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- Termes et Conditions Générales
- General Lodging Conditions
- Conditions générales de vol:
- General Conditions for Trains
- General Conditions of the Travel Package Contract
Identification of the Parties
The party of the first part, TOR GLOBAL TRAVEL SLU with registered offices at Calle Gran Vía 22 duplicado 5º IZQ 28013, Madrid (Spain), and Tax ID (C.I.F.) No. B87500856, hereinafter, Onlinetravel.
The party of the second part, Neptune Hotels, hereinafter, the Platform, which shall intermediate the services offered by Onlinetravel.
And the party of the third part, the individual (hereinafter, the User), who accesses the page for information and to contract the services offered through the Website. The User warrants that he/she is of legal age and enjoys the legal capacity to acquire the services offered through the Website.
Onlinetravel provides its services to the Platform and the User for the promotion and sale of tourist products and services, including but not limited to the following:
- Airline tickets
- Combined lodging and airfare packages
Onlinetravel offers use of the Website to the User, subject to the User's full acceptance of the General Conditions set forth herein. The User's use of this Website shall be construed as his/her tacit acceptance of these General Conditions in their entirety. If the User does not agree to these conditions, he/she shall forfeit the right to use the Platform Website.
Onlinetravel reserves the right to modify, limit or cancel the terms and conditions that apply to the above mentioned Website.
The User warrants that he/she is of legal age (i.e. at least 18 years old) and that he/she enjoys the necessary legal capacity to be bound by this Contract and to use the Website in accordance with the General Conditions set forth herein, which he/she understands and acknowledges in their entirety. The User shall be responsible for taking all necessary measures to maintain the confidentiality of the passwords provided to him/her by the Platform for accessing the Website and for preventing unauthorized access by third parties. The User agrees to assume full liability for any costs stemming from access to this Website through the User's password, as well as for any use of the User's passwords by third parties.
Additionally, the User warrants that all of the information he/she has supplied, both to gain access to the Website and whilst using it, is true, complete and precise, and agrees to maintain this information up-to-date.
2. REGISTRATION AND REIMBURSEMENT
The Agreement may be executed through the Website booking.neptunehotels.com.
Execution of the Contract occurs at the moment the service is confirmed, when the User accepts the General Conditions and makes the corresponding payment.
The executed Contract shall be filed by Onlinetravel. During registration, the User must deposit the full amount for the contracted service, as no placement shall be confirmed until payment is effectuated, an unpaid placement shall be considered null and void and the conditions described in the Cancellation Section shall apply. The Platform shall deliver a Voucher to the User at the address provided by the latter, specifying the contracted services. The booking reference, which must appear on the Voucher, will confirm the reservation on the part of Onlinetravel.
3. PRICE REVISION
The price of combination travel packages is calculated based on the applicable exchange rate, transport duty, cost of fuel and taxes as of the publication date of the programme or any subsequent versions in printed format. Any variance in the prices of the abovementioned items may result in a revision of the final price of the package, either upward or downward, in the exact amount of such variance. The User shall be notified of any such variance, either in writing or through another medium that documents the communication, and in the event that the difference is substantial, the User will have the option of either accepting the modified Contract or cancelling the travel package without incurring a penalty. Under no circumstances shall the price of a completed reservation be revised upward within the twenty days immediately preceding the departure date.
4. SPECIAL OFFERS
When, as the result of a special offer, last minute offer or similar promotion, a combination travel package is contracted at a price other than that indicated in the programme, the price shall consist solely of those services that are specifically detailed in the special offer, even if the offer makes a reference to one of the described programmes, as long as such reference is made for sole purposes of providing general information on the destination.
5. THE PRICE INCLUDES:
- Indirect taxes (V.A.T., I.G.I.C.), when applicable
- Lodging at the chosen establishment in the contracted programme or at another establishment of the same calibre in the event of a substitution
- Round-trip transportation, whenever this service is included in the contracted programme/special offer, according to specifications
6. THE PRICE DOES NOT INCLUDE:
Visas, airport fees, vaccination certificates, "extras," such as coffee, wine, liquor, mineral water, special diets, laundry and ironing, optional hotel services, such as parking and pay TV, and other similar items not specifically detailed in the paragraph above. In the case of excursions or optional tours where the price is simply indicated as "estimated," according to the circumstances, there could be variances in the initially calculated or anticipated costs. Tips are not included in the price of the trip. In the case of cruises, tips are not voluntary, and at the beginning of the cruise, the client is advised that he/she must commit to paying a determinate amount at the end of the voyage in proportion to its duration. This amount, which is fixed before the cruise begins, is solely intended for the service personnel.
At some destinations, the fees applying to certain lodging/locations may vary in relation to the classification of the establishment and the destination. These fees shall be paid directly at the establishment.
7. APARTMENTS AND HOTELS
Apartments.- At the time of making the reservation, the User is fully and solely responsible for correctly indicating the number of room or apartment occupants, including children, regardless of their ages. The User is forewarned that the Establishments may legally refuse to admit undeclared persons, and the User shall have no legal remedy in such cases. At the time of making the reservation, it will be necessary to confirm the time and place where the keys are to be picked up.
Hotels.- The quality and content of the services provided by the hotel shall be determined by the official category assigned to it by the competent authorities in that country and shall be subject to administrative supervision. Given current Spanish legislation (which only establishes the existence of individual or double rooms, permitting some of the latter to be equipped with a third or fourth bed), it shall be assumed that use of a third and/or fourth bed is always made with the knowledge of the persons occupying the room. This tacit assumption stems from the certainty that occupation of the room has been indicated beforehand and is reflected on all printed copies of the reservations, as well as in the vouchers or other definitive documentation of the trip.
When renting apartments, in general, the guest must sign the corresponding officially-authorised lease agreement on the premises. This Contract, to which the Platform is not a party, must be signed by the User, who shall pay the corresponding security deposit, if applicable, in order to cover any consequent damage to the property. Keys are normally picked up during office hours at the concierge desk of the building, or at the place indicated in the documentation of the programme/special offer, between 9:00 a.m. and 1:00 p.m. and between 5:00 p.m. and 8:00 p.m., and as a general rule, check-in shall be at 5:00 p.m. on the day of arrival and check-out shall be at 10:00 a.m. on the day of departure. Given the unique operations in this type of establishment, we strongly recommend strict adherence to these timelines in order to prevent problems and inconveniences that would be very difficult to correct.
Schedules.- Check-in time is 2:00 p.m. for hotels and 5:00 p.m. for apartments. Reservations are normally held until 8:00 p.m. If a later arrival is anticipated, it is recommended to notify the establishment directly. Failure to do so could result in the establishment making the room(s) or apartment(s) available to other guests.
In the event that the User anticipates arriving at the reserved hotel or apartment on a different date or at a different time than indicated, in order to prevent problems or misinterpretation, it shall be necessary to directly notify the Platform, hotel or apartments, as appropriate, of this circumstance as far in advance as possible. Likewise, when making the reservation, the User must consult with the Platform as to whether it is allowable to bring animals, as they are generally not permitted in hotels or apartments. In the event that the Platform is forced to change the confirmed hotel due to special events or other situations outside of its control, its liability shall be limited to offering another hotel of equal or higher calibre, and in the event that this is not possible, to pay the difference in price between the hotel offered in the Contract and the hotel actually occupied.
When travellers request additional prepaid services that cannot be definitely confirmed by the Platform, such as individual room services, ocean views, private baths, etc., and these cannot be provided, the Platform shall not assume any liability beyond reimbursing the client at the conclusion of the trip for the amount paid for such services.
The traveller's luggage is not part of the Contract between the parties, and for all legal purposes, it is acknowledged that the User shall keep his/her luggage with him/her and that it shall be transported at his/her own risk, without the Platform or Onlinetravel assuming any liability for any loss or damage that it could sustain for any reason during the trip. We recommend that travellers be present whenever their luggage is being loaded or unloaded. With regard to transport of the luggage by air, we defer to the conditions of the airlines, which are regulated by the International Air Transport Association (IATA). In the event of any damage or misplacement, it is recommended to submit a timely claim to the Transport Company.
10. CHILDREN AND THE ELDERLY
Given the diversity of conditions that may apply to children, depending on their age, the service provider and the travel date, it is always recommendable to enquire about the scope of any special conditions that may exist and that at each moment will be subject to specific, detailed information.
As such, families are recommended to enquire about the special conditions for free or discounted services for children. These free or discounted services should always be understood as applying when the room is shared by two adults and a maximum of two children. In the event that a cot is needed, please indicate this when making the reservation, given that the hotels avail of limited supplies. Furthermore, this must be paid for directly at the hotel, as if it were an "extra." Elderly people should enquire about the applicable surcharge for an additional bed to be occupied by an adult, as this may vary from one hotel to another. Some hotels have a very limited number of extra beds, so it is advisable to confirm availability when making the reservation.
At any time, the User may opt out of the requested or contracted services and shall have the right to a full refund of any amounts paid, whether the total price or an advance deposit; however he/she must compensate the Platform for the following items:
- For a la carte services: The full administrative and cancellation fees, if applicable.
- For combination travel packages: In the event of cancelling or modifying a reservation, the User must contact the tour organiser by telephone, or at the email address the User received at the time of completing the reservation, at least three (3) working days in advance of the departure date. The cancellation fees and penalties shall be those that are explicitly indicated by the tour organiser for each specific trip. The User is urged to consult our travel agents regarding the specific cancellation conditions of the trip. If the User fails to be present at the anticipated departure time, the User shall forfeit their right to a refund of the amounts paid, unless such failure is due to demonstrable Force Majeure or to an alternative arrangement between the parties. In the event that the contracting of any of the cancelled services was subject to special financial conditions, such as in the case of airplane charters, coaches, apartment leases, special fees, guaranteed hotel placement, services provided in determinate apartments, services provided in determinate countries, etc., the cancellation fees shall be established in accordance with the conditions agreed upon between the parties. When a justifiable circumstance impedes the User from taking part in the trip, he/she may transfer the reservation to another qualified person, both parties being jointly responsible for payment to the Platform of the price of the reservation, plus any additional expenses resulting from the transfer. In order for the transfer to be valid, it must be accepted by the companies providing the services included in the trip, and any additional fees resulting from the transfer must be satisfied. In the event that the hotel room is vacated prior to the agreed date, the Platform shall not be liable for reimbursing any amount, unless it receives a written notification from the hotel stating that the unused days were not invoiced. The abovementioned notification must be requested by the User at the establishment and must contain the establishment's stamp.
- Hotel cancellation costs: In the event that the User cancels or modifies the reservation, the User must contact the tour organiser by telephone, or at the email address provided to the User at the time of making the reservation, at least three (3) working days in advance of the arrival date. The Platform's fees for modification, cancellation or No Show are indicated on every formal reservation.
