Frequently asked questions

Te Lo Llevo is a hyperlocal commerce and delivery platform for the Mar Menor area in Murcia, Spain. It connects customers with local merchants (restaurants, shops, markets) so they can order for delivery or send parcels between individuals. It also provides a full POS (point-of-sale till) so merchants can charge customers over the counter, print receipts and manage their cash drawer.

Te Lo Llevo operates in the Mar Menor area: Los Alcázares, San Javier, Santiago de la Ribera, San Pedro del Pinatar, La Manga and Cartagena. It is a service designed specifically for this coast — not a multinational, but a service that knows every neighbourhood and every shortcut of the area.

The platform offers five service types: DELIVERY_COMERCIO (merchant delivery), SERVICIO_COMERCIO (merchant service), ENVIO_VECINOS (neighbour parcel delivery), ENCARGO_RECOGIDA (pickup errand) and URGENTE (urgent express delivery). Each type has its own fee and cancellation policy.

There are six types of person on Te Lo Llevo: the customer (who orders), the merchant (who sells), the courier (who delivers), the cashier (who charges at the counter), the Operations team (who manages the platform) and the business client (who manages multi-stop B2B dispatch). Each has their own application and responsibilities.

The currency is always the euro (EUR). Taxes follow Spanish VAT (IVA) with four rates: super-reduced (4%), reduced (10%), standard (21%) and exempt (0%). The market is Spain, the Mar Menor area.

Sign-up is done with your phone number. When you enter it, you receive an SMS with a one-time verification code. Once you enter the code, your account is created. You can also sign in by email or, if you already have an account, reset your password by email.

Yes. The customer app has a secure card vault. Once your card is saved, you can select it at checkout without entering your details again. You can save multiple cards and choose which to use for each order.

No. The cart can only contain products from a single merchant at a time. If you add a product from a second merchant, the app will ask whether you want to clear the cart and start a new order from that merchant. This is necessary so the courier can manage the pickup correctly.

Yes. At checkout you can select a future time slot. The order is placed in a scheduled state and the merchant receives it with enough notice to prepare it on time. You can also reschedule or cancel a scheduled order, subject to the cancellation policy in force.

When the courier arrives at your address, the order moves to the ARRIVED state and a wait timer starts. You will receive a notification. If you do not appear before the timer expires, the delivery may auto-complete (which protects the courier) or the parcel may be returned to origin. In that case the system records the reason, who is responsible for the fee and the associated risk.

The maximum weight per order is 10 kg. If your shipment exceeds this limit, you will need to split it into multiple orders. The limit is surfaced at checkout when relevant.

The cash-on-delivery limit is €60 per order. For higher amounts, payment must be made by card through the app. This limit is shown at checkout when it applies.

The onboarding process starts when the merchant expresses their interest through the Te Lo Llevo public website. This creates an interest lead in the Operations console. The Operations team reviews the lead, completes the activation process and activates the account. Once active, the merchant can access the merchant app and start managing their catalogue.

You can mark the product as instantly unavailable using the emergency "86" toggle. When activated, the product disappears from the customer-facing catalogue within 30 seconds. You can reactivate it the same way as soon as you have stock again. This prevents customers from ordering something you cannot serve without having to edit your entire catalogue.

When a new order arrives, you receive an alert on the Kitchen Rail screen with a sound and visual notification. There is no fixed time limit to accept (the order remains PENDING until you respond), but responding quickly gives the customer the best experience. If you reject the order, you must provide a reason; the customer receives an automatic notification.

Yes. The platform has three roles for a merchant team: OWNER, MANAGER and STAFF. The OWNER has full access, including refunds and sensitive settings. The MANAGER can make inventory adjustments and larger discounts. STAFF can ring up sales at the POS and apply small discounts.

Merchants receive their money through periodic payouts. The process follows a create-then-approve flow before the amount is transferred. Te Lo Llevo's commission is deducted from the payout amount. Merchants can view pending settlements and their payout history in the merchant app.

The process starts on the Te Lo Llevo public website, where you submit your application with the required identity verification documents (KYC). The Operations team reviews your documents. Until your application is approved, your account is on an onboarding hold and you cannot accept tasks. When Operations approves your profile, you receive the verification badge and can start working.

When a task is available in your area, the platform shows you an offer with all the details: pickup address, delivery address, estimated distance and amount. You have 15 seconds to accept or pass. If you do not respond in time, the task is automatically reassigned to another available courier. If you accept, it appears in your active task list.

