TERMS, CONDITIONS, AND PRIVACY POLICY

TERMS OF SERVICE AND GENERAL CONDITIONS

Definitions

• “Company,” “our,” “we” refers to Excellent Transfers Barcelona.
• “Client” is the individual responsible for payment of the booking.
• “Passengers” refers to all individuals, named or unnamed, included in the booking.
• “Booking Holder” refers to the primary passenger listed on the booking.
• “You,” “your” refers to the Client, including all passengers (or any of them, as applicable) named in the booking.
• “Transport Operator” refers to the professional transportation service provider responsible for the transfer.
• “Booking” refers to the reservation of transportation services with us.
• “Transportation Service” refers to any service provided by us for the transportation of passengers by road, including any other service related to or arising from that transportation.
• “Booking Voucher,” “Transfer Voucher,” “Voucher” refers to the written confirmation of the booking, provided by email.
• “Contract” refers to the Booking, these General Conditions, and any other conditions applicable to the Booking.
• “Terms” refers to these General Conditions.
• “Website,” “Websites” refers to any website owned or operated by us.

About Us

We provide transportation management services for individuals and groups. Our corporate headquarters are located in Barcelona, Spain.

For business purposes, we can be reached at +34 610675261, through our website, and via email at info@excellenttransfersbarcelona.com. To deliver our services, we utilize our own fleet of vehicles and, at times, collaborate with transport partners who offer professional passenger transfer services or act as an agency with the legal capacity to offer transport services and hold all necessary licenses and permits in accordance with applicable legislation.

The transportation service provided shall not, under any circumstances, be considered a tourist package as defined by relevant directives and laws. Excellent Transfers Barcelona does not operate as a travel agency. Through our websites, Excellent Transfers Barcelona, offers transportation management services for individuals and groups.

Prior to requesting a service on our website, please ensure you have read and understood these Terms and Conditions, as they will govern all subsequent contracts. By making a reservation, you confirm that you have read these Terms and Conditions and have the legal capacity to accept them on your own behalf and on behalf of all passengers. If you have any questions regarding the contractual conditions, please contact our Customer Service before proceeding with the booking process. If you do not agree with any of the obligations arising from these Terms and Conditions, you should not make a reservation with us.

Online Booking Process

The individual making the reservation must be at least 18 years of age and is responsible for completing all steps of the online reservation process, ensuring all information provided is accurate and complete, and making full payment. Upon formalization of the contract with Excellent Transfers Barcelona, the company will undertake all necessary procedures to arrange the requested services.

The contract is binding upon receipt of your booking confirmation by email. You will initially receive a reservation notification. Upon payment, you will receive the booking confirmation. If the Transport Operator is unable to provide the requested service, you will be notified, and a full refund will be issued using the original payment method. The company will be released from any further obligations to the customer.

The customer must confirm receipt of our notifications. In the absence of email receipt confirmation, the records stored on our mail server will be considered sufficient proof of receipt.

Our confirmation message for charges and payments made by the customer does not constitute proof of a binding contract. You must print and have the booking vouchers available for presentation and driver verification. Alternatively, they can be displayed on a mobile phone. If the Booking Holder does not present the voucher to the driver, service provision cannot be guaranteed. It is recommended to print and retain all communications with the company, in addition to proof of transfer.

Minors are strictly prohibited from requesting our services. Parents, guardians, or legal guardians must contact us immediately if a minor has booked a service to proceed with cancellation. Minors must always travel accompanied by an adult passenger.

Payments

We accept most major payment methods, including credit cards (American Express, MasterCard/Diners International, Visa), debit cards (Visa/Delta, Visa/Electron), bank transfer, Stripe, and PayPal. PayPal is available for reservations with a minimum amount, and the customer is responsible for any applicable administrative costs.

Charges will be made in euros. Exchange rate tools are provided for informational purposes only.

Changes

The information on the transfer receipt includes the reserved destination, pickup point, and accommodation address. Any changes to these or other details must be communicated by email prior to the service date and will only be effective upon our email confirmation to the client.