The Platform agrees to provide the User with all of the services that are contracted through the programmes appearing on the Website, in accordance with the stipulated conditions and features. It shall be exempt from this obligation in the event of Force Majeure, i.e. abnormal and unforeseeable circumstances outside of one's control, with consequences that could not have been avoided in spite of all the diligence employed, or reasonable cause, encompassing those instances when the Platform, in spite of acting with due diligence and foresight, could not provide the contracted services for reasons that cannot be attributed to it. If it becomes impossible for the Platform to provide a service after having executed the contract but before the departure date of the trip, the User shall have the right to substitute this service for another of a comparable nature or quality, to terminate the contract and select another equivalent or superior combination travel package, in the event that the Platform can provide one, or to receive a full refund of any amounts paid, and the User must communicate this decision to the Platform within two (2) working days. It shall not be permissible to seek indemnification for breach of contract when such impossibility is the result of reasonable cause or Force Majeure, or when the User has opted for a substitution of the service that was impossible to provide. If for any reason, not attributable to the User and not justified by reasonable cause or Force Majeure, the Platform cancels the combined travel package after the contract is executed but before the departure date, the User shall have the right to obtain another combined travel package or a full refund in the terms established in the paragraph above, and the User must communicate this decision to the Platform within two (2) working days. It shall not be permissible to seek indemnification for breach of contract when such cancellation is the result of reasonable cause or Force Majeure. In the event of non-fulfilment or unsatisfactory fulfilment of the provided services involving more than 50% of the price of the trip, when this is not the result of reasonable cause of Force Majeure, the Platform shall choose other satisfactory solutions for continuing the combined travel package, without any surcharge to the User, and if necessary shall reimburse the latter for the amount of the difference between the anticipated services and those that are actually provided. If there are no such solutions or if the User refuses to accept them for objectively valid reasons, in any event, the Platform shall provide him/her with a return trip to the point of origin, reimbursing him/her for the corresponding prorated amounts. In these situations, the User may demand indemnification for breach of contract from the Platform. Such indemnification shall not be applicable in the event of reasonable cause or Force Majeure. If it is impossible to provide certain services and the Platform discloses this to the User before finalising the contract, no request for indemnification from the Platform shall be justified on the part of the User for breach of contract, given that the contract has not yet been finalised, and as such, modification of the programme falls within the normal process of negotiating it. In conclusion, the User may only request indemnification from the Platform when the services comprising the trip were lacking, were performed unsatisfactorily or were cancelled due to circumstances other than Force Majeure.
The User's responsibility for the correct performance of the obligations stemming from the combined travel contract is determined by Article 162 of Royal Legislative Decree 1/2007. When the User can ascertain on the premises a failure to perform the contracted services or the unsatisfactory performance of these, he/she must immediately notify the service provider of this fact, as well as notify the Platform within two (2) working days, so that it may take appropriate action. Failure to communicate with the Platform within this period shall necessitate the User proving such non-fulfilment of performance to the General Board of Tourism and/or the competent court, given that, outside of this time-frame, it would be impossible for the Platform to prove the veracity of the allegations or to achieve a solution that would be satisfactory to all of the parties involved. In no event shall the Platform be held liable for the costs of lodging, maintenance, transport or other expenses that come about as a consequence of delays in flight departures or returns due to technical or meteorological conditions, strikes or other causes attributable to Force Majeure. When a trip is conducted using coaches owned or leased by the Platform, in the event of an accident, regardless of the country in which it occurs, the User shall expressly submit to the legislation regarding traffic accidents in the nation in which the vehicle is registered, and with regard to bodily injury, may refer to the vehicle insurance and the liability coverage intended for such purposes, by virtue of which compensation shall be paid to the affected parties, the beneficiaries or their legal representatives, in the country where the vehicles are registered and in the legal currency of that country. In the Website, there may be links to other websites. Onlinetravel has no control over these websites and shall not be held liable for their content. Likewise, Onlinetravel shall not be held liable for the technical availability of any web pages the User may access through the Website. Furthermore, Onlinetravel shall not be held liable for any damages stemming from one User's infraction of the rights of another User or those of a third party, including copyrights, patents, confidential information and any other type of intellectual or industrial property rights. Onlinetravel shall not be held liable for any damages to the User stemming from the impossibility of providing the services pertaining to these General Conditions due to Force Majeure, acts of God or other causes not attributable to the former. Additionally, Onlinetravel shall not be held liable for the improper functioning of the service resulting from defective configuration of the User's computer equipment or from his/her inability to support the computer systems that are necessary for utilising the offered services.
Onlinetravel will make every effort within its means to provide the information contained in the Website accurately and without typographical errors. In the event that Onlinetravel at any time inadvertently makes an error of this type, it shall be immediately corrected. If there is a typographical error in any of the indicated prices and a User has made the decision to purchase based on such error, Onlinetravel shall assume the cost of the error and shall honour the purchase, unless such error is so disproportionate in relation to the average price so as to be obvious enough that any person of average diligence would perceive it, the foregoing in order to prevent such User's illicit gains or abuse of rights, as typified under current Spanish legislation.
14. OTHER IMPORTANT MATTERS
Likewise, Onlinetravel employs the utmost effort and diligence when indicating the descriptions of each service, which have been provided by the establishments themselves, on the reservation dates, and to this end, in the programme, it avails of informational photographs of people, scenery and apartments, with the intention that, at all times, these descriptions reflect the reality of the contracted services as objectively as possible, thus avoiding misleading, confusing or deceiving the consumer with regard to any substantial information. Due to the time-specific nature of photographs, they are not contractual in and of themselves, but rather must be taken within the context of the description of the contracted services.
Meals: In the case of FULL BOARD, breakfast, lunch and dinner shall be served by the hotel, beginning with dinner on the check-in date and ending with lunch on the check-out date (this may be modified by the User through a prior request to the hotel, once the User is lodged in the establishment). In the case of HALF BOARD, breakfast and dinner shall be served, unless the User chooses differently and the hotel is willing to accept such substitution (e.g. dinner for another meal), except when it is specified in the services to be provided. In the event that the User vacates the hotel before the agreed departure date, the Platform has no obligation to make any reimbursement, unless the User requests from the establishment a written statement of Non-billing for the unused days or services, which must contain the stamp of the establishment.
Without exception, all Users (including children) must have their appropriate personal and family documents in order, whether a passport or a national ID, in accordance with the laws of the country or countries they are visiting. When required, the procurement of visas, passports, vaccination certificates, etc. shall be done at the expense of the traveller. If any Authority refuses to grant a visa for reasons that are specific to the User, or if he/she is denied entrance to the country due to his/her failure to meet the requirements, due to an irregularity in the required documents or for not being the actual document holder, the Platform shall not be held liable for such occurrences, and any associated costs shall accrue at the consumer's expense. Under these circumstances, the conditions and regulations established for voiding or voluntarily cancelling the services shall apply. Likewise, all Users are reminded that they must make sure that they have fulfilled all of the applicable visa regulations and requirements before commencing their trip, with the goal of avoiding any possible complications when entering the countries they plan to visit. Minors under the age of 18 must be in possession of a written permission slip, signed by their parents or guardians, as this may be requested by any competent authority.
The Platform shall provide the User with all of the pertinent information on the specific documents that will be required for the selected travel.
16. GENERAL PAYMENT PLAN CONDITIONS
In order to take advantage of the payment plan, the User must fulfill the following requirements: The User must make a hotel reservation (payment plans do not apply to Flight + Hotel purchases).
The minimum price of the reservation must be 300 Euros. The total shall be divided into two payments. The first installment shall be made upon confirmation of the service, and the second installment shall be payable thirty (30) days before the hotel check-in date. In the event of cancellation or modification, any administrative costs shall be in addition to the costs of the corresponding hotel.
17. PERSONAL INFORMATION
The User agrees that the personal information he/she provides or will provide in the future to Onlinetravel may be kept in a personal data file. The information that is registered in this way may be used for statistical purposes, for sending advertisements and promotional materials, for prize contests, for subscription to newsletters, for administering the subscribed services and for incident management. The files created in this manner shall be under the ownership and responsibility of Onlinetravel. The owner of the information shall have the right to access the automated registry at any time in order to exercise his/her right of correction, deletion or dispute, within the terms compiled under data protection legislation. For such purposes, the owner of the information must send a letter to Global Travel Booking, S.L.U. at the address indicated above, including his/her username, password, requested action and address for sending confirmation that the action has been performed as requested.
18. VALIDITY AND JURISDICTION
This programme is valid as of the first of October of two thousand and twelve, and the Platform is bound to it during this period. Nevertheless, any changes in this information shall be valid when they are communicated to the consumer before entering into the contract, or if the contractual parties have agreed to modifications. Onlinetravel expressly refuses to voluntarily submit to the Consumer Arbitration Boards or to any other arbitration procedures not expressly accepted by Onlinetravel. The parties, expressly renouncing their own venues, agree that this Contract shall be governed by Spanish legislation, and for purposes of resolving any lawsuit that could arise from it, submit to the Courts and Tribunals of Gran Canaria, except in the case of contracting with Users, in which event the Courts and Tribunals of the User's place of residence shall be competent.
If any clause included in these General Conditions is declared fully or partially null or void, such nullity or voidness shall only affect the provision or portion of the same that has been declared null or void, with the rest of the General Conditions remaining in full effect, as if such affected provision or portion of the same was never included.
D'une part, Tor Global Travel, S.L.U.ayant son siège social à Calle Gran Vía, 22 Dcdo. 5° izquierda, Madrid, Espagne, numéro NIF B-87500856, CICMA 3750.
Et d'autre part, l'utilisateur, qui accède à la page pour obtenir des renseignements et engager les services offerts par internet, et qui déclare être majeur (c'est-à-dire, qu'il a 18 ans minimum), et qu'il a la capacité légale pour s'associer à travers cet accord ainsi que pour l'utilisation de ce site internet conforme au présent Avertissement Légal et aux Conditions Générales concernant chaque type de service offert sur Internet, qu'il déclare comprendre dans son intégralité.
Ces conditions complètent ce qui est établi dans les mentions légales du site Web
L'hébergement à l'hôtel peut être proposé dans le cadre d'un voyage à forfait, auquel cas il est soumis à un régime spécial de droits que vous trouverez dans les conditions générales des « voyages à forfait ».
1. Société responsable de la prestation du service
Les réservations d'hébergement sur ce site Web sont fournies par la société Wozozo Travel Technology AG, sise à Corso San Gottardo 54a, 6830 Chiasso, Suisse ; Numéro fédéral : CH-501.3.021.170-6.
2. Confirmation de la réservation d'hôtel
La confirmation de la réservation sera envoyée, une fois celle-ci effectuée et confirmée par le fournisseur, à l'adresse email indiquée par l'utilisateur lors du processus d'achat. Après avoir effectué le paiement de la réservation, l'utilisateur recevra le bon de réservation à présenter dans l'établissement en pièce jointe à la confirmation.
Si l'utilisateur ne reçoit pas ces informations, il devra contacter notre service clientèle.
En cas de réservation par téléphone, il sera nécessaire de fournir une adresse électronique à laquelle Neptune Hotels pourra envoyer la confirmation de la réservation.
Certains des services offerts par les hôtels peuvent entraîner un coût supplémentaire, il est conseillé à l'utilisateur de vérifier directement auprès de l'hôtel.
Sauf indication contraire, les descriptions des chambres correspondent à une chambre double avec salle de bain privée. Dans certains établissements, il est possible de louer des chambres partagées ou des chambres privées avec salle de bain commune, ce qui sera spécifié dans la description de la chambre.
Si vous constatez une irrégularité à votre arrivée à l'hôtel, nous vous recommandons de contacter immédiatement notre service clientèle.
Les photographies, par leur caractère très temporaire, n'ont pas un caractère contractuel en soi, mais doivent être contemplées avec l'ensemble de la description des prestations contractuelles.
Les chambres montrées sur les photographies de l'hôtel sont indicatives et peuvent ne pas correspondre à la chambre finalement attribuée par l'établissement.
Nous vous rappelons que c'est l'hôtel et non Neptune Hotels, qui attribue la chambre aux clients au moment de l'enregistrement.
5. Prix et paiement de la réservation.
Toutes les réservations, à l'exception de celles qui sont spécifiées comme paiement direct dans l'hébergement, seront effectuées à partir du moment où l'utilisateur appuie sur le bouton portant la mention « Réserver et payer », sauf dans les cas où un moyen de paiement autre que la carte de débit ou de crédit est autorisé, ou lorsque le paiement à crédit est autorisé ; Par conséquent, tous les tarifs non spécifiés comme paiement direct dans l'hébergement seront facturés au moment où l'on cliquera sur « Réserver et payer ».
