applicable EU platform-to-business rules require it, termination will take effect within 15 days of receipt of the change notice, unless a shorter period applies. Sibro will confirm the effective date and apply the closure, subscription-cancellation and settlement arrangements in sections 12, 13 and 19.

  • Waiver of notice: A notice period may be shortened at the seller’s request or waived only where legally permitted, after the seller has received the change notice and made a valid written statement or clear affirmative choice. Sibro will not treat silence or merely accessing an account as a waiver. Any statutory rules concerning affirmative action, including safeguards where significant technical adjustments are required, remain applicable.

  • Exceptional immediate changes: A shorter notice period or immediate implementation will be used only to the extent a statutory exception permits it. Under applicable EU platform-to-business rules, this includes a legal or regulatory obligation that prevents the ordinary notice period, or an exceptional need to address an unforeseen and imminent danger involving fraud, malware, spam, data breaches or other cybersecurity risks. Sibro will explain the reason and effective date as soon as lawfully possible. Ordinary commercial convenience does not qualify as an urgent exception.

  • Fees and subscription prices: Changes to commissions, subscription prices or other charges will identify the revised amount or calculation method, applicable taxes, effective date and transactions or renewal periods affected. A subscription-price increase will not increase the price already paid for the current subscription period and will apply to a later renewal only after the required notice and any necessary acceptance or payment authorisation. Sellers must have a reasonable opportunity to cancel renewal before a changed renewal price is collected. Mandatory tax changes remain subject to applicable law.

  • Existing orders and accrued rights: Changes will not retrospectively increase commission on orders already placed or remove rights, balances or claims that have already accrued. Existing customer contracts and mandatory delivery, refund, guarantee and product-safety obligations remain effective. Retrospective contractual changes will be made only where required by a legal or regulatory obligation or where beneficial to the affected sellers, and only within applicable legal limits.

  • Policies and additional services: A new or revised incorporated policy that changes seller obligations will follow the same applicable notice and amendment requirements. Optional paid services require clear disclosure of their terms and charges before purchase. A link to a new policy or feature does not by itself establish acceptance of additional charges or unrelated obligations.

  • Technical maintenance and service changes: Sibro may carry out routine maintenance, correct errors and make technical improvements that do not materially alter contractual rights or obligations. Where reasonably practicable, planned work expected to significantly affect access or order management will be communicated in advance. A material removal or reduction of contracted functionality must not be treated as routine maintenance to avoid applicable notice or other seller rights.

  • Acceptance and effective terms: Revised terms will apply only through a legally valid amendment process. Silence or continued use will not be treated as unconditional acceptance of every change. Where express acceptance or a separate payment authorisation is required, Sibro will obtain it before applying the relevant change or charge. No seller will be treated as accepting a change before the applicable notice period expires unless a lawful waiver or exception applies.

  • Version records and questions: Sibro will identify agreement versions and effective dates and retain appropriate records of notices and any required acceptance. Sellers may request the version relevant to their relationship or raise questions about a proposed change through support@sibro.es. Complaints about the change process may be submitted under section 20.

Changes implemented without complying with mandatory requirements will not become enforceable merely because this section reserves a power to amend. Mandatory notice, termination, acceptance and other legal protections prevail over conflicting wording.

23. Governing law and mandatory rights

This Agreement and the contractual relationship between Sibro and the seller are governed by Spanish law, subject to applicable EU law and mandatory provisions that apply regardless of the law chosen.

  • Mandatory protections: Nothing in this Agreement excludes or restricts rights, remedies or obligations that cannot lawfully be excluded or restricted. Applicable rules concerning marketplace fairness, digital services, data protection, product safety, competition and other mandatory matters remain effective within their respective scope.

  • Competent courts: Disputes may be brought before the courts competent under applicable international, EU and national jurisdiction rules. This Agreement does not impose exclusive jurisdiction on the courts of Valencia or require a party to waive access to another court where that waiver would be invalid.

  • Complaints and dispute resolution: Sellers may use the complaint and review procedure in section 20 and any applicable mediation or out-of-court dispute-resolution route. These procedures do not remove the right to seek judicial remedies or urgent protective measures. Any mandatory pre-action requirements remain applicable.

  • Regulatory authorities: This Agreement does not limit the powers of competent authorities or prevent a seller, customer or other person from making a lawful report, complaint or disclosure to an authority.

