Terms and Conditions | Island Tour Transfer Mallorca

Terms and Conditions | Island Tour Transfer Mallorca

1. Introduction

Island Tour & Transfer is a commercial service provided by ISLAND TOUR & TRANSFER SLU, with registered office at Calle Ramon Llull, 52 Piso 2B, 07320 Santa Maria del Cami, Illes Balears, España(NIFB 16561540).

These Terms of Service ("Terms") regulate your use of our private transfer services in Mallorca. By using our services, you agree to these Terms. If you do not agree, please do not use our services.

This document was last reviewed and updated on April 12, 2025Please ensure that you are reading the most recent version available on our website (https://islandtourtransfer.com).

2. Description of the service

Island Tour & Transfer SLU provides private land transportation services using authorized vehicles (VDE) in Mallorca. Our services include transfers to and from airports and ports, VIP transfers, transfers for groups and families, and other private passenger transport needs across the island. We operate exclusively within Mallorca and strictly comply with all regulations established by the Law on the Regulation of Land Transport (LOTT), including the mandatory driving time limits and rest periods for our drivers to ensure safety.

3. Reservations and confirmations

3.1. All services require advance booking, which can be made online through our website (https://islandtourtransfer.com), by email ([email protected]), by telephone (+34 637 548 711), or via WhatsApp (+34 637 548 711).

3.2. The lead person making the reservation must be at least 18 years old and is deemed to act on behalf of all passengers included in the reservation.

3.3. After completing the reservation and the confirmation process (as described in our FAQ), you will receive a final confirmation receipt by email.

3.4. The information provided during the booking (name, contact details, flight information, etc.) will be processed in accordance with our Privacy Policy and applicable data protection laws (GDPR).

3.5. If we cannot confirm your booking due to lack of availability or other reasons, we will promptly inform you and offer alternative options or the full refund of any prepaid amount.

3.6. It is your responsibility to provide complete and accurate addresses, flight details and contact information at the time of booking.

3.7. The payment terms (including possible deposits or full payment requirements) will be specified during the booking process.

4. Payment and prices

4.1. Payments by credit/debit card are accepted during the online booking process or directly to the driver in cash (€) or by card (Visa, Master Card, etc.) at the end of the service, as specified in the reservation.

4.2. Our prices are fixed and transparent. The price confirmed during the reservation is the final price, unless changes requested by the client (e.g., additional unreserved stops, waiting times longer than allowed).

4.3. We reserve the right to modify our prices, but such changes will not affect existing confirmed reservations.

4.4. For certain services or during periods of high demand, an advance payment may be required to confirm the booking. This will be clearly indicated.

4.5. You declare that any credit or debit card used for payment is in your name and has sufficient funds to cover the cost of the service.

5. Cancellation and Payment Policy

5.1. Free cancellation period: Cancellations made more than 24 hoursbefore the scheduled pickup time are free of charge, and any prepaid amount will be refunded.

5.2. Late cancellation charges: Cancellations madewithin 24 hoursof the scheduled pickup time will incur a charge of 100% of the total reservation price. No refunds for prepaid services will be issued, and the total amount will be due for services reserved with payment on completion.

5.3. How to cancel: Cancellations must be made by email to[email protected], clearly indicating the reservation ID and the name of the person who made the reservation.

5.4. Refunds: For eligible cancellations, refunds will be processed to the original payment method within 5-10 business days.

5.5. Airport pickups and flight delays:

  • We monitor all inbound flights.
  • We offer up to 1 hourof free waiting time after the actual landing time of the flight for baggage collection and meeting the driver.
  • If a flight is delayed, the start of the waiting time will be adjusted to the actual landing time. We will wait up to 1 hour after the actual landing time at no charge.
  • Passengers are responsible for informing us of significant delays or cancellations whenever possible, especially if the flight number changes.
  • For delays that exceed the included waiting time, additional charges (€60 per hour, billed in increments) may apply or a rebooking may be required, subject to driver availability.

5.6. Flight cancellations by the airline:

  • If the airline cancels your flight, please notify Island Tour & Transfer SLU as soon as possible by email or by phone/WhatsApp.
  • If we are notified more than 24 hours before the scheduled pickup, the booking may be cancelled or modified at no cost.
  • If we are notified less than 24 hours before the scheduled pickup, the cancellation policy (5.2) will apply. We recommend passengers seek compensation from their airline.

5.7. Late cancellations for "Pay later" bookings:

  • For bookings where payment is to be made to the driver, cancellations made within 24 hours prior to the scheduled pickup will continue to require the user to pay the total service amount.
  • Non-payment of late cancellations may lead to debt recovery proceedings and denial of future services.

5.8. Special circumstances: For bookings during major events, holidays or peak seasons, special cancellation policies may apply and will be clearly communicated at the time of booking.

