Terms of Service | mallorcatransfer.taxi
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Terms of Service

1. Introduction

Mallorca Transfer Taxi is a commercial service provided by Ramon Asen Pons Miralles, located at Carrer d’Eusebi Estada, 29, Planta 8, Puerta A, 07004 Palma, Illes Balears, España (NIF 43208755N).

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

This document was last reviewed and updated on September 2, 2025. Please ensure you’re reading the most current version available on our website (https://mallorcatransfer.taxi).

2. Service Description

Mallorca Transfer Taxi provides private overland transportation services through authorized vehicles (VDE) in Mallorca. Our services include airport and port transfers, VIP transfers, group and family transfers, and other private passenger transportation needs across the island. We operate exclusively within Mallorca and strictly adhere to all regulations stipulated by the Spanish Land Transport Law (Ley de Ordenación de los Transportes Terrestres - LOTT), including mandatory driving time limits and rest periods for our drivers to ensure safety.

3. Booking and Reservations

3.1. All services require a prior reservation, which can be made online via our website (https://mallorcatransfer.taxi), by email (bookings@mallorcatransfer.taxi), by phone (+34 649 27 16 95), or via WhatsApp (+34 649 27 16 95).

3.2. The principal party making the reservation must be at least 18 years old and is considered to be acting on behalf of all passengers included in the booking.

3.3. Upon successful booking and confirmation process (as described in our FAQ), you will receive a final confirmation voucher via email.

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

3.5. If we cannot confirm your reservation due to unavailability or other reasons, we will notify you promptly and offer alternative options or a full refund of any prepaid amounts.

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

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

4. Payment and Pricing

4.1. Payment is accepted via credit/debit card during the online booking process or directly to the driver in cash (€) or by card (Visa, MasterCard, etc.) at the end of the service, as specified during booking.

4.2. Our prices are fixed and transparent. The price confirmed during booking is the final price, barring any changes requested by the customer (e.g., additional stops not pre-booked, extended waiting times beyond the allowance).

4.3. We reserve the right to change our prices, but changes will not affect existing confirmed bookings.

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

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

5. Cancellation Policy and Payment

5.1. Free Cancellation Period: Cancellations made more than 24 hours before the scheduled pickup time are free of charge, and any prepaid amount will be refunded.

5.2. Late Cancellation Charges: Cancellations made within 24 hours of the scheduled pickup time will incur a 100% charge of the total booking price. No refund will be issued for prepaid services, and the full amount will be due for services booked with payment upon completion.

5.3. How to Cancel: Cancellations must be made by email to bookings@mallorcatransfer.taxi, clearly referencing the booking ID and the name of the person who made the booking.

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

5.5. Airport Pickups and Flight Delays:

  • We monitor all arriving flights.
  • We allow up to 1 hour of free waiting time after the actual flight landing time for luggage collection and meeting the driver.
  • If a flight is delayed, the waiting time start will be adjusted to the actual landing time. We will wait up to 1 hour after the actual landing time free of charge.
  • Passengers are responsible for informing us of significant delays or cancellations if possible, especially if the flight number changes.
  • For delays exceeding the included waiting time, additional charges may apply (€60 per hour, billed fractionally) or a rebooking may be necessary, subject to driver availability.

5.6. Airline Flight Cancellations:

  • If the airline cancels your flight, please notify Mallorca Transfer Taxi as soon as possible via email or phone/WhatsApp.
  • If notified more than 24 hours before the scheduled pickup, the reservation can be cancelled or modified at no cost.
  • If notified less than 24 hours before the scheduled pickup, the cancellation policy (5.2) applies. We recommend passengers seek compensation from their airline.

5.7. Late Cancellations for “Pay Later” Bookings:

  • For bookings where payment is due to the driver, cancellations made within 24 hours of the scheduled pickup time will still require the user to pay the full charge for the service.
  • Failure to pay for late cancellations may result in debt collection processes and refusal of future service.

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

5.9. Cancellations by Mallorca Transfer Taxi:

  • In rare or unforeseen circumstances (e.g., force majeure, vehicle breakdown) where we must cancel the service:
    • We will notify you as soon as possible via email and/or phone.
    • Any amount paid will be refunded in full within 5-10 business days.
    • We will make reasonable efforts to assist in finding alternative transport, potentially through trusted collaborators, though this cannot be guaranteed.

5.10. Failure to Locate the Driver:

  • If you cannot find the driver at the designated meeting point:
    • Please wait a few minutes, as minor delays can occur.
    • You must contact us immediately via phone or WhatsApp (+34 649 27 16 95) using the contact information provided in your booking confirmation. Do not leave the meeting point without contacting us.
  • If we cannot establish contact with you and confirm your presence within a reasonable timeframe (typically 1 hour after landing for airport pickups, or 15-20 minutes after scheduled time for other locations) and it is determined you were not present or did not contact us:
    • No refund will be issued if you have already paid.
    • If you haven’t paid, you will still be required to pay the full service amount (considered a no-show).
  • Our drivers use GPS and may document their presence if necessary. We will investigate any disputes thoroughly.

