Terms & Conditions of Transfer Service

1. Service definition

The transfer service company ("the Operator") provides chauffeur-driven private vehicle transfers from a defined pickup point to a defined drop-off point at a scheduled date and time, as agreed with the booking customer ("the Client").

2. Booking and confirmation

A booking is considered confirmed only after the Operator's driver has accepted the request and the Client has received written confirmation (email, WhatsApp, or platform notification). Until acceptance, the request is provisional and no charge is made.

3. Payment

• Prices shown include VAT where applicable.
• Payment is processed by Stripe (PCI-DSS compliant) after driver confirmation.
• The Client agrees to the price displayed at the time of booking; supplementary charges (additional waiting time, route deviation requested by the Client) may apply.
• Pickups and drop-offs at Ibiza Airport (IBZ) carry a €20 surcharge unless otherwise stated on the operator's site.
• Night surcharge: a supplement applies to bookings between 01:00 and 07:00, and on Christmas Eve, Christmas Day, New Year's Eve, New Year's Day and Easter Sunday. The exact amount is shown at the time of booking.

4. Cancellation

• More than 48 hours before pickup: free cancellation, 100% refund.
• Between 24 and 48 hours before pickup: 50% refund.
• Less than 24 hours before pickup, or no-show: no refund (100% charge).
• Payment-processor fees (typically 1.5%–3%) are non-refundable and will be deducted from any refunded amount.
• Cancellation must be communicated in writing (email, WhatsApp, or platform).
• Refund processing: the Operator processes refunds within 48 hours; the receiving bank may take up to 10 working days to credit the amount.

5. Wait time and flight tracking

• Airport pickups: 60 minutes of free waiting time from flight arrival time. The Operator tracks the flight number provided at booking and adjusts the pickup time automatically — the Client is not charged for delays caused by the airline.
• All other pickups: 15 minutes of free waiting time from the agreed pickup time.
• Beyond the included waiting time, a per-hour waiting fee applies. Waiting fees are calculated in full hours and are non-divisible.
• No-show: if the Client does not appear within the included waiting window and has not informed the Operator, the booking is treated as no-show, the full price is charged, and the vehicle leaves.

6. Vehicle and driver

The Operator selects the vehicle category as described in the booking. Substitution with an equivalent or superior vehicle category is permitted. All drivers are licensed under the applicable Spanish VTC or VD regulations.

7. Passenger conduct

• Passengers must respect the vehicle and the driver. Smoking, eating, drinking alcohol, and illegal substances are not permitted in the vehicle. The Operator reserves the right to refuse service to any passenger whose state may damage the vehicle or endanger the driver or other passengers.
• Damage to the vehicle caused by passengers (vomit, stains, breakage) is invoiced at cost. The passenger who made the booking is responsible for the full cost of cleaning (typical cleaning fee €100) and structural repair, regardless of who in the group caused the damage.
• Maximum passenger capacity per vehicle category may not be exceeded.

8. Baggage

Standard baggage (one suitcase + one cabin bag per passenger) is included. Oversized items (bicycles, surfboards, large equipment) must be declared at booking and may incur a supplement or require a different vehicle.

9. Liability

The Operator carries the mandatory passenger insurance required by Spanish law (RD 1435/2010). The Operator's liability is limited to the insured limits and to direct damages incurred during the transfer service. The Operator is not liable for missed flights, missed connections, or consequential losses arising from delays caused by traffic, weather, force majeure, or flight schedule changes.

10. Service Guarantee

• If the driver arrives more than 30 minutes late at the agreed pickup time through the Operator's fault (excluding force majeure events listed in §12), the Client is entitled to an automatic 50% refund of the booking price.
• If the Operator fails to provide the booked service entirely (no vehicle dispatched, cancellation by Operator within 24 h of pickup), the Client is entitled to a 100% refund plus €100 goodwill compensation.
• If the vehicle category provided is below the booked category, the price difference is refunded plus €20 goodwill credit toward a future booking.
• This Service Guarantee is in addition to, and does not waive, the Client's statutory consumer rights under Spanish consumer law.

11. Privacy and data

Booking data is processed in accordance with the Privacy Policy available at /legal/privacy.html. Personal data is retained only for the period necessary to fulfil legal and accounting obligations under Spanish law.

12. Force majeure

Neither party is liable for failure to perform due to force majeure events (severe weather, strikes, riots, government action, public health emergencies). In such cases, the Operator will refund any payment already made for the affected booking.

13. Governing law and jurisdiction

These conditions are governed by Spanish law. Disputes are subject to the exclusive jurisdiction of the courts of the Operator's registered office (typically the Juzgados y Tribunales de Eivissa for Ibiza-based operators).

14. Changes to these conditions

The Operator may update these conditions. The version applicable to a booking is the one published at the time the booking is made. Material changes are notified via the operator's site at least 30 days in advance.

15. Contact

For questions about these conditions or any booking, contact the Operator using the contact details shown on the site footer.

Note for site owners: Replace this template with your own Terms & Conditions (reviewed by your legal team) by setting your custom URL in the ORYX fleet admin panel → "My website" → Footer settings.