Les prix sont indiqués en différentes devises, bien que les frais pour la location de l'un des services, seront facturés en euros (EUR), dollars US (USD), livres sterling (GBP), dirham des Émirats Arabes Unis (AED), riyal saoudien (SAR), dirham marocain (MAD), pesos mexicains (MXP), dollars australiens (AUD), couronnes suédoises (SEK), couronnes danoises (DKK) et livres égyptiennes (EGP) selon la devise de paiement choisie par l'utilisateur. Votre banque peut facturer un supplément ou une commission pour le change. Neptune Hotels ne peut être tenu responsable de ces suppléments/commissions facturées par ces banques ou intermédiaires.
Nos prix pour l'achat de services d'hébergement comprennent les taxes indirectes à la consommation, le cas échéant, le séjour dans l'établissement choisi dans le régime contractuel et tous les services et compléments indiqués dans le bon.
Tout autre service non spécifié dans le bon ne sera pas inclus dans le prix, comme, mais pas uniquement, les visas, les certificats de vaccination, les « extras » tels que les cafés, les vins, les liqueurs, les eaux minérales, les régimes spéciaux, le lavage et le repassage des vêtements, la connexion WIFI, le parking, l'utilisation du téléphone, les berceaux, la location TV, les services de spa, les services balnéaires, les bains thermaux, les massages, les soins médicaux, thérapeutiques ou de santé et tout autre service offert par l'établissement à un prix indépendant du service principal de logement prévu.
6. Paiement direct dans l'établissement
Pour les réservations de paiement direct à l'hébergement, il sera expressément indiqué « Paiement à l'hôtel ». Dans le cas contraire, le paiement sera considéré comme ayant été effectué à Neptune Hotels au moment de la confirmation.
Pour les réservations dont le paiement est prévu dans l'établissement, Neptune Hotels ne facturera pas le montant de la réservation au moment de son exécution. L'utilisateur devra effectuer le paiement directement à l'hôtel à son arrivée ou à son départ de l'établissement.
Le logement se réserve le droit de facturer au client tout ou partie de la réservation, à tout moment à compter de la confirmation de celle-ci.
Dans le cas de tarifs non remboursables, l'hébergement facturera 100 % du montant de la réservation au moment de la confirmation de cette dernière. Si la politique d'annulation de la réservation est flexible, le logement sera normalement facturé au client lorsque la réservation entraîne des frais d'annulation ou à l'arrivée du client. Dans ce cas, ce montant sera déduit du montant total de la réservation, ou remboursé sur la carte de crédit dans le cas où la réservation est annulée sans frais d'annulation.
7. Taxes de séjour et resort fee
Dans certaines destinations, des taxes ou des frais supplémentaires sont appliquées pour le séjour ou les locaux. Ceux-ci peuvent varier en fonction de la catégorie d'établissement et de la destination. Ces taxes seront payées directement à l'établissement et l'utilisateur sera seul responsable de leur paiement.
Certains établissements, en particulier, mais pas seulement, aux États-Unis et dans les Caraïbes, perçoivent une taxe incluse dans la politique interne de l'hôtel appelée resort fee, qui entraîne une taxe supplémentaire et fixe facturée aux clients pour l'existence dans l'hôtel de certains produits ou services à valeur ajoutée. Le resort fee sera payé directement à l'établissement, et l'utilisateur sera seul responsable de leur paiement.
Les appartements demandent généralement un dépôt de garantie au moment de l'enregistrement. Celui-ci sera remboursé le jour du départ après avoir vérifié l'état de l'appartement.
La facturation de la caution peut être effectuée par les établissements par prélèvement sur la carte de crédit, ou en espèces selon le fonctionnement interne de chaque établissement.
9. Assurance annulation
Au cours du processus de réservation, il est possible de souscrire une assurance annulation, ce qui est recommandé, car elle vous permet de récupérer le montant des frais occasionnés par l'annulation de la réservation pour autant que les motifs de celle-ci soient inclus dans les conditions de la police ; une assurance assistance, ou annulation et assistance sont également disponibles.
La souscription de l'assurance n'est possible que pendant le processus d'achat. Une assurance ne peut être ajoutée à une réservation déjà confirmée.
L'assurance ne permet pas la modification ou l'annulation gratuite une fois confirmée.
10. Catégorie d'établissements
La qualité et le contenu des services fournis par l'hôtel seront déterminés par la catégorie officielle attribuée dans les pays où ils sont situés et seront soumis à un contrôle administratif. Cette classification peut ne pas correspondre à celle offerte par d'autres États, la qualité variant considérablement d'un logement de la même catégorie à l'autre et d'un endroit à l'autre, même dans un même pays. Il est conseillé aux utilisateurs de lire attentivement les informations fournies ainsi que celles proposées par les différents sites d'évaluation.
11. Dates d'exploitation et horaires
Il est possible que dans certains établissements, certains services et installations ne soient pas disponibles toute l'année, ni 24 heures sur 24 ; par exemple, les piscines ne sont généralement ouvertes qu'en été et les piscines chauffées, dans la grande majorité des cas, le sont uniquement en hiver. Il est possible qu'une partie des installations des établissements soit fermée en raison de travaux de remise à neuf, de pannes ou d'entretien.
L'ouverture et la disponibilité de ces services seront soumises au fonctionnement interne de chaque établissement.
Nous recommandons à l'utilisateur de vérifier ces informations directement auprès de l'établissement.
12. Utilisation des chambres et des appartements
Lors de la réservation, l'utilisateur est entièrement et exclusivement responsable de l'indication correcte du nombre de personnes qui doivent occuper la chambre ou l'appartement sans omettre les enfants, quel que soit leur âge. Il est averti que l'administration des établissements peut légalement refuser d'admettre l'entrée de personnes non déclarées, ne donnant pas lieu à une réclamation pour ce motif.
13. Chambres doubles/triples
Compte tenu de la législation en vigueur dans certaines destinations (qui n'établit que l'existence de chambres simples et doubles, permettant que dans certaines d'entre elles un troisième ou quatrième lit puisse être mis à disposition) et de la configuration normale des hôtels, dans les cas où la chambre réservée a une capacité supérieure à deux personnes (ou qu'il est fait référence à des chambres triple ou quadruple), il sera entendu, sauf confirmation par l'hôtel, que cette chambre double comporte un ou plusieurs lits supplémentaires. Le lit supplémentaire peut être un canapé-lit dans certains cas.
12.1 Lits doubles / lits jumeaux
Toute référence à des chambres standard ou doubles signifie qu'il peut s'agir autant de lits doubles que des lits jumeaux, selon la disponibilité et la politique interne de l'hôtel, sauf si le type de lit attribué est clairement indiqué dans la nomenclature de la chambre.
Neptune Hotels ne peut en aucun cas garantir un type particulier de lit, bien que l'hôtel sera informé des préférences des clients.
14. Heures d'arrivée et de départ dans les hôtels et appart hôtels
Les heures d'enregistrement à l'hôtel sont généralement à partir de 14 h. Le départ de l'hôtel doit normalement avoir lieu avant 12 h le jour du départ.
Veuillez noter que les heures d'arrivée et de départ sont fixées par l'hôtel par une politique interne et peuvent différer de celles indiquées dans les présentes conditions générales. Il est recommandé à l'utilisateur de reconfirmer ces informations directement auprès de l'hôtel.
15. Horaires d'arrivée et de départ dans les appartements
L'heure d'arrivée dans les appartements est généralement à partir de 17 h. Le départ doit normalement avoir lieu avant 10 h le jour du départ.
Veuillez noter que les heures d'arrivée et de départ sont fixées par la politique interne de l'appartement et peuvent être différentes de celles indiquées dans les présentes conditions générales. Il est recommandé que l'utilisateur reconfirme cette information directement auprès de l'établissement.
16. Remise des clés des appartements
Il est conseillé, après confirmation de votre réservation, de reconfirmer le lieu et l'heure de remise des clés, car les clés ne sont pas toujours remises à la même adresse que celle où les appartements sont situés.
Dans le cas où le client arrive dans les appartements en dehors de l'horaire de réception, sans avoir pris contact avec celle-ci pour reconfirmer la remise des clés, il peut ne pas être possible d'y entrer. Si c'était le cas, Neptune Hotels ne sera pas responsable de cette circonstance.
La collecte des clés s'effectue généralement de 17 h à 20 h. Nous vous rappelons que la remise des clés en dehors de ces heures peut entraîner des frais supplémentaires.
17. Validité de la réservation
Les réservations sont normalement sécurisées jusqu'à 20 h le jour de l'arrivée et du début du service. Si vous prévoyez arriver plus tard, il est recommandé de communiquer directement avec l'établissement. En cas d'arrivée après 20 h sans prévenir l'établissement, il se peut que la chambre ne soit pas disponible et que la réservation soit considérée comme un no show (le client ne s'est pas présenté le jour de l'arrivée). Dans ce cas, il est possible que 100 % du montant de la réservation soit facturé.
Les tarifs proposés par Neptune Hotels sont pour des réservations individuelles jusqu'à 10 personnes, et ne sont pas valables pour des groupes. L'hôtel pourra refuser plusieurs réservations qui, selon ses critères, peuvent constituer un groupe.
Les enfants de moins de 18 ans ne peuvent pas se loger seuls dans les hôtels ou les appartements et doivent être accompagnés d'au moins un adulte par chambre.
Veuillez noter que dans certaines destinations, comme les États-Unis, l'âge minimum est de 21 ans.
20. Berceaux et lits supplémentaires
Dans certains cas, il est possible de fournir des lits ou des berceaux supplémentaires, qui doivent être sollicités par l'utilisateur lors de la réservation, car les établissements disposent d'un stock limité d'unités. Sauf indication contraire expresse, ce service ne sera pas inclus dans le prix et il sera payé directement à l'établissement.
Veuillez noter que dans les réservations qui incluent des bébés ou des enfants, il n'y a aucune garantie que la chambre aura un lit de bébé ou un lit supplémentaire, bien que la chambre soit adaptée au nombre de personnes incluses dans la réservation.
21. Animaux de compagnie
Neptune Hotels ne peut pas garantir la possibilité d'amener les animaux domestiques dans l'établissement réservé. Ils ne sont généralement pas admis, bien que nous vous recommandons de consulter ces renseignements directement avec l'établissement avant de passer un contrat de service.
Le fait d'inclure dans la réservation une note indiquant que vous voyagez avec un animal de compagnie ne garantit pas que l'hôtel permettra l'accès avec celui-ci.
Veuillez noter que certains hôtels qui admettent les animaux de compagnie exigent un supplément.
22. Régime alimentaire
22.1. Pension complète
La pension complète comprend le petit déjeuner, le déjeuner et le dîner et, sauf indication contraire expresse, ne comprend pas les boissons.
Le premier service de repas fourni par l'hôtel est normalement le dîner le jour de l'arrivée, le déjeuner étant le dernier service de repas le jour du départ. Cet ordre peut varier en fonction de la politique interne de l'établissement, il est donc recommandé de vérifier le service d'arrivée directement à l'hôtel.
Dans le cas où le client souhaite modifier l'ordre des repas, et par exemple, utiliser le déjeuner du jour d'entrée et terminer le service avec le petit déjeuner du jour de sortie, il sera nécessaire de consulter cette possibilité directement avec l'hôtel au moment de la réservation.
La demi-pension comprend le petit déjeuner et le dîner et, sauf indication contraire expresse, ne comprend pas les boissons.
Les hôtels se réservent parfois le droit de modifier l'ordre des repas en fonction de leur politique interne.
