TERMS AND CONDITIONS FOR TUI TRANSFER SERVICES

1. OUR AGREEMENT WITH YOU

Before you book a transfer service via this website it is important to us that you understand what you're booking before You commit. We have set out everything you need to know below, so there are no surprises.

When we talk about 'we', 'us', 'the company', 'TUI Musement' etc., we mean TUI ESPAÑA TURISMO, S.L.U, a Spanish Travel Agency, with registered address at Calle Rita Levi, s/n, Parc Bit, 07014, Palma de Mallorca, Spain with Tax Number B08089187 and Spanish Travel Agency Number AVBAL/810.

We have taken all reasonable care to make sure that the transfer services advertised by us are provided by efficient and reputable partner businesses. These businesses follow local standards and requirements.

If You need to get hold of us for any reason, you can email our Customer Service Team (transfers.support@tuimusement.com) or call us at +49 511 93676987

You are given the ability to obtain Transfer Services and ticket services (hereinafter referred to as transfer services), subject to the acceptance of this Booking Terms and Conditions in accordance to the prices, rates and conditions of cancellation displayed at the moment of booking. The website will guide you through the booking procedure.

When we speak about transfer services, we mean:

Transfers from any airport, port, train station to a hotel or private address (if available) and return
Transfers from and to any holiday experience and sightseeing place

2. BEFORE YOU BOOK

We will do our best to tell you as much about our Transfer Services as soon as possible before you book and before your trip. Please take the time to read the Transfer Service content that is provided for each Transfer Service that is on this website, so that you book a Transfer Service that is suitable for you.

Occasionally it may be possible that some part of our information, content or descriptions is not completely accurate; if you find anything like this please let us know and we are happy to review it.

It is important that You (and Your party):

ensure that all the booking details that you provide to us are accurate (number of passengers, pick-up time, pick-up and drop-off locations and your flight details).
make sure that the date and the pick-up time that you choose for the respective Transfer Service booking are correct and that you will plan enough time to arrive at the airport with enough time for the check-in and security check etc., we also recommend to enter your flight data in the Transfer Service booking, that is the only way that our local transfer suppliers will be able to follow up on any possible delays. You are responsible for booking early enough to arrive at the airport with sufficient time.
ensure that the pick-up location is selected correctly (airport or hotel pick-up).
update us of any subsequent changes that you need to make to your booking (e.g. change of your overall holiday booking or flight booking would always require you to change your Transfer Service booking as well, to adapt to the new flight times). Be aware that your Transfer Service booking is not automatically updated in case you change your overall holiday or flight booking with your respective airline, tour operator or travel agency.
check that you have suitable and valid insurance for you and your party that will include cover for the Transfer Services booked and that you declare any material facts including known medical conditions to your insurers.
abide by any terms and conditions, or restrictions, that the local transfer service provider may impose, whether based on age, health, weight or height.
ensure that any person who is under 18 years old at the time of taking the Transfer Service will be always accompanied by an adult.

Bookings for passengers with reduced mobility:

If the Transfer Service you choose does not expressly indicate that it is suitable for people with reduced mobility, then it is unfortunately not suitable.

We and our suppliers are not specialists in transportation for individuals with reduced mobility. However, we will make reasonable efforts to accommodate any requirements you may have.

If you or any member of your party has a medical condition or reduced mobility that may affect your ability to use our standard Transfer Services, or if you or any member of your party require a wheelchair-adaptable vehicle (where available), please inform our customer service team of your needs. You can find their contact details on our website or in your booking confirmation. This will help ensure that an appropriate vehicle is arranged to meet your requirements.

Shared and Private Transfers offered on our website:

Shared Transfer Services sold on our website mean that you share the same vehicle with other customers that have booked a seat on the same Transfer Service. There might be more stops on the way to reach your hotel or the airport as other passengers will be picked up or dropped off on the way.

While you choose a pick-up time on the search page of our website, the actual pick-up time of a shared transfer might be different due to the planning of the transfer and we will let you know the final pick-up time with the travel reminder email, that will be shared with you 48 hours before the Transfer Service.

Private Transfers Services sold on our website means that you do not share the vehicle with other customers, as that is only booked for the number of people in your booking. You may not add additional passengers to those originally booked without amending your Booking.

Complimentary Waiting Time Policy

The Transfer Service that you have booked will be waiting for you at the pick-up place at the time that is scheduled in the booking confirmation, subject to the provisions of this free waiting time policy, so you must make sure that you show up in time, to avoid as being marked as a non-show where all the terms of the no - show policy apply.

We offer the following complimentary waiting times, depending on the type of transfer service that you booked:

Airport: 60 minutes, if not stated differently on the booking confirmation.
Port, Train Station, Bus Station: 30 minutes, if not stated differently on the booking confirmation.
Hotel pick-ups (including rental apartments or home addresses): 15 minutes, if not stated differently on the booking confirmation.