5.11. External Service Disruptions (“Not Your Fault, Not Our Fault” Scenarios): In certain situations beyond the direct control or fault of either the passenger or Mallorca Transfer Taxi, the service may be significantly hindered or become impossible to complete as originally planned. Examples include, but are not limited to: extreme delays in airport baggage handling causing passengers to miss the allocated waiting time significantly, sudden and unannounced major road closures preventing access to pickup/drop-off locations, or severe unforeseen traffic gridlock unrelated to typical conditions. In such cases, both parties agree to communicate promptly and make reasonable efforts to find a mutually agreeable solution, which may include:

  • Adjusting the pickup/drop-off location to the nearest accessible point.
  • Rescheduling the service for a later time/date, subject to availability (additional charges may apply if service parameters change significantly).
  • Modifying the service route if feasible. If a reasonable solution cannot be found and the service cannot be performed due to such external, no-fault disruptions:
  • If the service has not commenced, any prepaid amount may be partially or fully refunded, or held as credit, at the discretion of Mallorca Transfer Taxi, considering any costs already incurred (e.g., driver dispatched).
  • If the service is partially completed, charges may apply proportionally to the service rendered. This clause is distinct from standard cancellations (5.1-5.4), no-shows (5.10), flight delays/cancellations (5.5-5.6), or Force Majeure events (Section 15), and applies specifically to unforeseen external factors directly impacting service execution at the time it is due to occur.

6. Meeting Points

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

  • The standard meeting point is inside the arrivals hall, at the Meeting Point located in front of gate “C” or “4” (central area of the terminal).
  • The driver will be holding a sign with the lead passenger’s name or company name as specified in the booking.
  • Any changes agreed upon directly with the driver via prior communication will supersede the standard meeting point.

6.2. Port Pickups (Port of Palma):

  • The meeting point is at the exit of the Maritime Terminal where your cruise or ferry has docked.
  • The driver will be holding a sign with the lead passenger’s name or company name.

6.3. Villa, Hotel, or Private Address Pickups:

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

6.4. Customer Responsibility:

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

6.5. Driver Responsibility:

  • Drivers will make every effort to be visible and identifiable at the meeting point.
  • Drivers will attempt contact using provided details if they cannot locate the customer after a reasonable waiting period.

6.6. Changes to Meeting Point:

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

7. Luggage Policy

7.1. Standard Luggage Allowance:

  • The allowance generally corresponds to the capacity of the booked vehicle (e.g., Minivan up to 6 standard suitcases + hand luggage, Minibus up to 16 depending on passengers).
  • A standard suitcase is typically considered up to 23kg. Hand luggage should meet typical airline dimensions.
  • Please specify any unusual or excess luggage during booking.

7.2. Excess or Bulky Luggage:

  • Items like golf bags, bicycles (properly boxed/protected), large boxes, or excessive numbers of suitcases must be declared during booking in the ‘Special Requests’ field or by contacting us directly.
  • Failure to declare excess/bulky luggage may result in the need for an additional vehicle (at the customer’s expense) or the inability to transport all items.
  • Additional fees may apply for significantly oversized or overweight items, or for bicycles, as specified during booking or upon request.
  • We reserve the right to refuse transport of undeclared, unsafe, or excessively bulky/heavy items.

7.3. Prohibited Items:

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

7.4. Luggage Damage and Loss:

  • The transport of luggage and personal belongings is at your own risk. While our drivers handle items with care, Mallorca Transfer Taxi is not liable for loss or damage unless caused by our proven negligence. We recommend appropriate travel insurance.

7.5. Pets:

  • As a general rule, animals are not allowed, except for guide or assistance dogs (must be declared at booking). Transport of other pets requires prior confirmation, must be in an appropriate carrier, and may be subject to vehicle availability and driver acceptance. Contact bookings@mallorcatransfer.taxi to inquire.

8. Child Safety and Child Seat Policy

8.1. Legal Requirements:

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

8.2. Child Seat Provision:

  • We offer the following categories of child seats free of charge, subject to availability (must be requested during booking):
    • Group I: Forward-facing seats for children 9-18 kg (approx. 9 months - 4 years).
    • Group II: High-back booster seats for children 15-25 kg (approx. 4 - 6 years).
    • Group III: Backless booster seats for children 22-36 kg (approx. 5 - 11 years).
  • Important: We do not typically provide Group 0 rear-facing infant seats (Maxi-Cosi). If you require one, please contact us before booking to check possibility and availability.

8.3. Booking Child Seats:

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

8.4. Installation and Responsibility:

  • Drivers may assist, but the parent or guardian is ultimately responsible for ensuring the child seat is correctly installed and the child is securely fastened before and during the journey.

8.5. Own Child Seats:

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

8.6. Vehicle Capacity:

  • Children and infants count towards the vehicle’s passenger capacity. Ensure the booked vehicle is large enough for your group plus any required child seats.

8.7. Refusal of Service:

  • We reserve the right to refuse service if appropriate child restraints are not used as required by law, potentially incurring cancellation charges.

9. Passenger Responsibilities and Behavior

9.1. Booking Accuracy: You are responsible for providing accurate information (names, flight details, addresses, contact numbers, passenger counts including children) during booking.