Si l'utilisateur préfère utiliser le petit-déjeuner et le déjeuner au lieu du dîner, il devra consulter cette possibilité directement avec l'hôtel au moment de la réservation.
22.3. Tout compris
Ce service correspond au programme interne de l'hôtel choisi. Vous pouvez le consulter en contactant l'hôtel.
Si l'hôtel a plusieurs programmes tout compris, notre disponibilité offre toujours le programme de base, sauf indication contraire expresse. Si vous avez des questions, nous vous recommandons de communiquer avec notre service clientèle pour vérifier ces renseignements.
Nous rappelons à l'utilisateur que, sauf mention contraire dans le bon, les boissons ne sont pas incluses dans le régime alimentaire.
Important : les déjeuners ou dîners spéciaux (dîners de gala, dîner de la Saint-Sylvestre, dîner des Rois Mages...) ne sont pas inclus dans le tarif contractuel et représentent un supplément au tarif offert, il est donc recommandé de consulter notre service clientèle.
23. Modifications et annulations effectuées par l'utilisateur
23.1. Modifications sollicitées par le client avant l'arrivée à l'hôtel.
En cas de modification de votre réservation, Neptune Hotels ne peut garantir la disponibilité du fournisseur pour les nouvelles dates ou conditions requises. Dès réception de votre demande, nous contacterons l'établissement pour confirmer les nouvelles conditions, qui seront proposées à l'utilisateur pour acceptation avant de formaliser la modification.
Les frais de gestion pour toute modification d'un service d'hébergement sous contrat avec Neptune Hotels s'élèvent à DOUZE euros (12 ?) par réservation, sauf s'il s'agit d'un achat conjoint d'un service d'hébergement et d'un service de transport, auquel cas le coût s'élève à VINGT euros (20 ?) par passager.
23.2. Modifications sollicitées par le client après le début du séjour dans le logement
Une fois que vous vous êtes enregistré dans l'établissement, celui-ci peut facturer 100 % du séjour même s'il n'a pas été complété.
En cas de sollicitude de modification des conditions contractuelles une fois que le séjour et les services d'hébergement ont commencé, Neptune Hotels s'engage à faire tout son possible pour satisfaire l'utilisateur dans ses demandes. Toute modification sollicitée qui implique de nouvelles conditions avec l'établissement, sera proposée préalablement à l'acceptation de l'utilisateur avant de formaliser la modification.
Dans le cas où l'utilisateur quitte l'établissement avant la date de départ prévue dans la réservation, il devra obtenir une preuve écrite de départ à l'établissement indiquant qu'aucune facturation pour les nuits non consommées ne sera effectuée afin d'obtenir le remboursement de tout montant pour les services dont il n'a pas bénéficié.
24. Demandes spéciales
Neptune Hotels s'engage à envoyer les demandes spéciales des clients avec la confirmation de la réservation à l'établissement.
Veuillez noter que leur confirmation dépend exclusivement de l'hôtel, en fonction des disponibilités au moment de l'arrivée. Par conséquent, Neptune Hotels ne peut pas les garantir, ni les confirmer à l'avance et celles-ci peuvent entraîner des frais supplémentaire.
Pendant le processus d'achat, l'utilisateur sera informé des frais d'annulation, ainsi que lors de la confirmation de la réservation. L'heure et la date de l'annulation dépendront de l'heure et date locales de l'hôtel.
Veuillez noter que pour certains fournisseurs, les changements de date, de propriété ou de réduction de nuitées sont normalement considérés comme des annulations et non comme des modifications.
Si le tarif n'est pas remboursable, il ne sera pas possible de modifier ou d'annuler la réservation.
Les frais de gestion de Neptune Hotels pour les annulations sollicitées à un agent s'élèvent à DOUZE euros (12 ?) par réservation.
25.1. Comment annuler une réservation
Vous pouvez annuler votre réservation en vous rendant dans la section Mon compte sur le site Web de Neptune Hotels ou en cliquant sur le lien d'annulation dans la confirmation de réservation.
Si vous n'arrivez pas à annuler votre réservation, veuillez contacter notre service clientèle.
En cas de remboursement total ou partiel du tarif, le montant de la réservation sera restitué sous forme de bon, échangeable contre tout service offert par Neptune Hotels, d'une validité de (1) un an à compter de son émission et déduisant les frais de gestion de Neptune Hotels en cas d'annulations. Les autres conditions applicables seront indiquées sur le bon.
25.2. No show ou ne pas se présenter dans le logement.
En cas de no show ou de non-présentation dans le logement sans préavis, l'établissement pourra facturer 100 % du total de la réservation à titre de frais. Neptune Hotels ne peut être tenu responsable si l'établissement retient de tels montants. Veuillez noter que si vous ne vous présentez pas le premier soir de la réservation et que vous allez vous enregistrer pour les nuits suivantes qui ont été réservées, certains établissements ont pour politique d'annuler toutes les nuits d'hôtel sans plus tarder ; nous vous recommandons par conséquent de donner un préavis suffisamment à l'avance si cela devait se produire. Neptune Hotels n'est pas responsable des conséquences de votre retard à l'entrée dans l'établissement, ou de toute annulation ou frais supplémentaires encourus facturés par l'établissement si vous ne vous présentez pas.
26. Droit de rétractation
Conformément à l'art. 97.1 du TRLGDU, l'utilisateur est informé que le droit de rétractation ne s'applique pas en vertu des dispositions de l'article 103 du TRLGDU.
27. Clause de non-responsabilité
Neptune Hotels assume la responsabilité envers l'utilisateur pour la confirmation de la réservation, mais n'est pas responsable du respect de la réservation elle-même, qui doit être effectuée par le fournisseur de services d'hébergement.
Si l'utilisateur a confirmé une réservation de logement par l'intermédiaire de Neptune Hotels et qu'un litige survient avant le service avec le fournisseur de logement (par ex. hôtel), Neptune Hotels s'engage à faire office de médiateur afin de proposer un logement alternatif dans un établissement de catégorie égale ou supérieure.
Si l'utilisateur décide de ne pas accepter l'alternative proposée, Neptune Hotels en tant qu'agence remboursera le montant payé.
Neptune Hotels s'engage à agir avec la plus grande diligence pour s'assurer que les données figurant sur ce site sont exactes et à jour à tout moment. Les informations figurant sur ce site Web ont été fournies par les fournisseurs et Neptune Hotels ne saurait être tenue responsable de toute inexactitude.
Des liens peuvent être établis dans le site Web vers d'autres sites Web sur lesquels Neptune Hotels n'a aucun contrôle et pour le contenu desquels Neptune Hotels n'est pas responsable, ainsi que vers le contenu d'autres méta-chercheurs qui font référence à notre site Web, sans être la propriété de Neptune Hotels.
28. Réclamations et prescription d'actions.
Afin de simplifier la résolution des réclamations par des moyens civils et de réduire les coûts pour le consommateur, toute réclamation éventuelle du consommateur pour inexécution ou mauvaise exécution du Contrat, doit être faite par écrit dans le courrier électronique :
En ce qui concerne les mécanismes alternatifs de résolution des litiges, conformément à la directive 2013/11/UE (LITIGES DE CONSOMMATION), le lien suivant donne accès aux entités accréditées de résolution des litiges en relation avec la plate-forme en ligne de résolution des litiges du règlement UE 524/2013 du Parlement européen et du Conseil : voir
Le délai de prescription des actions découlant des droits reconnus dans le décret royal législatif 1/2007 sera de 2 ans, conformément à l'article 169 du décret royal législatif 1/2007.
Version mise à jour le 29/05/2019
And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.
Unless the context requires otherwise, the following definitions shall apply. These definitions shall be understood as including both the singular and plural forms.
Ticket/e-ticket: this refers to the itinerary or receipt issued by or on behalf of the contractual transporter, electronic coupons and, if applicable, a boarding document of which these conditions are an integral part.
Contractual transporter: any air transporter that transports or agrees to transport the passenger and that passenger"s luggage under the air transport contract.
De facto transporter: another transporter that undertakes all or part of the transport services contracted with the contractual transporter under the latter"s authorisation.
Montreal Convention: A Convention for the standardisation of certain rules for international air transport, signed in Montreal on May 28, 1999.
EC Regulation 2027/97 of October 9, 1997 by the Commission, amended by EC Regulation 889/2002 of May 13, 2002, regarding the responsibilities of European Community airlines in relation to transporting passengers and their luggage.
EC Regulation 261/2004 of February 11, 2004 by the European Parliament and the Commission, which establishes common standards regarding compensation and assistance to airline passengers in the event that boarding is denied or flights are severely delayed or cancelled, thereby repealing EC Regulation 295/91.
2. Applicable regulations
Transport conducted under a contract signed through the Website shall be subject to the regulations and limitations established by the Warsaw Convention of 1929 and the Montreal Convention in the versions in effect at the time the reservation is made, unless such transport cannot be considered international transport according to the definitions established by the aforementioned Conventions, in which case it shall be subject to applicable national legislation. Whenever it does not contravene this legislation, the transport and other services provided by the transporter shall be subject to the provisions appearing on the airline ticket, any applicable taxes, the transport conditions established by the transporter and the provisions contained in this contract, with the exception of transport conducted between any point in the United States or Canada and any other point outside these countries, in which case the regulations currently in effect in those countries shall apply.
3. Valid term of the ticket
An airline ticket shall be valid for a minimum of TWELVE (12) months from the date of issue, unless a different period is specified on the ticket, in the transport terms and conditions, in the applicable regulations or in the transporter"s fee manuals.
4. Fees and conditions
The prices indicated on the website include airport taxes and fees, which are itemised whenever they are added to the airfare. However, the prices do not include the cost of visas or taxes for entering or exiting various countries and territories.
Airport taxes and fees shall remain subject to modification after the date on which the ticket is purchased. If a tax or fee is increased after the ticket purchase date, the passenger must pay the difference between the purchase price and the revised price. If delays in the payment of the reservation result in modifications of the applicable airport taxes and fees, these increases shall be passed on to the user from the moment of making the reservation until issuance of the ticket.
In order to offer the user the best price, both round-trip and one-way airfare shall be offered on round-trip reservations, i.e. for a round-trip reservation, one ticket shall be offered for the departure and another separate ticket for the return trip. On some occasions, we also offer what are called throwaway rates, in which case a return ticket is offered, as it offers a better rate than that of a one-way ticket. The terms of cancellation and modification for each ticket shall be independent from those of the other, thus the policies specific to each flight and each airline shall apply.
5. Documents required for the flight
Users shall be responsible for making any necessary inquiries to determine the documentation required by law or by the authorities in order to fly to their destination or places of transit, for procuring such documentation and for fulfilling any specific requirements of the competent government authorities in each case (for example, vaccines). Neptune Hotels, having fulfilled its general informational obligations, shall not be held responsible for the users" inability to embark on a booked flight due to their failure to obtain the necessary documentation or to fulfil the requirements of the competent government authorities.
The user affirms having knowledge of the government requirements in terms of documents, whether for entrance or exit, and agrees to comply with all applicable provisions. This information can be found on Spain"s Ministry of Foreign Affairs website at http://www.exteriores.gob.es/Portal/en/Paginas/inicio.aspx or obtained from the appropriate agency according to the user"s nationality.
The user is solely responsible for obtaining a boarding pass through the means provided by the various airlines. Once your reservation is confirmed, we will send you information on whether the procedure for obtaining your boarding passes will be managed through Tor Global Travel or directly with the airline. You should be aware of the possibility that certain airlines require you to present the printed boarding pass at the gate; otherwise additional fees or surcharges may apply.
If you are pregnant, please review the recommendations for pregnant women and remember that you must consult your physician before embarking on the trip. It is possible that some airlines may deny boarding to women in an advanced state of gestation; therefore, we recommend that you consult the policies of the airline in this regard.