The client is responsible for any increase in service cost resulting from booking changes. The first change is free of administrative costs. Subsequent changes may incur an administrative fee of €15 per change. No refunds will be issued for changes made less than 48 hours in advance. Following contract formalization, the client must notify our Customer Service of any identified errors at least 48 hours before the corresponding transfer service. Notifications received less than 48 hours before the transfer service may entitle the company to cancel the contract without penalty.

Cancellations by the Customer

Contract cancellations must be made in writing by email to our Customer Service Department. Individual transfer services or an entire reservation comprising multiple services can be cancelled.

Our cancellation policy is as follows:

• Cancellations are free of charge up to 48 hours before the scheduled start of the trip, and 7 days before the start of major trade shows and events.
• If a booking is made less than 48 hours before the trip or 7 days before a major event/trade fair, a full or partial refund cannot be guaranteed, as preparation fees may have been incurred.
• 100% of the original trip price will be charged if the traveler cancels after the trip has commenced or fails to appear.

Upon request, we will provide email confirmation of cancellation for use in claims with tour operators, airlines, or insurance companies.

Last Minute Reservations

Cancellation periods vary depending on the route and time of year, ranging from 1 to 24 hours (or more in some cases) before the transfer service. If indicated on the website, contact us 24/7 to verify availability for the required transfer. Our cancellation policy applies regardless of the booking date and time.

Changes and Cancellations by Us

If significant changes to the terms of service or service cancellation are necessary, we will provide notification as soon as possible.

We will endeavor to fulfill vehicle preferences; however, vehicle substitution with a larger capacity vehicle or multiple vehicles may occur depending on availability. If a change involves downgrading the vehicle category or size for which a lower rate applies, the price difference will be refunded. Vehicles may be substituted with longer-range vehicles depending on availability.

In exceptional cases, reservation cancellation may be necessary. In such instances, a full reservation refund will be provided, satisfying all obligations to the customer arising from the cancellation. We will make reasonable efforts to find viable alternatives for any confirmed reservation that must be cancelled.

Car Seats for Children

Local and national legislation regarding child restraints may vary by country. All our Transport Operators comply with current legislation. For private transfers, we recommend using a booster seat or car seat for children under 12 years old or those under 135 cm tall. Child or booster seat reservations can be made during the booking process.

The reservation holder is responsible for ensuring the restraint system’s compatibility with the vehicle and its correct installation. The company is not liable for incidents arising from a failure to use, install, or verify the restraint device, or from its incorrect use.

If you wish to travel with your own child seat or booster seat and have booked a private transfer, you must notify us before the trip. We must ensure vehicle compatibility with the seat. For group transfers, minibuses or coaches are commonly used, and child seats are not suitable for these vehicles.

We will make reasonable efforts to ensure the availability of reserved seats or booster seats. If a reserved seat is unavailable, a refund of the amount paid for the seat reservation will be provided. If seats are unavailable, children over three years of age must wear a seat belt. Children under three years of age may travel without a restraint system but must travel in the vehicle’s rear seats.

Prices for Children

All children and infants, regardless of age, count towards vehicle occupancy and must be included in the total number of passengers at the time of booking.

Wheelchairs and Reservations for People with Reduced Mobility

Transfer services for individuals with reduced mobility must be requested through our Customer Service team. We will make reasonable efforts to accommodate requests, although we do not specialize in transporting passengers with reduced mobility. Passengers with reduced mobility must be able to access the vehicle independently or with passenger assistance. We can only accept folding wheelchairs. We cannot guarantee the type of vehicle used for transfers.

Booking Additional Stops

During the booking process, you can reserve an additional stop for key collection/return or if your group is located across multiple accommodations. The address of the additional stop is required to include the cost in your quote. The maximum duration of an additional stop is 10 minutes.

Travel Insurance

We strongly recommend purchasing travel insurance to meet your needs. Carefully review the contract and print the documentation for travel. Adequate travel insurance will protect against risks beyond our control. We are not liable for any personal belongings, even if stolen from the vehicle, as no insurance company covers such acts.