The complimentary waiting time starts counting from the scheduled pick-up time. More specifically:

For an airport/port pick-up where the scheduled pick-up time is other than the flight/ship arrival time and the flight/ship is delayed and expected later than the scheduled pick-up time, the new arrival time becomes the pick-up time.
For an airport/port pick-up where the scheduled pick-up time is the flight/ship arrival time and there is a flight/ship delay, the complimentary waiting time starts from the moment the flight/ship arrives provided you have provided correct and adequate flight/ship details to allow for the tracking of the arrival. The above applies only up to a maximum of 6 hours of flight/ship delay. If the flight/ship is delayed more than 6 hours, the transfer is cancelled, and the entire transfer fee is refunded to you.
For an airport/port pick-up where the pick-up time is the flight/ship arrival time and the flight/ship arrives earlier than the scheduled time, the scheduled pick-up time remains the initial scheduled pick-up time.
For an airport/port pick-up where the aircraft/ship arrives into a different airport/port than originally booked, the Transfer Service Booking will be cancelled, and the entire transfer price is refunded to you.

Comment field, extra luggage and child seats

If you have any special requests, please use the comment field in the booking form. For example, let us know if you are travelling with extra luggage that may not fit in the selected vehicle. While we will make every effort to accommodate your request, we cannot guarantee that it will be fulfilled.

In certain destinations---such as those within the European Union---local regulations require that children use an appropriate child seat until they are 12 years old or 135 cm tall, whichever comes first. Our local providers will endeavor to supply child seats if they have been requested in advance (and, where applicable, paid for at the time of booking). Please make sure you are familiar with the relevant local requirements when travelling with children.

Please note that it is ultimately the responsibility of the parent or guardian to ensure that children are appropriately secured in a suitable child seat in accordance with local laws and regulations. While we and our local providers will make every reasonable effort to assist, we cannot be held liable if appropriate seating is not available or if the child is not properly secured during the journey.

3. PRICES

All prices are accurate on the date published on the website, but we reserve the right to change any of those prices at any time.

Since we offer some very low rates, a price we've offered you may go up or down if you come back to book later. Make sure you book the transfer service that you want when you see it, so we can guarantee you'll pay the price you've seen.

The price of the Transfer Service that you will pay includes:

all services specified on the Booking confirmation email.
Spanish VAT taxes (IVA)

The price does not include any service that is not specified in the Booking confirmation email.

Forms of payment that we accept:

We accept Mastercard, Visa, Amex and Apple Pay.

At the time of your booking, the full quoted amount will be deducted from your credit or debit card. Payment transactions on our website are encrypted by a secure payment system endorsed by some of the world's leading banks and our site is verified by Thawte. This technically secure environment ensures that credit card details cannot be intercepted and are not revealed to anyone other than to financial institutions required to process payment instructions from the customer.

Together with your Booking confirmation we will send You receipt of the payment. Should you want to receive an invoice, then you can contact our Customer Service Team.

If we have reasonable grounds to suspect that your booking is fraudulent, we reserve the right to cancel it automatically and send a notification email to the email address provided by you at the time of booking.

4. BEFORE YOU TRAVEL

Make sure you read your Transfer Service Booking confirmation email thoroughly, to confirm what you've booked is suitable for you and take it with you when you go on holiday.

If you don't follow the instructions we give you, we may not be able to refund you any additional costs you're charged as a result.

48 hours before your booked Transfer Service pick up time, we will send you a travel reminder email to confirm you all the details about the pick up point and any additional information that will make it easy for you to find your driver or Transfer Service and pick up point.

In some cases, you will receive an additional travel reminder email also from our local provider to give you additional information, please make sure to look out for these emails.

5. CHANGES AND CANCELLATIONS

If You want to change or cancel Your booking:

You can contact our Customer Service team via phone call at the phone number provided in the confirmation email or on the website and ask to cancel or change any of the booking details up until 24 hours prior the scheduled pick-up time, if this is possible according to your Booking conditions shown in your Booking confirmation.

Changes and/or cancellations will not be allowed on those bookings which are advertised as being "non-refundable and non-cancellable" at the time of booking.

Depending on the changes requested, the price of the new Transfer Service might change. On that occasion, the new price of the adapted transfer service will be communicated to you, and the new booking details will be in effect once there is payment confirmation of the new price of the transfer service, where applicable. If the new price is less, the company shall partially refund you. If the new Transfer price is more, you should give us your consent to charge your credit card with the additional amount (if any) due to the change request. In some cases our customer service team will support you with the cancellation of the original transfer service and ask you to book the new adapted transfer service through our website again.

When changing your Transfer service booking, the price of your transfer service will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.

The Company cannot accommodate any changes to the details of transfer services requested within less than 24 hours prior to the scheduled pick-up time. On this occasion, the transfer service will either be operated as initially booked, or you can proceed with a cancellation request, as per our cancellation policy.