For those wishing to travel with pets, the European Union has issued specific terms and conditions, as well as safety regulations, regarding pet transport. Persons with limited mobility will have access to a wheelchair on board. However, please remember that it must be requested from the airline at the time of making the travel reservations.
5.1. Domestic or national flights
For all flights, it is mandatory to be in possession of a valid ID. Some national flights may be considered international flights, in which case the passengers must be in possession of a valid ID or passport.
5.2 International flights
- On flights within the Schengen Area, whenever the user is a citizen of a European Union country, only a national ID is required, unless the Treaty has been temporarily suspended.
- In order to fly, it will be necessary to carry a national ID or passport, and depending on the destination, it may be necessary to procure a visa, as well. In no event shall a resident card be accepted as the sole means of identification. Under the Visa Waiver Program (VWP), through the Electronic System for Travel Authorisation (ESTA), citizens of Spain in possession of a valid Spanish e-passport may travel to, or pass through, the United States. In order to take advantage of this program, visit https://esta.cbp.dhs.gov, and complete and submit the provided application form.
In order to embark on a trip with a layover in a country other than the destination country, the user must fulfil the legal requirements for entry into that country, including all of the required visas and permits. Simply passing through the airports located in these countries is considered entering the national territory.
Tor Global Travel shall not be held responsible in the event of the user"s failure to obtain or present the necessary documentation.
The minimum estimated time for obtaining these permits may be up to three months, with an average wait of 20 days. Therefore, it is recommended to apply for these documents as far in advance as possible.
Minors under the age of 18 who are not accompanied by an adult may travel alone or accompanied by persons other than their parents or legal guardians as long as they meet the conditions and have the documentation required by the regulations of each country. In any case, we recommend consulting the specific airline to verify exactly what documents will be required.
Please be advised that some budget airlines (Ryanair, easyJet, etc.) will not transport unaccompanied minors under a certain age. In any case, we recommend consulting each specific airline to verify the age requirements for travel.
Tor Global Travel shall not be held responsible if a minor under the age of 18 is unable to board a booked flight because of a lack of documentation or a failure to meet the conditions required by the regulations of each country.
6. Confirming flight departure times
It is recommended that the user confirm the flight departure time with the airline at least 24 hours in advance, as airlines may change departure times at the last minute without providing sufficient time for Tor Global Travel to inform passengers of such modifications.
Furthermore, in the case of special or charter flights, the airline ID data, the airplane class, the schedule, the itinerary and any possible layovers are merely general indications; therefore, it is recommended that the user confirm this information prior to the scheduled departure of the flight.
7. Additional services (personalised service)
Personalised services (ECO, BRONZE, SILVER and GOLD) are service packages that sometimes include an insurance policy. These packages are not refundable under any circumstances (except in cases of Force Majeure).
The services included in each package are detailed below:
The GOLD PACKAGE includes:
Post-sales service at no charge
Automatic delivery of boarding passes
No charge for changes or cancellations
No charge for other post-sales services
The SILVER PACKAGE includes:
Fee of EUR20 for changes and cancellations
Fee of EUR5 for other post-sales services
The BRONZE PACKAGE includes:
Fee of EUR20 for changes and cancellations
Fee of EUR5 for other post-sales services
Fee of ?40 for changes and
Fee of EUR10 for other post-sales services
Payment for checking in any luggage besides carry-on bags must be made at the respective airline"s ticket counter, where the luggage will receive a bag tag. Any luggage that has been checked in will be handed over to the person holding the corresponding bag tag stub.
The fee for luggage check-in does not always apply from the point of origin to the final destination, as luggage may need to be checked in again at a connecting airport. The policy regarding luggage check-in depends on the airline (the luggage check-in fees of some airlines, such as Vueling, only cover the first flight when there is a layover) and on the specific airport or country in which the final destination or any layovers are located.
The airline is obligated to transport the passenger"s luggage, although it may limit the number or maximum weight of the bags and may opt to charge a fee, which must be established in the transport contract. We recommend consulting the airline regarding its policies on carry-on luggage prior to embarking on a flight.
In the event of any luggage incidents (damage, delays, loss, etc.), in accordance with the Montreal Convention, the airline is solely responsible for damages.
8.1 Luggage incidents (loss, damage, delay, etc.)
In the event of an incident with the user"s luggage, we recommend reporting the incident at the airline ticket counter (or to the handling agent or representative if the airline has no ticket counter) prior to leaving the airport. Upon reporting the incident at the airport, the airline or handling agent will issue a Property Irregularity Report (PIR), including a copy to be retained for the user"s records.
A formal claim must also be submitted to the carrier in writing, including a copy of the PIR. All claims must be filed within the time limits established by the Montreal Convention:
Damaged luggage: in the event that luggage has been damaged, the corresponding claim must be submitted to the carrier within a maximum of 7 days from the date of such damage.
Delayed luggage: if luggage is delayed, a claim must be submitted within 21 days of the date on which the luggage was supposed to be received.
Lost luggage: the Montreal Convention does not establish a time limit for lost luggage. However, it is recommended to submit a claim as soon as possible once the 21-day period during which the luggage is considered "delayed" has passed or upon confirmation from the airline that the luggage is indeed lost.
As luggage may be damaged during the time it is under the custody of the carrier, this policy does not cover any damage that occurs before or after this period, even when the trip is already underway or has not yet been concluded, for example, damage that occurs at the airport prior to check-in or once the luggage is again in the passenger"s possession.
8.2 Claims company and Populetic
In order to process claims against airlines, Tor Global Travel makes the services of Reclamador.es and Populetic available to the user. RECLAMADOR S.L. is a Spanish corporation with tax ID number B-86474012 and corporate headquarters in Madrid at 76 Calle Zurbano, #7 Left, 28010, recorded in the Commercial Registry of Madrid in vol. 29,888, folio 121, sheet M-537869. CUSTOMER CARE TECHNOLOGIES S.L. (Populetic) is a Spanish corporation with tax ID number B66546425 and corporate headquarters in Barcelona at 97 Calle Rambla Iberia, 08205 Sabadell, recorded in the Commercial Registry of Barcelona in vol. 44875, folio 129, sheet B-470060.
Reclamador.es or Populetic will process the claim on behalf of the user.
9. Cancellations and refunds
9.1 Once a reservation has been paid, a booking reference number has been assigned and the tickets have been issued, Tor Global Travel shall consider this reservation to be confirmed and therefore definite.
9.2 In the event that a flight is cancelled or delayed, the provisions of the corresponding legislation shall apply. If the airline cancels or delays a flight or denies boarding to a user with a validly issued ticket or causes the user to miss a connecting flight, whenever such connection is part of the transport contract and appears as a guaranteed service contracted by the user, the latter shall have the right to receive compensation from the carrier in the terms set forth by applicable legislation.
If any of the situations mentioned in the preceding paragraph should occur, the user must immediately request that the representative of the airline responsible for carrying out the flight attempt to resolve the issue.
9.3 If the user is denied boarding or is subjected to the cancellation or significant delay of a flight and the airline responsible for carrying out the flight fails to fulfil its duties, the user must submit a claim before the competent national authority. If the flight departs from a country in the European Union, the claim must be submitted in that country. If flying from outside the European Union on a flight operated by a company located in the European Union, the passenger must submit any claims in the European Union country in which the flight disembarks. To obtain the name and address of the competent authority or to learn about organisations that can provide advice or assistance with other claims (for example, those related to luggage, travel packages, bodily injury or death), the user may contact Europe Direct by calling the toll-free number 00 800 67 89 10 11 or by using the contact form available at https://europa.eu/european-union/contact_en.
9.4 Some of the tickets offered by Tor Global Travel have non-refundable airfare, which means that no type of reimbursement shall be available in the event of changes, modifications or cancellations initiated by the user. In the case of this type of airfare, the user agrees to the terms and conditions of the tickets he or she obtains from the airline, acknowledges that such tickets are not refundable under any circumstances and waives any right to reimbursement.
For this reason, it is recommended that the user secure Cancellation Insurance at the time of confirming the reservation.
9.5 Reservations made with budget airlines: although Tor Global Travel is available to aid in the process of cancelling these tickets, the airlines frequently do not allow anyone except the user to make this type of request. Therefore, it is always recommended that users cancel their tickets themselves, without going through an intermediary. In the event of changes or cancellations initiated by the airline, the airline shall be solely responsible for these, as Tor Global Travel merely acts in its capacity as broker for this type of reservation.
9.6 In the event that the fee is fully or partially refundable, the amount of the reservation will be returned in the form of a voucher, valid for a period of one (1) year from the date of issue and redeemable for any service offered by Neptune Hotels, not counting Neptune Hotels"s service fees for cancellations. All other applicable conditions will be shown on the voucher, itself.
10. Modifications requested by the User
10.1. If a User makes a request to cancel or change the date of a reservation, the decision shall be made on a case-by-case basis, subject to the airline"s consideration and acceptance, and the User shall be informed as to the specific modification and cancellation policies applying to the reservation. Tor Global Travel will charge handling fees in the amount of FORTY euros (?40) per person for date changes or cancellations. These handling fees are not refundable under any circumstances. In the case of budget or low-cost airlines, if the reservation permits changes, cancellations or requests for special services, it is mandatory for the User to contact the airline directly, as Tor Global Travel cannot implement special requests, changes or cancellations in the tickets issued by the these airlines.
10.2. In order to process a change or cancellation, Tor Global Travel must receive the request and the User"s acceptance of the fees related to the change or cancellation in writing at least SEVENTY TWO (72) hours prior to the scheduled departure. In order for a request for modification or cancellation to be considered received, it must be delivered during office hours from 8:00 a.m. to 10:00 p.m. GMT +1 Monday through Friday and 9:00 a.m. to 6:00 p.m. GMT +1 on Saturdays. Otherwise, the request shall be considered as being received on the following business day (non-working days are Saturdays after 6:00 p.m. GMT +1 and Sundays).
10.3 The data entered when confirming a purchase (personal information, selected flights, etc.) must be correct, as any subsequent modification may result in the loss of the original rate and may incur penalties imposed by the airlines.
If the reservation contains errors due to the user having provided incorrect data, the user must contact Tor Global Travel as soon as possible in order to make the necessary arrangements with the airline and minimise any possible fees.
10.4. Tor Global Travel will charge ?10,00 from service fee for add extra service to your booking flight after purchasing confirmation like bagagge, boarding pass, milles card or similars in each request.
11. Cancellation insurance
Tor Global Travel offers the user the opportunity to secure Cancellation Insurance, which, in accordance with the conditions and requirements stipulated in the policy, permits recovery, when necessary, of any sums paid for the reservation. Tor Global Travel recommends purchasing this insurance, which goes into effect the moment the reservation is confirmed. Tor Global Travel recommends reviewing the general terms and conditions of the policy, as well as any possible exclusions, prior to purchasing the insurance. The insurance company is separate from Tor Global Travel.
12. Discount for residents of the Balearic Islands, Canary Islands, Ceuta and Melilla
During the reservation process, if the User checks the box indicating that he or she is a resident of these areas, the prices displayed will include the discount whenever permitted by the specific airline and flight, and the User"s consent will be requested to verify his or her resident status through the automated resident verification system (known by its initials in Spanish, SARA).
Confirmation of the reservation shall be conditioned on the User"s resident status being verified.
This discount may not be applied retroactively to tickets that have already been confirmed or used. Before requesting a ticket including the resident discount, it is the User"s responsibility to make any necessary inquiries regarding the required documentation and whether or not the User"s nationality or legal status entitles him or her to this discount.
13. Large family discounts
In accordance with Order 3837/2006 issued by Spain"s Ministry of Public Works, a discount shall be applied on national airfare for members of large families. This discount may be combined with the discount given to residents of the Balearic Islands, Canary Islands, Ceuta and Melilla.