5.9. Cancellations by Island Tour & Transfer SLU:

  • In rare or unforeseen circumstances (e.g., force majeure, vehicle breakdown) in which we must cancel the service:
  • We will notify you as soon as possible by email and/or phone.
  • Any amount paid will be fully refunded within 5-10 business days.
  • We will make reasonable efforts to help find alternative transportation, potentially through trusted partners, although this cannot be guaranteed.

5.10. Unable to locate the driver:

  • If you are unable to locate the driver at the designated meeting point:
  • Please wait a few minutes, as minor delays may occur.
  • Youmustcontact us immediately by phone or WhatsApp (+34 637 548 711) using the contact information provided in your booking confirmation. Do not leave the meeting point without contacting us.
  • If we cannot establish contact with you and confirm your presence within a reasonable time (usually 1 hour after landing for airport pickups, or 15-20 minutes after the scheduled time for other locations) and it is determined that you were not present or did not contact us:
  • No refund will be issued if you have already paid.
  • If you have not paid, you will still be required to pay the total service amount (considered no-show).
  • Our drivers use GPS and can document your presence if necessary. We will thoroughly investigate any dispute.

5.11. External service interruptions (scenarios "Not your fault, not our fault"):

  • In certain situations outside the passenger's control or direct fault of Island Tour & Transfer SLU, the service may be severely hindered or made impossible to complete as originally planned. Examples include, among others: extreme delays in airport baggage handling that significantly prevent the passenger from taking advantage of the allocated waiting time, major road closures, sudden and unannounced closures that prevent access to pickup/drop-off points, or severe and unforeseen traffic jams not related to normal conditions.
  • In such cases, both parties agree to communicate promptly and make reasonable efforts to find a mutually acceptable solution, which may include:
  • Adjusting the pickup/drop-off point to the nearest accessible point.
  • Rescheduling the service for a later time/date, subject to availability (additional charges may apply if the service parameters change significantly).
  • Modifying the service route if feasible.
  • If no reasonable solution can be found and the service cannot be carried out due to such external interruptions without fault:
  • If the service has not started, any prepaid amount may be refunded in full or in part, or held as credit, at the discretion of Island Tour & Transfer SLU, taking into account costs already incurred (e.g., driver travel).
  • If the service has been partially completed, charges may be applied proportionally to the service provided.
  • This clause is distinct from standard cancellations (5.1-5.4), no-shows (5.10), flight delays/cancellations (5.5-5.6) or Force Majeure events (Section 15), and applies specifically to unforeseen external factors that directly affect the execution of the service at the time it is to be performed.

6. Puntos de encuentro -> 6. Meeting Points

6.1. Airport pickups (Palma de Mallorca Airport - PMI):

  • The standard meeting point is located within the arrivals area, in the Meeting Point located in front of Gate 'C' or '4'(central area of the terminal).
  • The driver will carry a sign bearing the name of the main passenger or the company name as indicated in the reservation.
  • Any change agreed directly with the driver through prior communication shall prevail over the standard meeting point.

6.2. Port pickups (Port of Palma):

  • The meeting point is at theexit of the Maritime Terminalwhere your cruise ship or ferry has docked.
  • The driver will carry a sign bearing the name of the main passenger or the company name.

6.3. Pickups at villa, hotel or private address:

  • The meeting point will be at the main entrance/reception of the hotel or directly at the provided address.
  • If access via the public road is restricted, the driver will meet you at the nearest accessible point and will attempt to inform you.

6.4. Client responsibility:

  • Clients are responsible for being at the designated meeting point at the agreed time.
  • If a client cannot locate the driver, they must follow the procedure described in section 5.10.

6.5. Driver responsibility:

  • The drivers will do their utmost to be visible and identifiable at the meeting point.
  • The drivers will attempt to contact using the details provided if they cannot locate the client after a reasonable waiting period.

6.6. Changes to the meeting point:

  • Any change must be communicated and confirmed in writing (email or WhatsApp) when possible.

7. Luggage Policy

7.1. Standard luggage allowance:

  • The allowance generally corresponds to the capacity of the reserved vehicle (e.g., Minivan up to 6 standard suitcases + carry-on luggage, Minibus up to 16 depending on the number of passengers).
  • A standard suitcase is normally considered up to 23 kg. Carry-on luggage must comply with the usual dimensions required by airlines.
  • Please specify any unusual or excessive luggage during the booking.

7.2. Excessive or bulky luggage:

  • Items such as golf clubs, bicycles (properly packed/protected), large boxes or an excessive number of suitcases must be declared during the booking in the 'Special Requests' field or by contacting us directly.
  • Failure to declare oversized/bulky luggage may result in the need for an additional vehicle (at the client's expense) or the impossibility of transporting all items.
  • Additional charges may apply for significantly oversized or overweight items, or for bicycles, as specified during the booking or on demand.
  • We reserve the right to refuse to transport undeclared, unsafe or excessively bulky/heavy items.