All changes and/or cancellations will be made and charged with the relevant cancellation fees as per the cancellation policy. Once your booking has been cancelled you will receive a cancellation confirmation via email. 

If this doesn't happen, then please contact us.

In case your flight is delayed. diverted or cancelled, please make sure to inform the local supplier mentioned on your travel reminder email, that we have sent you 48 hours before the scheduled pick-up time, about the adapted pick-up time or make sure (in case of a flight cancellation) that you cancel the respective transfer service booking as well.

Cancellation of Transfer Services can be done through your booking confirmation on our website or by contacting our customer service team.

If we cancel or change your booking:

We aim to provide your transfer service as booked. However, we may need to cancel your transfer service, for example, the local provider has no availability at the booked time etc.. We reserve the right to cancel your Transfer Service in any circumstances but, if we cancel your Transfer Service, you can either have a refund or accept a replacement Transfer Service from us and we will always refund the difference in price if the replacement Transfer Service is of a lower price. Should you choose a replacement Transfer Service, the terms and conditions of your Transfer Service booking will not change.

Sometimes we may have to make major changes to your Transfer Service booking after you've made it. Should this happen, we'll notify you as soon as we're able. If the new arrangements are not suitable, you can cancel the Transfer Service and we'll offer you a full refund.

6. FORCE MAJEURE

Very rarely do we have to change or terminate your Transfer Service Booking due to unforeseen major events known as force majeure. This means any major event which we or the local provider of the Transfer Service in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. Such events may include political disputes, acts of war, threat of war, riots, civil disturbances, terrorist activity (actual or threatened) and its consequences, border closures, industrial action and/or disputes (actual or threatened), technical problems with machinery, transport or equipment, government intervention, natural and nuclear disasters, fire, epidemics, health risks and pandemics, closed or congested airports, or explosion or extreme weather (including hurricanes) and any other similar events.

Changes or termination of your contract due to force majeure are extremely unlikely. If, however, such major events do occur, we shall refund your Transfer Service in full.

We will of course do our best to offer you support as our valued customer we can in these circumstances.

7. YOUR TRANSFER SERVICE BOOKING

Please take your Booking confirmation email and the credit or debit card you booked with, with you on the Transfer Service. The confirmation email and the travel reminder email will give you instructions on where to meet on the day and what to expect.

It's important that you and your party abide by any instructions, guidance or information given to you by the Transfer Service provider, especially with regards to you and your party's health and safety.

If you have any problems on the day, please let the local provider of the Transfer Service know so they can help you. If you don't let them know, we may not be able to help you later on.

If you have a complaint about your Transfer Service, you must immediately notify the local provider of the Transfer Service. If they are unable to resolve the problem immediately, and a member of our staff is not available, you should contact our Customer Service team straight away by phone/fax/email and we will endeavor to assist.

If you are still not satisfied on your return home, you must write to our Customer Service team within 28 days of the Transfer Service to allow your complaint to be investigated properly. Please write your Transfer Service Booking confirmation number on your letter/email and include your daytime and evening telephone numbers. If you do not give us the opportunity to resolve any problem locally by reporting it to the local provider of the Transfer Service, or calling and informing us in resort, then we may not be able to deal positively with your complaint.

We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behavior is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other person in the Transfer Service or our staff or agents in any risk or danger, on the telephone, in writing or in person.

For the purposes of this section reference to "you" or "your" includes any other person in your party.

8. PRIVACY

We know how important your privacy is online, so we take it seriously. During the booking process, we will request personal data from you such as you and your party's names and credit card details. All of the data collected will be treated in accordance with our Privacy Policy (see link on our website) and, in making the transfer service booking with us, you consent to us processing personal information about you and other members of your party.

10. CONTACTING YOU

If you book Transfer Services via our website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided.

For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. we will assume that your email address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our Customer Service Team or in writing as required in our terms and conditions.

11. APPLICABLE LAW AND JURISDICTION

These general terms and conditions are governed by Spanish law, in particular by Royal Legislative Decree 1/2007 of 16 November, which approves the revised text of the General Law for the Protection of Consumers and Users and other complementary laws, as well as by Law 34/2002 of 11 July on Information Society Services and Electronic Commerce.

If You are habitually resident in another Member State of the European Union, in accordance with Article 6.2 of Regulation (EC) No. 593/2008 (Rome I), You may also benefit from the protection afforded by the mandatory provisions of their country of residence.

For any disputes that may arise regarding the interpretation or application of these terms and conditions, the courts and tribunals of your place of residence shall have jurisdiction.

12. ONLINE DISPUTE RESOLUTION

Pursuant to Section 14 of the Regulation (EU) no. 524/2013, we hereby inform You that You may solve disputes in connection to the purchase of the Products on the Website through the ODR online platform managed by the EU Commission and accessible at the following address: https://ec.europa.eu/consumers/odr.