In order to obtain the large family discount, the User must prove his or her large family status to the airline by presenting a valid official large family certificate or individual document issued by the corresponding Autonomous Community.
During the ticket purchasing process, the necessary information will be requested in order to confirm that the User qualifies for this discount.
When electronic sales are not permitted, at the time of payment, prior to boarding, the User must present the documents required by the transporter for verification, even if the User has already been issued a boarding pass. If the User fails to prove his or her identity or large family status, or if the information does not coincide with the person whose name appears on the ticket, the User may not embark on the corresponding flight using that ticket.
13.1 Large family discount with low-cost or budget airlines
This type of discount is not always applicable on flights operated by low-cost or budget airlines. Therefore, in order to take advantage of this discount, the User must request the information from Tor Global Travel or make the reservation directly with the airline.
14. Responsibilities of the airlines regarding passengers and their luggage
14.1 Indemnification in the event of injury or death
In accordance with applicable regulations, the carrier is liable for damages in the event that a passenger suffers bodily injury or death, whenever the accident causing the injury or death has occurred aboard the airplane or during the boarding or disembarking process. The liability of the airline may be partially or fully waived if it can be proved that the negligence or undue action or omission on the part of the passenger caused or contributed to the incident.
There is no liability ceiling limit in the event of the injury or death of a passenger. The carrier may not contest claims for indemnification of damages of SDR 100,000 or less. Above this amount, the airline may only contest a claim in the event that it can prove that the damages occurred through no negligence or fault of its own or that the damages resulted solely from the negligence or other undue action or omission of a third party.
Special Drawing Rights (SDR) are a unit of account defined by the International Monetary Fund (IMF). Their value is the sum of the values of given quantities of various currencies: US dollars (USD), euros (EUR), Japanese yen (JPY) and pounds sterling (GBP). The current value in US dollars can be found on the International Monetary Fund website (www.imf.org). The equivalent amount in euros can be found on the Bank of Spain website (www.bde.es/bde/en/).
14.2 Advance payment in the event of injury or death
In the event of the injury or death of a passenger, within fifteen days from the date of identifying the person to whom indemnification is due, the airline must pay a sufficient sum of money in advance to cover that person"s immediate financial needs. In the event of death, this advance payment may not be less than SDR 16,000.
14.3 Passenger delays
In the event that the passenger"s arrival at the destination is delayed, the airline is liable for damages whenever it has failed to take or been unable to take all reasonable measures to prevent such damages. Liability in the case of passenger delays shall be limited to SDR 4,150 (approximate amount in local currency).
14.4 Delayed luggage
In the event that luggage is delayed, the airline is liable for damages whenever it has failed to take or been unable to take all reasonable measures to prevent such delays. Liability in the case of delayed luggage shall be limited to SDR 1,000.
14.5 Destruction, loss or damage to luggage
In the event that luggage is destroyed, lost or damaged, the airline shall be liable up to the amount of SDR 1,000. With regard to checked luggage, the airline is liable even when not at fault, except when the luggage was already damaged. With regard to luggage that was not checked in, the airline is only liable for damage for which it is at fault.
14.6 Higher limits for luggage
The passenger may increase the limits of liability by making a special declaration and paying a surcharge at the time the luggage is checked in.
14.7 Luggage-related claims
If checked luggage has been damaged, delayed, lost or destroyed, the passenger must notify the airline in writing as soon as possible. In the case of damage, written notification of the situation must be submitted within seven days of the date on which the luggage was made available to the passenger and, in the case of delay, within twenty-one days of the date on which the luggage was supposed to be made available to the passenger.
14.8 Liability of the airline with which the service was contracted and the airline responsible for providing it
If the airline responsible for operating the flight is not the same as the airline with which it was contracted, the passenger may submit a complaint or claim to either airline. If the ticket displays the name or code of an airline, it will be that of the contracting airline.
14.9 Time limits for submitting claims
Any claim submitted before a court of law must be presented within a period of 2 years from the date of the airplane"s arrival or the date on which it was supposed to arrive.
14.10 Basis of the information
The regulations described herein are based on the Montreal Convention of May 29, 1999, implemented in the European Community through EC Regulation 2027/97 (amended by EC Regulation 889/2002) and national legislation in the various member states.
14.11 Passenger rights in the event that boarding is denied or a flight is severely delayed or cancelled
Articles 4, 5 and 6 of EC Regulation 261/2004 establishes that, if a passenger is denied boarding or the flight is cancelled, the airline responsible for operating the flight is obligated to indemnify the passenger and provide assistance. Whenever payment has been made within the specified period, the following passengers shall avail of these rights for any flight, including charter flights:
a. Passengers flying out of an airport located within the territory of an EU member state subject to the provisions of the Treaty
b. Passengers flying out of an airport located in a third country whose destination is another country located within the territory of an EU member state subject to the provisions of the Treaty, unless they have the right to benefits or compensation and assistance in this third country, whenever the air carrier responsible for operating the flight in question is a European Community carrier
14.12 Denial of boarding
Whenever the number of passengers exceeds the number of available seats, the airline must first ask for any volunteers to give up their seats in exchange for certain compensation, under the conditions agreed upon between the interested passenger and the air carrier responsible for operating the flight. The volunteers shall receive assistance, which must include the option of a refund for the amount of their ticket (with a free return ticket to the original point of departure, if applicable) or an offer for alternative transport to the final destination.
If there are no volunteers, the airline must pay the passenger compensation in the amount of 250 euros for flights of less than 1,500 kilometres, 400 euros for flights over 1,500 kilometres within the European Union or flights between 1,500 and 3,500 kilometres outside of the Community, and 600 euros for flights over 3,500 kilometres outside of the European Union. This compensation may be cut in half if the delay in alternative transport is no greater than 2, 3 or 4 hours, respectively.
The airline is obligated to give the passenger the choice between reimbursement for the amount of the ticket (along with a free return ticket to the original point of departure, if applicable) and an alternative means of transport to the final destination, to offer him or her sufficient food and drink, as well as lodging at a hotel, when necessary (including transport to and from the hotel), at no charge, and to provide a means of communication.
14.13 Cancellation of flights
In the event that a flight is suspended, the airline responsible for operating the flight must give the passenger the choice between reimbursement for the amount of the ticket (along with a free return ticket to the original point of departure, if applicable) and an alternative means of transport to the final destination, to offer him or her sufficient food and drink, as well as lodging at a hotel, when necessary (including transport to and from the hotel), at no charge, and to provide a means of communication.
The airline may also be required to compensate the passenger in an amount equal to that payable in the event of denied boarding, unless the passenger has been notified of such cancellation sufficiently in advance and has been offered alternative transport with a schedule close to that which was initially anticipated.
All compensation or refunds shall be paid in cash, via EFT, by check or in travel vouchers upon the passenger signing an agreement thereto, and shall be effectuated within a period of 7 days.
If these rights are denied, the user must submit a claim with the airline operating the flight.
14.14 Severe delays
Immediate assistance: if the passenger makes the payment within the specified period for any flight, including charter flights, departing from an airport within the European Union or arriving at an airport within the European Union from another airport outside of it when the flight is operated by an airline from the European Community, and if the airline operating the flight anticipates a delay of 2 hours or more for flights of less than 1,500 kilometres, 3 hours or more for flights of more than 1,500 kilometres within the European Union or other flights between 1,500 and 3,500 kilometres, or 4 hours or more for flights of more than 3,500 kilometres outside of the European Union, the airline is obligated to offer him or her food and drink, as well as lodging at a hotel, when necessary (including transport to and from the hotel), in addition to providing a means of communication.
Whenever the delay is 5 hours or more, the company must also offer the user a refund of the full price paid for the ticket, corresponding to the part or parts of the trip that were not carried out, if the flight no longer bears any relation to the passenger"s initial travel plans, as well as a return flight to the initial point of departure as soon as possible, if appropriate.
If these rights are denied, the user must submit a claim with the airline operating the flight.
Subsequent claims: if the party responsible for the delay of a flight in any part of the world is an EU airline, the user may claim up to SDR 4,150 in damages. If the airline is not in agreement with the claim, the user may resort to the courts of law.
The user may file a claim against the airline with which he or she contracted the flight or against the one operating it, if they are not the same.
Liability: any limitation or waiver of the carrier"s liability shall apply to its agents, representatives and employees, as well as to any other individual or entity whose aircraft is used by the carrier for transport and to the representatives, agents and employees of that individual or entity.
The provisions of the contract are binding to every agent, employee and representative of the carrier that does not have the authority to modify or renounce them.
Tor Global Travel shall not be held liable for any duplicate reservations the user may make, nor shall it be held liable for impracticable reservations, for example, if one passenger has reservations for flights to two different places at the same time.
15. Unpaid airline tickets
If the User"s credit card is rejected or declined for the amount of the reserved airline tickets for any reason in a sale in which Tor Global Travel acts as broker, the reservation may be cancelled without notice by the airline.
If there is a charge-back, cancellation or rejection of the charges made on the credit card, whether in full or in part, Tor Global Travel shall have the right to charge a fee for non-payment upon having issued and paid for the airline tickets.
16. Responsibilities of the User
The passenger is required to arrive at the airport at the time established by the airlines or sufficiently in advance to make all the necessary arrangements prior to the flight and, in any event, at least an hour-and-a-half before national flights and two hours before international flights. Tor Global Travel shall not be held liable for the User"s failure to comply with this precaution.
In the case of connecting flights, the User should be aware that there is a series of minimum connection times that must be observed. If the User complies with these and still misses the connecting flight, the airline shall be responsible for putting him or her on the first available flight, unless the passenger has some sort of restricted ticket. When connecting flights are provided by airplanes from the same airline and the flights are missed through fault of the airline, the airline shall be liable 100 percent of the time.
It is recommended that the User enquire with Tor Global Travel as to the minimum connection time and that he or she always allow a sufficiently prudent margin between flights.
Tor Global Travel displays flights with connections that observe the minimum connection times established by each airport. These minimum times for each airport are established in relation to connections between planes without taking checked-in luggage into account, i.e. the connections are guaranteed whenever the User does not have to retrieve his or her luggage at the connecting airport and check it in again. In the event that luggage needs to be checked in again during the trip, connection times must allow for more than 2 hours.
The User is responsible for avoiding scheduling flights without allowing at least the amount of time indicated above in order to make a connection. Failure to observe this margin involves a risk that cannot be controlled or minimised by Tor Global Travel.
Airlines occasionally offer direct flights with technical stops at points other than the departure or arrival destinations. These stops may be for purposes of changing planes, picking up additional passengers or any other technical matter. Tor Global Travel shall inform the User of these stops whenever the airline has provided this information. In no event shall Tor Global Travel be held liable for any resulting damages or inconvenience.
18. Special services required by the User
If the User needs to confirm any type of special service, such as a wheelchair, animal transport, either in the cabin or in the hold, or special dietary requirements, he or she must indicate this in the SPECIAL INSTRUCTIONS field. In the case of wheelchairs, the User must specify the type of service needed, whether or not he or she can use stairs, etc. In the case of animals, the User must specify the type of animal, the means of carriage and the combined total weight of the animal and the carrier.
If the User wishes to confirm the reservation of a service, even if the service is denied by the airline, he or she is fully responsible for indicating this in the SPECIAL INSTRUCTIONS field. In the event that the information is unavailable, we will confirm the reservation alone, without regard to the status of the requested service.
19. Neptune Hotels"s responsibilities
Neptune Hotels, as the legal owner of this website, offers the user various air transport services, acting in the name and on behalf of the air carriers. In no event shall the operation of this website be construed as a means of direct sales in the name of these services, as Tor Global Travel acts solely as a broker in all cases.