7.3. Prohibited items:

  • You agree not to include items that contravene local laws (e.g., firearms, illegal substances), that are potentially dangerous, or that are excessively fragile without proper protection.

7.4. Damage and loss of luggage:

  • The transport of luggage and personal belongings is at your own risk. While our drivers handle objects with care, Island Tour & Transfer SLU is not responsible for loss or damage unless negligence on our part is proven. We recommend obtaining adequate travel insurance.

7.5. Pets:

  • As a general rule, animals are not permitted, except guide or assistance dogs (they must be declared in the booking). Transport of other pets requires prior confirmation, they must be in an appropriate carrier and may be subject to vehicle availability and the driver’s acceptance. Please contact[email protected]to inquire.

8. Child safety and child seat policy

8.1. Legal requirements:

  • In accordance with Spanish law, children under 135 cm must use an appropriate child restraint system. Children count as passengers and occupy a seat.

8.2. Provision of child seats:

  • We offer the following categories of child seatsfree of charge, subject to availability (must be requested during the booking):
  • Group I: Forward-facing seats for children 9-18 kg (approximately 9 months - 4 years).
  • Group II: High-back booster seats for children 15-25 kg (approximately 4 - 6 years).
  • Group III: Booster seats without back for children 22-36 kg (approximately 5 - 11 years).
  • Important: Wedo notusually provide Group 0 rear-facing child seats (Maxi-Cosi).

8.3. Reservation of child seats:

  • Youmustrequest the specific type and number of child seats needed during the booking process, indicating the approximate age/weight group of the child.
  • Availability cannot be guaranteed for last-minute bookings or if not requested in advance.

8.4. Installation and responsibility:

  • The drivers can assist, but theparent or guardian is ultimately responsiblefor ensuring that the child seat is correctly installed and that the child is properly restrained before and during the journey.

8.5. Passengers' own child seats:

  • Passengers may bring and use their own child seats. They are fully responsible for their installation and use.

8.6. Vehicle capacity:

  • Children and babies count toward the vehicle's passenger capacity. Please ensure that the booked vehicle is large enough for your group plus the required child seats.

8.7. Service refusal:

  • We reserve the right to refuse service if the appropriate child restraint systems are not used as required by law, which could incur cancellation charges.

9. Responsibilities and conduct of the passenger

9.1. Booking accuracy: You are responsible for providing accurate information (names, flight details, addresses, contact numbers, number of passengers including children) during the booking.

9.2. Review of the confirmation: Please carefully review your booking confirmation and contact us immediately if any information is incorrect.

9.3. Travel documentation: You are responsible for ensuring you possess all required travel documents (passports, visas, etc.). Island Tour & Transfer SLU is not responsible for costs incurred due to missing or incorrect documentation.

9.4. Conduct:

  • Passengers are expected to behave respectfully toward the driver and the vehicle.
  • The driver reserves the right to refuse service or terminate a trip if a passenger is under the influence of alcohol or drugs to excess, poses a threat or behaves abusively or dangerously. In such cases no refund will be issued.
  • Smoking (including electronic cigarettes) and consumption of alcohol or illegal substances inside the vehicles is strictly prohibited.
  • Eating inside the vehicle is generally discouraged; please consult with the driver.

9.5. Damage to the vehicle: Passengers are responsible for any damage caused to the interior or exterior of the vehicle due to negligence or vandalism. This includes charges for cleaning necessary beyond normal use (e.g., for vomiting, spills). We reserve the right to charge the cost of repairs or cleaning to the card used for the booking or to require payment.

9.6. Compliance: You agree to comply with all reasonable instructions from the driver relating to vehicle safety and procedures.

10. Communication and contact

10.1. When booking, you consent to be contacted by Island Tour & Transfer SLU regarding your booking via email, telephone, SMS or WhatsApp using the information provided.

10.2. We primarily use email for confirmations and important communications. Please ensure that our emails are not blocked by spam filters. Telephone/WhatsApp may be used for urgent communications related to the service.

10.3. Both the USER and Island Tour & Transfer SLU acknowledge that the delivery of emails can be affected by various factors, including spam filters. It is the USER's responsibility to check their inbox, including spam or junk folders, for our communications. We are not responsible for emails not delivered due to problems on the USER's side (e.g., spam filters, full inbox, incorrect address provided). Likewise, although we make reasonable efforts to monitor our inbound mail, including spam filters, we cannot guarantee the receipt of every email sent by the USER. It is essential that, if a USER sends an important communication (such as a cancellation or modification of booking) and does not receive an explicit acknowledgment or response from Island Tour & Transfer SLU within a reasonable time (e.g., 24 hours for non-urgent matters), the USER follow up using an alternative contact method (Phone or WhatsApp: +34 637 548 711) to ensure that the communication was received and is being processed. Island Tour & Transfer SLU cannot be considered responsible for not acting on communications that were not verifiably received. The responsibility to confirm the receipt of critical communications lies with the sender.