When you arrive at the delivery address, you mark the state as ARRIVED. The wait timer starts. If the customer does not appear before it expires, you can initiate a "return to origin". The platform records the reason and who is responsible for the fee. This process protects you in no-show situations.

When your cash on hand balance exceeds €100, you receive an alert in the app. If you do not settle within 24 hours, your account is automatically blocked and you cannot accept new tasks until you settle. The cash control system is designed to protect both you and the platform.

A POS session is the period of a cashier's working shift, from opening the till in the morning with an opening float (the initial cash) to closing it at the end of the shift. Opening a session is necessary for the system to track cash movements at all times and to generate the end-of-day Z report with accurate data.

The X report is a mid-shift sales summary you can generate at any point without affecting anything. It does not close the session or reset counters. It is used to check the state of sales during the shift. The Z report, on the other hand, is the end-of-day close report. It is generated when the cashier closes the session, has a sequential number, is immutable and is stored permanently as part of the fiscal record.

When you add an age-restricted product (alcohol or tobacco) to the receipt, the system automatically shows an age-confirmation modal. The cashier must confirm that the customer is 18 or older (and that ID was requested if the customer looks under 25). No customer identity data is stored — only the attestation confirmation is recorded. This obligation is set out in Spanish Law 28/2005.

Only the OWNER role can process refunds at the POS. This is a deliberate security measure to ensure refunds are not applied without the oversight of the merchant's owner. A full refund is equivalent to cancelling the receipt; a partial refund recalculates VAT pro-rata and returns the stock to inventory.

The POS decrements stock automatically with each sale. If you need to adjust inventory manually (for breakage, expiry, recount, etc.), this action requires at least the MANAGER role and a mandatory reason code. All inventory adjustments are saved in an audit log that cannot be modified, ensuring full traceability of every stock movement.

Yes, but this action (a "no sale" or open-without-transaction) is restricted to the MANAGER role or above. Every drawer opening is recorded in the system — whether as part of a sale, a cash pay-in, a cash pay-out or a no-sale open. This guarantees full cash control at the till.

The total price of an order is calculated as: product subtotal + service fee + delivery fee + VAT = total. The delivery fee depends on distance and municipality. All line items are shown individually at checkout before the customer confirms the order.

After placing an order paid by card, the customer can optionally add a tip for the courier. Preset options are 0%, 3%, 5%, 10% or a custom amount. The tip is added after VAT (it is not part of the VAT base) and never blocks the checkout — it is always optional. Tips only apply to card payments.

A partial refund recalculates VAT proportionally to the refunded amount. The system ensures the VAT portion corresponding to the refunded amount is correctly reflected in the fiscal record. The original order or receipt is always kept — it is never deleted; only the refund annotation is added, preserving the integrity of the fiscal history.

Customers earn approximately one point per euro spent on completed purchases. Points can be redeemed on future purchases. If a refund is issued, the points associated with that purchase are reversed. The programme is designed to reward repeat customers in the local area.

Veri*Factu is the Spanish anti-fraud invoicing regime (Ley Antifraude 11/2021, RD 1007/2023, Orden HAC/1177/2024). It requires billing software ("SIF") to generate immutable fiscal records chained by a cryptographic hash, with a QR code and a "VERI*FACTU" legend on the receipt, submitted in near real time to the AEAT. Murcia is in common territory, so Veri*Factu applies (not the Basque TicketBAI). The platform is designed to comply with this requirement; full implementation is a planned legal obligation pending activation.

Yes. In compliance with the GDPR, customers can request the export or deletion of their personal data. These requests are managed through the Operations console. The platform also runs automated retention policies to ensure that data is not kept longer than necessary.

The system stores only the cashier's attestation: that they confirmed the customer was over 18 and that ID was requested if the customer appeared to be under 25. No buyer identity data is stored (no name, no ID number, no personal details). This practice complies with Spanish Law 28/2005 on tobacco control and with the GDPR's data minimisation principles.

Spanish fiscal law requires that all billing records are kept complete and immutable. Deleting a receipt or order — even after a refund — could be interpreted as tampering with the fiscal record. For this reason, the platform never deletes orders or receipts. Instead, it marks them with the CANCELLED or FULLY_REFUNDED state and appends the refund note. This ensures full traceability for any tax audit.