Low-cost or budget airlines directly process the tickets they issue.
20. Payment methods
On Neptune Hotels, the User may pay using a debit card or credit card (VISA, MASTERCARD, DINERS, JCB or AMERICAN EXPRESS), through a PayPal account, with bitcoins or even via EFT, subject to the fulfilment of certain requirements. When making reservations with a discount or low-cost airline, the payment currency will always be that of the country from which the originating flight is scheduled to depart, in which case the applicable exchange rate shall be that which is in effect at the banking institution issuing the payment.
Prices are expressed in various currencies, although the fees for contracting the services are charged in euros (EUR), US dollars (USD) or pounds sterling (GBP), depending on the payment currency selected by the user. Nevertheless, in some cases when using a secure payment gateway, the user is also given the option of paying with other types of currency.
All of the products offered online may be paid via PayPal or with bitcoins, except for cruises, car rentals, certain hotels that only accept payment at the front desk and certain flights for which the airline only accepts payment by credit card.
When making reservations with a discount or low-cost airline, the
payment currency will always be that of the country from which the
originating flight is scheduled to depart.
Updated August 8, 2019
And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.
- Onlinetravel's role as agent
- Reservation confirmation
- Transporter fee conditions
- Modifications and cancellations
- Handling fees
If a reservation is modified or cancelled, Onlinetravel will charge a handling fee of EUR6 per passenger.
In the case of combined purchases of lodging and transportation services, the fee shall be EUR20 per passenger.
By and between, Tor Global Travel, S.L.U., with registered office in Madrid, Calle Gran Vía 22 Dcdo 5º 28013, and Tax Identification Number (NIF) B-87500856, CICMA 3750. (hereinafter, Onlinetravel)
And the user, who accesses the website to learn about and contract the services offered through the website and who declares to be of legal age (that is, at least 18 years of age) and has the legal capacity necessary to enter into this agreement and to use this website in accordance with this Legal Notice and with the General Conditions of each type of service offered on the website, both of which the user hereby declares understands in their entirety.
1. Applicable legislation and acceptance of these Conditions
The travel package contract is governed by the agreement between the parties, the terms established in these General Conditions, the provisions of Royal Legislative Decree 1/2007 of November 16, which ratified the amended text of the General Law in Defence of Consumers and Users and other Supplemental Laws, and any regulations that may replace it.
Booking or participating in any of the offered travel packages implies the express acceptance of each and every clause of these General Conditions, as well as the specific terms that are agreed upon in the contract or that appear in the travel documents.
2. Travel packages
A 'travel package' shall be understood as a pre-set combination of at least two services that are sold or offered together for an overall price, whenever the period of such services exceeds 24 hours or includes one night of lodging. Such services include transportation, lodging and any other tourism services that are not transportation or lodging accessories, but that constitute a significant part of the travel package.
All the organised tours found on the Onlinetravel website are organised by various wholesale travel agencies (also referred to as 'tour operators').
3.1. Price revisions
The prices set forth in the contract may not be modified, whether upwards or downwards, except when the possibility of such modification is explicitly indicated, the precise calculation methods for such purposes are clearly defined and, in the event of an increase, the User is notified of the modification at least 20 days prior to the scheduled departure date.
Modifications shall only be made in order to incorporate variations in the cost of transportation, including the price of fuel, the taxes and fees related to certain services and the exchange rates applied to the organised tour.
3.2. The price of the travel package includes:
Indirect taxes on consumption, when applicable
Lodging at the chosen establishment with the contracted board type, whenever such service is included in the programme
All of the services and supplemental items expressly specified in the contracted programme
Airport taxes and fees, when applicable
Transportation, whenever such service is included in the contracted programme
Technical assistance during the trip, whenever such service is specifically included in the contracted programme
3.3. The price of the travel package does not include:
Any other service not expressly specified in the contracted programme, including, but not limited to, visas, vaccination certificates, 'extras', such as coffee, wine, liquor, mineral water, special diets, laundry and ironing, parking, telephone use, cribs, TV rental, spa services, thermal baths, massages, medical, therapeutical or health treatments and any other similar services that are offered by the establishment for an additional fee and are not included in the price paid for the primary lodging services that have been contracted.
In the case of certain destinations, additional taxes may apply, including, but not limited to, lodging and local taxes, which may vary in relation to the particular destination and the classification of the establishment. The User shall be solely responsible for paying such taxes, which shall be paid directly at the hotel establishment.
3.4. Payments and refunds
The travel arrangements must be fully paid by the time the documents are sent, or in any event, prior to the scheduled departure date.
Requesting a reservation implies the User's subsequent acceptance of the corresponding fees, which will be charged to the User's selected payment method.
In the event that the charge is declined for any reason, after informing the User of the situation in order to attempt to resolve the payment issue, the reservation shall be cancelled.
In the event that full payment of the agreed price is not received in accordance with the indicated conditions, this shall be construed as the User's cancellation of the travel arrangements, whereupon the terms established in the 'Cancellation on the part of the consumer' section shall apply.
In the event that the organiser is unable to provide any of the services requested by the User before signing the contract, Onlinetravel shall inform the User of the situation so the latter may cancel the travel arrangements and recover any amounts that have been paid in advance.
All refunds that are due for any reason shall be processed through Onlinetravel, with no reimbursement whatsoever to be made for services that are voluntarily unused by the consumer.
In the event that the User makes a reservation for a low-cost airline + hotel, two separate charges will appear on the User's credit card: one from the low-cost airline for the corresponding airfare, and the other from the retailer (Onlinetravel) for the remaining contracted services.
In the event of a cancellation when the fee is fully or partially refundable, the amount of the reservation may be returned in the form of a voluntary refund voucher. This voucher will be valid for a period of one (1) year from the date of issue and redeemable for any service offered by Onlinetravel, not counting Onlinetravel's service fees for cancellations. All other applicable conditions will be shown on the voucher, itself.
The voluntary voucher offer does not restrict the user"s right at any time to receive a reimbursement of the amount paid, which would be credited within a maximum of fourteen (14) days to the same payment method used to make the original purchase.
4. Modification or cancellation of the travel arrangements on the part of the consumer
The User may cancel the requested or contracted services at any time and shall have the right to the full refund of any amounts paid; however, the User must pay the amounts indicated below as indemnification, unless the cancellation is due to Force Majeure:
a) The User shall pay any applicable handling and cancellation fees, as well as a penalty comprising 5% of the total amount of the travel arrangements if the cancellation is made more than ten and fewer than fifteen days prior to the departure date, 15% if made three to ten days prior, and 25% if made during the final forty-eight hours prior to the scheduled departure.
If the User fails to appear at the scheduled time and place of departure, he or she shall be obligated to pay the full price of the travel arrangements, including any pending payments, unless expressly agreed otherwise by the parties.
b) In the event that the travel package services that were contracted and subsequently cancelled were subject to special financial terms and conditions (for example, non-refundable hotel or transportation fees, charter or special flights, airplane fleets, circuits, excursions, etc.), the cancellation fees established by the provider of each specific service shall apply.
5. Modification or cancellation of the travel arrangements on the part of the organiser
5.1. Prior to departure
In the event that it becomes necessary to make significant modifications to an essential element of the travel contract prior to the scheduled departure date, Onlinetravel shall alert the User as to the situation immediately and shall be responsible for offering an alternative with the same characteristics as the originally requested travel arrangements (in any event, the User may choose between terminating the contract without penalty or accepting a modification to the contract, specifying the variations and their effect on the price).
The User must communicate his or her decision within three days of being notified of the modification. If the User fails to communicate a decision in the specified terms, it shall be understood that the User has opted to terminate the contract with no penalty whatsoever.
In the event that the User opts to terminate the contract or the organiser cancels the travel package before the scheduled departure date for any reason not attributable to the User, the latter shall have the right, from the moment the contract is terminated, either to receive full reimbursement of any corresponding amounts paid or to substitute the travel package with another of equal or greater value, whenever the organiser or retailer is able to offer such package.
5.2. Once travel has been initiated
In the event that, subsequent to the travel departure date, the organiser fails to provide, or confirms the inability to provide, a significant part of the services set forth in the contract, the organiser shall adopt any appropriate solutions permitting the continuation of the organised tour, without imposing any surcharge whatsoever on the User, and if necessary, shall reimburse the latter in the amount of any difference between the contracted services and those actually provided. If the User continues the trip utilising the solutions provided by the organiser, this shall be construed as the User's tacit acceptance of such proposed arrangements.
If the solutions adopted by the organiser are not viable or if the User rejects them on reasonable grounds, the former must provide the latter, at no additional cost, with a means of transport equivalent to that used in the contracted travel in order for the User to return to the point of origin or another destination agreed upon by the parties, without prejudice to the recovery of any applicable indemnification.
6. Transfer of reservation
The primary contractual party or beneficiary may transfer the travel package reservations free of charge to any person who satisfies all the required conditions, whenever Onlinetravel is informed of such transfer in writing at least 15 days prior to the scheduled departure date.
The person transferring the travel package reservations and the person to whom they are transferred shall be jointly responsible for any balances due, as well as any additional justifiable expenses that may arise from such transfer.
7. Responsibilities of the User
The User is obligated, preferably while at the destination, to inform the organiser or Onlinetravel, as well as the provider of the service in question, if applicable, in writing or by any other means conserving a record, of any non-fulfilment in the execution of the contract.
If the User does not agree to the proposed solutions, he or she shall avail of a one-month period in which to file a claim against the retail agency or organiser, and the latter shall avail of a maximum period of one month from receipt of such claim to provide a formal response via the same channels.
It is the responsibility of the User of any contracted service to make the necessary inquiries in order to ensure compliance with all the entrance requirements related to the travel, taking his or her personal and legal situation into consideration, and to ensure that all the necessary identification documents are in his or her possession, in accordance with the destination country and the airline(s) that will be flown. The User is hereby advised that, under certain circumstances, a national ID document will not be sufficient for domestic or continental flights, for example, on Iberia's 6000 Series flights or flights that originate outside the borders of Spain and use Spain as a transit zone en route to the final destination. In the event that the User fails to comply with these recommendations or requirements, he or she shall be solely responsible for any resulting expenses, losses or damages, whether incurred personally or by the company, including the inability to utilise the travel arrangements that have been booked. The United States Department of Homeland Security requires all passengers (including minors) who are flying to the US or travelling within its territories (including Puerto Rico) to be in possession of a biometric passport (or e-passport) and to have secured approval through the Electronic System for Travel Authorisation (ESTA). The User is also advised of the necessity of obtaining any other appropriate mandatory authorisation for entrance and transit in the destination country or transit zone, in accordance with applicable regulations. All of this information can be found in the website of Spanish Ministry of Foreign Affairs at http://www.exteriores.gob.es/Portal/en/Paginas/inicio.aspx
8. Responsibilities of the organiser and retailer
In accordance with their respective roles in administering the travel package, the organiser and retailer shall be responsible to the User for the proper fulfilment of their contractual obligations, regardless of whether they execute such obligations themselves or through third-party service providers, without prejudice to their right to initiate legal actions against such service providers.
Any business owners appearing jointly in the contract, regardless of their classification or the relationship between them, shall be jointly responsible to the User, without prejudice to the right of the party responding to the User to seek legal recourse against the party responsible for the non-fulfilment or unsatisfactory fulfilment of the contract according to that party's respective role in administering the travel package.
The party shall likewise be liable for any damages suffered by the User as a consequence of the non-fulfilment or unsatisfactory fulfilment of the contract.