Our Responsibility

If we fail to comply with these General Conditions, our liability is limited to damages attributable to our fault or negligence, up to a maximum of the total amount paid by you. We are not liable for damages not directly attributable to us or those caused by accident, force majeure, or legal or administrative claims.

We are not responsible for incidents during service provision, including illness, personal injury, or death, unless directly resulting from our negligence. Under these conditions, we may accept liability if, for example, a passenger dies or suffers personal injury, or if the transfer service is not provided as contracted or was poorly provided due to a failure on our part, our employees’, or our Transport Partners’ part to provide the transport service with reasonable knowledge and professionalism. Proving this lack of knowledge and professionalism is your responsibility if you wish to make a claim against the company.

Furthermore, we are only liable for the actions or omissions of our employees and Transport Operators while acting within their professional duties (for employees) or performing work we have requested (for Transport Operators). Nothing in these Terms and Conditions limits or excludes: a. our liability to you for death or personal injury resulting from our negligent performance; b. any other rights you have as a consumer and user that cannot be excluded or limited by law.

We are fully exempt from liability if the customer directly contracts a service with the Transport Partner. We cannot guarantee 100% accuracy of the content on this website. The possibility of the page being affected by a computer virus cannot be ruled out. However, we will make every effort to rectify any reported errors as quickly as possible. If an error results in a reservation with an incorrect price or promotion, we reserve the right to terminate the contract without compensation to the customer.

Force Majeure

We are not liable if the performance of our obligations or those of our Transport Partners is directly or indirectly impeded or affected by, or resulting from, a force majeure event or any circumstance beyond our control, including but not limited to, extreme weather conditions, natural disasters, terrorism, third-party accidents along the transport route, police checkpoints, extraordinary traffic congestion, or strikes.

Contact

Any contact regarding potential reservation changes must be requested via email at info@excellenttransfersbarcelona.com.

In the event of unavoidable contract changes, we will inform you via email to the address provided at booking. Sending this email constitutes proof of receipt by the customer. The same applies to any other informational emails we send. Therefore, it is essential to ensure the accuracy of the provided email address and to monitor your email inbox until the transfer service commences.

In the event of a delayed arrival, we will reschedule the Transfer Service and arrange pickup at the new arrival time, subject to availability. If availability is limited, you will be required to wait until we can arrange pickup. For these terms and conditions, we use the IATA definition of “flight delay.” If you do not arrive at the pickup point within a reasonable time after the time indicated on the transfer receipt, our Customer Service will attempt to contact you using the mobile phone number provided. If communication is not possible due to an invalid number at booking, lack of coverage, voicemail activation, or failure to answer, the service will not be provided, and we will be released from our obligation to provide the service. No refund will be issued.

For off-airport pickups, we must receive your call within 10 minutes of your scheduled pickup time. A third-party telecommunications provider maintains an electronic record of all calls received 24/7 to our Customer Service number. This record will be used as evidence in the event of a dispute as to whether calls were made to our contact numbers. Unused transportation is non-refundable, and alternative transportation costs will only be reimbursed if pre-authorized by a member of our team. If you are authorized to use alternative transportation, ensure you obtain and submit a receipt for our Quality Department review. Transportation costs will not be reimbursed for claims without valid receipts.

It is your responsibility to verify the scheduled pickup time and ensure that you arrive at the airport, station, or port with sufficient time for check-in or other trip preparations.

We will pick you up and drop you off as close as possible to the provided addresses. If access via a regular route is closed due to weather, traffic accidents, etc., upon specific request, we will take an alternative route to reach the agreed destination, but you may be responsible for any additional costs.

All contracted transportation services are covered by our liability policy or that of the company we subcontract.