  • Customer contracts and rights: This Agreement governs the business relationship between Sibro and the seller. It does not replace the seller’s sales contract with a customer, determine the law governing every customer transaction or reduce applicable consumer rights. Sellers remain responsible for complying with the mandatory requirements applicable to their offers and sales in the markets they serve.

If a provision conflicts with mandatory law, that law prevails. The remaining provisions continue to apply to the extent legally permitted, without interpreting an invalid provision as a waiver of a protected right.

24. General provisions and contact

This section explains the language, notices, acceptance records and general administration of this Agreement. It must be read together with the operator details in section 1 and the mandatory-rights protections in section 23.

  • Agreement language: This version of the Agreement is provided and accepted in English. Sellers must have an opportunity to read and retain it before accepting. If clarification is needed, sellers should contact support@sibro.es before proceeding. Selecting a website display language does not, by itself, change the language or version previously accepted.

  • Future translations: Sibro may make a reviewed Spanish version or other translations available. The languages available for contracting will be identified before acceptance. Publishing a translation does not retrospectively replace an accepted agreement or introduce new obligations. Any substantive change must follow section 22. Differences between language versions will be assessed under applicable law, taking account of the version presented and accepted, without excluding mandatory language or interpretation rights.

  • Agreement and incorporated documents: This Agreement includes only those policies, fee schedules and additional terms expressly identified as forming part of it and made available before acceptance, or subsequently introduced through a valid amendment process. Each incorporated document must be identifiable by its title, applicable version or date and accessible reference. A general link to another webpage does not automatically incorporate all of that webpage’s content into the Agreement.

  • Copies and version records: Sibro will make the applicable agreement and incorporated terms available in a form that sellers can store and reproduce before acceptance. Sibro will retain an electronic record of the accepted version and relevant acceptance details. Sellers may request a copy relating to their account through support@sibro.es, subject to reasonable identity checks and lawful retention limits.

  • Electronic acceptance: Acceptance must result from an affirmative action identifying agreement to the terms presented. The acceptance record will identify the seller, the agreement version and the date and time of acceptance. Acceptance of the Agreement is distinct from payment authorisation and does not itself establish that payment, verification or seller approval has been completed. Confirmation of receipt of acceptance will be provided in a retainable form in accordance with applicable law.

  • Notices to sellers: Sibro may send operational communications to the registered account email address or through available account tools. Where a notice must be given on a durable medium, Sibro will use email or another method that enables the seller to retain and reproduce the notice. A temporary banner or a change to a webpage alone will not replace a legally required durable notice. The effectiveness and timing of notices remain subject to applicable law.

  • Keeping contact details current: Sellers must keep their account email address and relevant business contact information accurate and notify Sibro promptly if they lose access to the registered email account. Sibro may use proportionate checks before changing sensitive contact details. This obligation does not remove Sibro’s responsibility to use a legally valid notification method.

  • Contacting Sibro: Seller enquiries, legal notices, complaints, requests for records and accessibility assistance may be sent to support@sibro.es. Postal notices may be sent to the marketplace operator at the business address stated in section 1. Include the store name, relevant reference and sufficient information to identify the request. These channels do not replace any mandatory method for service of court documents or other formal legal process.

  • Assignment and business changes: Any transfer of this Agreement or associated rights and obligations must comply with applicable law and any required consent or notice. It must not remove mandatory seller protections. A seller must not transfer account access or substitute a different legal seller without informing Sibro and completing the required verification and approval process. Any transfer by Sibro must preserve accrued rights and identify the party responsible for continuing performance.

  • No automatic waiver: A delay or failure to exercise a right does not, by itself, waive that right or prevent its later exercise, subject to applicable legal deadlines and rules. A waiver concerning one matter does not automatically extend to another. Nothing in this paragraph permits either party to disregard good faith or mandatory law.

  • Invalid provisions: If a provision is invalid or unenforceable, its consequences will be determined under applicable law. The remaining provisions continue only to the extent legally permitted. An invalid provision will not automatically be replaced by wording that imposes the greatest possible obligation on the other party.

  • Clarifications and amendments: A support response may explain how the Agreement operates but does not, by itself, amend it. Changes must follow section 22 or another legally valid agreement between authorised parties. Nothing in this section excludes liability for misleading statements or removes rights arising from a valid individual agreement.

Questions about this Agreement should be raised through the contact details above. Mandatory law prevails over conflicting wording, and nothing in these general provisions limits the rights preserved in section 23.