11. Data protection and privacy

11.1. Island Tour & Transfer SLU complies with the General Data Protection Regulation (GDPR) and the applicable Spanish data protection laws.

11.2. Your personal data provided during the booking are used solely for the purpose of providing the transfer service, the communication related to the booking and internal record-keeping.

11.3. We do not sell your data. Data may be shared with direct collaborators *only* when necessary to fulfill the service (e.g., if subcontracted during periods of high demand), under strict confidentiality and data protection agreements.

11.4. For full information on how we process your data and your rights (access, rectification, erasure, etc.), please consult our Privacy Policy available on our website. Contact[email protected]for data protection inquiries.

12. Intellectual property

12.1. All content of the Island Tour & Transfer SLU website (: https://islandtourtransfer.com), including texts, graphics, logos, images and software, is the property of ISLAND TOUR & TRANSFER SLU or its content providers and is protected by copyright laws.

12.2. The name and the logo of Island Tour & Transfer are registered trademarks of ISLAND TOUR & TRANSFER SLU. Unauthorized use is prohibited.

13. Liability and insurance

13.1. Island Tour & Transfer SLU operates with all necessary licenses and authorizations (VTC) required by the Law on the Regulation of Ground Transport (LOTT).

13.2. Our services are covered by the mandatory liability and passenger liability insurance as required by law.

13.3. Our liability for loss or damage is limited in accordance with Spanish and EU regulations applicable to passenger transport. We are not responsible for delays, cancellations or failures caused by force majeure events (see Section 15) or circumstances beyond our reasonable control (e.g., severe traffic, police checks on the road, accidents with third parties).

13.4. We are not responsible for missed flights or connections unless the delay is directly attributable to our proven negligence. We recommend booking pickup times with sufficient margin for traffic and airport procedures.

13.5. Liability for personal belongings rests with the passenger (see Section 7.4).

14. Modifications to the Terms

14.1. Island Tour & Transfer SLU reserves the right to modify these Terms at any time. The version applicable to your booking is the version available on our website at the time of the booking confirmation.

14.2. Significant changes to the current policies may be communicated by email or by notice on the website.

15. Force majeure

15.1. Island Tour & Transfer SLU shall not be liable for any failure or delay in performance of obligations due to events beyond our reasonable control (Force Majeure). Such events include, among others: acts of nature (floods, earthquakes, severe weather), pandemics, war, acts of terrorism, civil unrest, strikes, significant disruptions to the transport network (road closures, major accidents), government actions or supply failures.

15.2. In such circumstances, we will endeavour to notify affected customers as soon as possible and may cancel, delay or modify services without liability. Refunds will be processed for prepaid services canceled by us due to force majeure.

16. Governing law and jurisdiction

These Terms are governed by Spanish law. Any dispute arising from these Terms or the provision of services shall be subject to the exclusive jurisdiction of the courts of Palma de Mallorca, Balearic Islands, Spain.

17. Accessibility and special requirements

17.1. Although we are not specialists in transportation for people with disabilities, we strive to assist passengers with special requirements.

17.2. Please inform us during the reservation (using 'Special Requests' or direct contact) about any medical condition, disability, or need for wheelchair assistance (folding wheelchairs may be transportable depending on the vehicle space, but we normally do not operate vehicles that are specially adapted).

17.3. Providing details allows us to assess feasibility and advise on suitable vehicle options if available. We cannot guarantee accommodation of all requests, but we will make reasonable efforts.

18. Dispute Resolution

18.1. If you have a complaint regarding our service, please contact us first at[email protected]to allow us the opportunity to resolve the matter.

18.2. If it is not resolved, you may use the European Commission's Online Dispute Resolution (ODR) platform: http://ec.europa.eu/consumers/odr/. Our contact email for ODR purposes is[email protected].

19. Final Provisions

19.1. By confirming a reservation with Island Tour & Transfer SLU, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions of Service.

19.2. If any provision of these Terms is deemed invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Last updated: April 12, 2025

Contact information:

  • Company: ISLAND TOUR & TRANSFER SLU
  • NIF: B 16561540
  • Address: Ramon Llull Street, 52 Floor 2B, 07320 Santa Maria del Cami, Illes Balears, Spain
  • Email: [email protected]
  • Phone:+34 637 548 711
  • WhatsApp:+34 637 548 711
  • Website: https://islandtourtransfer.com