Luggage Allowance

Vehicles used for private transfers have a capacity of at least one package or suitcase per passenger seat, with a maximum combined measurement of 158 cm (length + width + height) per package. You must inform us of the luggage to be transported at booking. Smaller items that can be placed on passenger footrests, such as cameras, small handbags, or backpacks, do not need to be declared. Passengers are responsible for any costs incurred if additional vehicles are required to transport undeclared luggage. There is no additional charge for traveling with golf clubs or bicycles. However, ensure that you book a vehicle large enough to accommodate all passengers, luggage, and golf clubs. Each set of golf clubs must be counted as an additional passenger when calculating the appropriate vehicle size. For example, six passengers with six sets of golf clubs should book a 12-person vehicle. If you have any questions, please book a larger vehicle. Your acceptance of the proposed Contract and Terms and Conditions is deemed a tacit agreement that, under no circumstances, will you include in your luggage or personal belongings, or carry on your person, any object that contravenes the legislation of the country where the service is provided (firearms, etc.) or that may be harmful to third parties, or objects of excessive size, weight, expiration date, or fragility. Unless traveling with a guide dog, animals are not permitted. The carriage of luggage and other personal items is at your own risk, and we will not be liable for any damage or loss. This risk of damage or loss must be covered by the customer purchasing insurance prior to the start of the trip.

Your Responsibility

By entering into this contract, you implicitly declare that: You are of legal age and sound mind, and therefore capable of assuming the legal responsibilities arising from this agreement. You are familiar with the services covered by this contract, the information about the company, and the content of these General Conditions. You also stipulate that the credit or debit cards used are your property and have sufficient funds to cover the amount of the service. You understand that you must notify us as soon as possible of any changes to the information you have provided.

Services will be provided according to the information specified in the booking confirmation sent by email. It is your responsibility to provide complete and correct addresses for the pickup and drop-off points at the time of booking. It is also your responsibility to print and review the transfer receipt for accuracy. If the information contained in the receipt is incorrect, you must contact our Customer Service team immediately for rectification. During the booking process, please pay special attention to ensure that all required fields, marked with an asterisk (*), are completed correctly. We are not responsible for reservations that are impossible to complete, and no refunds will be issued for such reservations. You are solely responsible for providing the necessary documentation for border crossings. We assume no responsibility and refuse to incur additional costs caused by the failure to provide such documents or by failure to comply with customs, police, tax, or administrative regulations of the countries where entry is required. The transfer receipt is not a valid document for obtaining an entry visa.

In the event that the company is required to pay a deposit or fine to the authorities of other countries as a result of the customer’s failure to comply with the laws, regulations, or other requirements of the countries they intend to enter or exit, or intend to cross, the customer assumes full responsibility for reimbursing the company. We reserve the right to withhold any amounts paid to us until the customer demonstrates that they have repaid the corresponding amount of such fines, charges, etc. We reserve the right, and you agree to these conditions and authorize us, to charge your credit or debit card for damage to the vehicle (including, for example, a thorough cleaning) or for items that have gone missing from the vehicle. We reserve the right not to accept further bookings from a customer who has caused a major incident or repeated incidents.

Right of Admission

By entering into this contract, you tacitly grant the company and the Transport Partner the right to refuse service to any passenger who, in the driver’s opinion, is under the influence of alcohol or drugs, or whose behavior may be considered dangerous to the driver, third parties, or themselves. Alcoholic beverages are not permitted in the Transport Operator’s vehicles for consumption during the trip. This prohibition also applies to narcotics. Smoking is prohibited inside and around the vehicle. Eating is not permitted inside the vehicle.

Claims

If the service we provide does not meet your expectations, you must notify Customer Service immediately and, whenever possible, at the time of the incident. Complaints received after the end of the transport service and not reported to us during the transfer may not be accepted, as we have not been given the opportunity to assist or intervene in any way. You will find our detailed contact information on the transfer receipt.

Written complaints must be submitted by email to info@excellenttransfersbarcelona.com and contacted within 28 days of your return date.

If you have any questions regarding our online booking process or customer service, please send us your complaint by email to info@excellenttransfersbarcelona.com.