9.2. Voucher Review: Please review your booking confirmation voucher carefully and contact us immediately if any details are incorrect.

9.3. Travel Documentation: You are responsible for ensuring you possess all necessary travel documents (passports, visas, etc.). Mallorca Transfer Taxi is not liable for costs incurred due to missing or incorrect documentation.

9.4. Conduct:

  • Passengers are expected to behave respectfully towards the driver and vehicle.
  • The driver reserves the right to refuse service or terminate a journey if a passenger is under the influence of excessive alcohol or drugs, poses a threat, or behaves abusively or dangerously. No refund will be provided in such cases.
  • Smoking (including e-cigarettes) and consumption of alcohol or illegal substances are strictly prohibited inside the vehicles.
  • Eating inside the vehicle is generally discouraged; please check with the driver.

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

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

10. Communication and Contact

10.1. By booking, you consent to be contacted by Mallorca Transfer Taxi regarding your booking via email, phone, SMS, or WhatsApp using the details provided.

10.2. We primarily use email for confirmations and important updates. Please ensure our emails are not blocked by spam filters. Phone/WhatsApp may be used for urgent communication near the time of service.

10.3. Both the USER and Mallorca Transfer Taxi acknowledge that email delivery can be affected by various factors, including spam filters. It is the USER’s responsibility to check their email inbox, including spam or junk folders, for communications from us. We are not responsible for undelivered emails due to issues on the USER’s side (e.g., spam filters, full inbox, incorrect address provided). Similarly, while we make reasonable efforts to monitor our incoming mail, including spam folders, we cannot guarantee receipt of every email sent by the USER. Crucially, if a USER sends an important communication (such as a cancellation request or booking modification) and does not receive an explicit acknowledgement or reply from Mallorca Transfer Taxi within a reasonable timeframe (e.g., 24 hours for non-urgent matters), the USER must follow up using an alternative contact method (Phone or WhatsApp: +34 649 27 16 95) to ensure the communication was received and is being processed. Mallorca Transfer Taxi cannot be held responsible for failing to act upon communications that were not verifiably received. The responsibility for confirming receipt of critical communications rests with the sender.

11. Data Protection and Privacy

11.1. Mallorca Transfer Taxi complies with the General Data Protection Regulation (GDPR) and relevant Spanish data protection laws.

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

11.3. We do not sell your data. Data may be shared with direct collaborators only when necessary to fulfill the service (e.g., if subcontracting during peak times), under strict confidentiality and data protection agreements.

11.4. For full details on how we process your data and your rights (access, rectification, erasure, etc.), please refer to our Privacy Policy available on our website. Contact bookings@mallorcatransfer.taxi for data protection inquiries.

12. Intellectual Property

12.1. All content on the Mallorca Transfer Taxi website (https://mallorcatransfer.taxi), including text, graphics, logos, images, and software, is the property of Mallorca Transfer Taxi or its content suppliers and protected by copyright laws.

12.2. The Mallorca Transfer Taxi name and logo are trademarks of Mallorca Transfer Taxi. Unauthorized use is prohibited.

13. Liability and Insurance

13.1. Mallorca Transfer Taxi operates with all necessary licenses and authorizations (VTC) as required by Spanish Land Transport Law (LOTT).

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

13.3. Our liability for loss or damage is limited according to applicable Spanish and EU regulations governing passenger transport. We are not liable for delays, cancellations, or failures caused by force majeure events (see Section 15) or circumstances beyond our reasonable control (e.g., extreme traffic, police roadblocks, accidents involving third parties).

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

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

14. Modifications to Terms

14.1. Mallorca Transfer Taxi reserves the right to modify these Terms at any time. The version applicable to your booking is the one available on our website at the time of booking confirmation.

14.2. Significant changes to ongoing policies may be communicated via email or website notice.

15. Force Majeure

15.1. Mallorca Transfer Taxi shall not be liable for any failure or delay in performing obligations due to events beyond our reasonable control (Force Majeure). Such events include, but are not limited to: acts of God (floods, earthquakes, severe weather), pandemics, war, terrorist acts, civil unrest, strikes, significant transport network disruptions (road closures, major accidents), government actions, or utility failures.

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

16. Governing Law and Jurisdiction

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

17. Accessibility and Special Requirements

17.1. While we are not specialists in disabled transportation, we strive to accommodate passengers with special requirements.

17.2. Please inform us during booking (using ‘Special Requests’ or direct contact) of any medical conditions, disabilities, or need for wheelchair assistance (foldable wheelchairs may be transportable depending on vehicle space, but we do not typically operate specially adapted vehicles).

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

18. Dispute Resolution

18.1. Should you have a complaint regarding our service, please contact us first at bookings@mallorcatransfer.taxi to allow us the opportunity to resolve the issue.

18.2. If unresolved, you may utilize the European Commission’s Online Dispute Resolution (ODR) platform: http://ec.europa.eu/consumers/odr/. Our contact email for ODR purposes is bookings@mallorcatransfer.taxi.

19. Final Provisions

19.1. By confirming a booking with Mallorca Transfer Taxi, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions of Service.

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