Such liability shall not apply under the following circumstances:
a) When the shortcomings in the fulfilment of the contract are attributable to the User
b) When such shortcomings are of an unforeseeable or insurmountable nature and are attributable to a third party not involved in the provision of the services established in the contract
c) When such shortcomings are due to Force Majeure, which shall be understood as circumstances beyond the control of the affected party that are unusual and unforeseeable and whose consequences could not have been prevented despite having acted with due diligence
d) When the shortcomings are due to an occurrence that the retailer or organiser, if applicable, was unable to foresee or surmount in spite of having exercised all necessary diligence
Indemnification for any damages resulting from non-fulfilment or unsatisfactory fulfilment of the services included in the travel package shall be limited in accordance with the provisions of the international agreements regulating such services.
The organiser shall not be held liable for damages arising from any independent service not included in the travel package (such as hotel reservations on prior or subsequent days, transportation from the passenger"s point of origin to the point of departure of the trip and vice versa, missed connecting flights, etc.).
Any damages other than personal injury must always be confirmed by the consumer.
If it is impossible to guarantee the traveller's return trip as agreed in the travel package contract because of circumstances that are unavoidable and extraordinary, Onlinetravel or the organiser, if applicable, shall assume the cost of any necessary accommodations, which should be of an equivalent category whenever possible, for a period not to exceed three nights per traveller. Whenever European regulations regarding passenger rights associated with the means of transportation utilised for the traveller"s return trip specify longer periods, these periods shall apply.
In no event shall Onlinetravel be held liable for the costs of lodging, maintenance, transport or other expenses that arise as a result of delayed departures or returns of the means of transport, whenever such delays are due to Force Majeure. Whenever the trip is carried out by any means of land transportation contracted either directly or indirectly by the organiser, in the event of an accident, the consumer shall be required to present the pertinent claim against the transportation entity in order to safeguard any necessary compensation from the entity"s insurance. Onlinetravel will provide no-cost assistance and guidance in managing the related procedures.
Onlinetravel reserves the right to modify the clauses of the contract prior to the start date of the travel package, but only with regard to aspects of the trip that are not significant. Onlinetravel must notify the passenger of such changes in advance, in a clear and understandable manner. If any of the services included in the package are not fulfilled in accordance with the contract, the organiser and the retailer must rectify such non-fulfilment, unless doing so would be impossible or would entail disproportionate costs, taking into account the seriousness of such non-fulfilment and the value of the affected travel services.
If the proposed alternatives result in a travel package of lesser quality than that specified in the contract, the organiser or retailer, if applicable, shall apply a suitable reduction in the price paid by the traveller.
The traveller may reject the proposed alternatives only if such alternatives are not comparable to the arrangements that were agreed upon in the travel package contract or if the proposed reduction in price is insufficient.
9. Responsibilities of the airlines
In the event of overbooking, severe delays, loss of luggage, etc., a passenger holding an airline ticket may directly demand that the airline provide transportation in fulfilment of its obligations under EC Regulations nos 889/2002 and 261/2004 and under the Montreal Convention, 1999.
10. Information for the user
Under current regulations, the user has the opportunity to contract and receive advice on supplemental insurance covering the costs of repatriation in the event of an accident, illness or death, as well as general information on the probable risks inherent in the destination and the contracted travel arrangements.
More information on the traveller"s primary rights, in accordance with the amended text of the General Law in Defence of Consumers and Users and other supplemental laws, as established by Royal Legislative Decree 1/2007 of November 16 can be found at https://www.boe.es/buscar/act.php?id=BOE-A-2007-20555.
Reservations are subject to acceptance by the provider, depending on availability at the time they are made.
In the event that the passenger has limited mobility or special needs, these can be indicated through our webpage during the reservation process.
Some travel packages are unsuitable for clients with limited mobility or special needs. Please consult our agents for more detailed information.
12. Other supplemental information
12.1 Travel by airplane
In the case of airplane travel, the passenger must arrive at the airport at least two hours in advance of the scheduled departure time and must strictly adhere to any specific recommendations indicated in the flight documentation that has been provided. It is recommended that the client reconfirm the scheduled departure or return times for all flights 48 hours in advance. Schedule changes in charter flights, which may occur up to 48 hours prior to the departure date, shall not be considered sufficient grounds for the client to cancel the trip.
A flight will always be considered a direct flight when the documents consist of a single flight coupon, regardless of whether or not the flight makes a technical stop. In some cases, certain legs of a flight are provided by an airline that does not appear on the ticket or in the reservation confirmation. This is a result of the use of shared codes and alliances between airlines, for which neither the organiser nor Onlinetravel may be held responsible. Since 2007, airlines have required electronic tickets. Because of the multitude of airlines and rates, it is recommended to reconfirm the luggage allowance in each individual case.
In the event that the passenger"s arrival at the destination is delayed, the airline is liable for damages whenever it has failed to take or been unable to take all reasonable measures to prevent such damages. Airlines require that the flight coupons making up a ticket be used sequentially; therefore, the passenger"s failure to show up for the outbound flight shall result in the airlines cancelling the return flight without prior notice.
12.2 Hotel categories
The quality and content of the services provided by the hotel shall be determined by the official category assigned to it, if any, by the competent authorities in the country where it is located. In order to make it easier for the consumer to understand the services and categories of lodging establishments, the information on a hotel category will sometimes be based on the star system, even if this is not the system used in the country where the hotel are located, with the understanding that such classification solely represents the assessment made by the organiser.
Rooms Given current legislation, which only establishes the existence of individual or double rooms, permitting some of the latter to be equipped with a third or fourth bed, it shall be assumed that the use of these extra beds is made with the knowledge of the persons occupying the room, and as such, the room shall be listed as a triple room on all printed copies of reservations provided to the consumer.
Check-in and check-out The usual check-in and check-out hours at the hotels depend on the first and last service the traveller will be using. Unless expressly agreed otherwise, as a general rule, the rooms may be used as of 2:00 p.m. on the day of arrival and must be vacated before noon on the day of check-out.
When the contracted service does not include continuous accompaniment by a guide, in the event that the user anticipates arriving at the reserved hotel or apartment on a different date or at a different time from that which is indicated, in order to prevent problems or misinterpretation, it is appropriate to directly notify the agency or lodging establishment of this circumstance as far in advance as possible.
Hotel lodging services shall be understood as having been provided as long as the room was available to the consumer on the corresponding night, even when the actual check-in time is later than initially anticipated, as a result of the unique circumstances of the travel package.
Admission of pets When making the reservation, the user must consult with the travel agency, in this case, Onlinetravel, as to whether it is allowable to bring animals, as they are generally not permitted in hotels or apartments.
Food service S.A./H.A. = Lodging only A.D./H.D. = Lodging and breakfast M.P.= Half board (normally breakfast, dinner and lodging); P.C. = Full room and board (breakfast, lunch, dinner and lodging). Full room and board with drinks (the drinks included may vary depending on the hotel at the destination). T.I. = All-inclusive S.P. = By programme
Unless expressly indicated, drinks and room service are never included.
Depending on flight times, there may be cases in which it is impossible to enjoy one or more of the services indicated as being included. If this happens, the consumer must notify the agency.
Supplemental services If a user requests supplemental services (a room with an ocean view, etc.) that cannot be definitively confirmed by the organiser and these services cannot be provided, the retail agency shall not assume any liability beyond reimbursing the client for the amount paid for such services, either immediately upon the client"s cancellation of the service or at the conclusion of the trip. In accordance with the determinations of certain hotel establishments, some facilities and conveniences may only be available during specific periods and not during the entire season, for example, air conditioning, heating, pools, hot tubs, etc. Depending on the number of clients of a given nationality, hotels reserve the right to schedule exclusive activities in foreign languages.
At the time of making the reservation, the consumer is fully and exclusively responsible for correctly indicating the number of persons that will be occupying the apartment, including all children, regardless of their ages. The user is advised that the apartment management may legally refuse to admit undeclared persons, and the user shall have no legal remedy in such cases. In some cases, extra beds or cribs may be available, as long as these are requested by the consumer prior to signing the contract. Unless expressly indicated to the contrary, these are not included in the listed price of the apartment.
The organiser advises the consumer that, in the case of tours, the lodging service will be provided in one of the related establishments or in another of the same category and in the same zone, and that the itinerary of the tour may be organised in accordance with one of the options described in the programme or offer. In such cases, if the consumer accepts this modality prior to signing the contract, the corresponding lack of definition shall not constitute modification thereof. The coaches used in the tours may vary in their characteristics depending on the number of participants. If there are not a sufficient number of passengers for a given departure, a minibus or other lower-capacity vehicle may be used.
12.5 Transfer service
The organiser advises the consumer that, in the case of some transfers, it will be necessary for the consumer to confirm the pickup time with the company by calling the number indicated in the voucher provided by the organiser for the transfer service.
The traveller"s luggage and other personal belongings are not covered in the travel package contract, with the understanding that these items are transported by the traveller at his or her own expense and risk. Neither the retail agency nor the organiser shall be responsible for incidents of any kind with regard to luggage or for the consequences of such incidents. During the period in which the traveller is lodged at a hotel, the hotel shall be responsible, in accordance with its specific regulations, for any incident related to the traveller"s luggage or belongings.
It is recommended that all passengers be present whenever their luggage is being loaded or handled and that they submit any claims to transport companies or hotels in a timely manner upon observing any deficiency, damage or disappearance in relation to their luggage.
12.7 Special conditions for children
Given the diversity of conditions that may apply to children, depending on their age, the service provider and the travel date, it is always recommendable to enquire about the scope of any special conditions that may exist and that will be subject to specific, detailed information. This shall be indicated in the contract or the travel documents that are delivered to the consumer.
All passengers, regardless of whether they are children or babies, must be included in the reservation, and the exact age of each one must be indicated (one year in the case of babies).
The ages indicated should correspond to the ages the children will be on the date the trip begins.
12.8 Photographs and maps
The photographs and maps that are reproduced in the programmes and on the website are only intended to provide the consumer with additional information. In the event of any type of modification in the establishments, these photos and maps may not be considered false advertising on the part of the organiser or the agency.
12.9 Taxes on lodging
In some countries, there is a tax known as a "tourist tax", which must be paid directly at the establishment.
Insurance policies may only be purchased at the time the reservation is confirmed.
Once the hotel, flight or tour has been selected, the various available insurance policies will be offered to the client during the confirmation process.
Once confirmed, the insurance may not be modified or cancelled.
Once the insurance is confirmed, it is not refundable. Cancellation insurance allows the user to recover any fees paid for cancelling the reservation, as long as the reasons for such cancellation are covered under the policy.
Assistance and cancellation insurance, in addition to allowing the client to recover the expenses resulting from the cancellation of a reservation, also includes medical coverage and luggage insurance, among other benefits. We recommend that our clients review the insurance coverage they plan to purchase.
14. Claims and limitation of actions
In order to simplify the resolution of claims through civil proceedings and to reduce the consumer"s costs, any possible consumer claims related to non-fulfilment or unsatisfactory fulfilment of the contract must be presented to Onlinetravel in writing, via email addressed to our customer service department at email@example.com. With regard to alternative mechanisms for resolving disputes, in accordance with Directive 2013/11/EU(Alternative Dispute Resolution for Consumer Disputes), using the link below, you can consult the accredited alternative dispute resolution entities with regard to the online dispute resolution platform of EU Regulation 524/2013 of the Parliament and the Council. See the link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show The statute of limitations for actions stemming from the rights established in the Directive and in Article 169 of Royal Legislative Decree 1/2007 is two years. Claims related to non-fulfilment or unsatisfactory fulfilment of the contract must be immediately presented to the agency in writing and submitted via email to our customer service department at firstname.lastname@example.org You may call 91 524 33 66 for 24-hour telephone assistance with regard to travel packages purchased through Onlinetravel.
Updated on September 2, 2021
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