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Privacy Policy

1. Processing Navigations Data.

Beyond the strict observation and compliance of the requirements set forth in the constitutional law 15/1999 dated 13th December about the Protection of Personal Data and the art. 22 of Act 34/2002, dated 11th of July, on Information Society Services and Electronic Trade, we inform you that VIAJES IBEROSERVICE ESPAÑA, S.L.U. obtains and keeps the following information on visitors to our site: .

a) The supplier’s domain name (PSI) and/or IP address which give access to the network. For example, a user from the supplier xxx shall only be identified with the domain xxx.es and/or IP address. Thus, we are able to produce statistics on the countries and servers which most often visit our website. .

b) The date and time of access to our site. This allows us to find out the times with the highest influx, and to make the necessary adjustments to avoid saturation problems at our peak hours. .

c) The internet address from which the link directs users to our site. Thanks to this information, we can find out the effectiveness of the different banners and links which point to our server, so that we can then improve those which offer the best results. .

d) The number of daily visitors in each section. This allows us to find out the most successful areas and to increase and improve the content of these, so that users can, in turn, benefit from a more satisfactory result. .

e) The operating system and browser by which the user surfs the net, as well as the selected language in order to improve the site and also for statistical purposes. .

Access to this page may involve the use of cookies. They are used to store some information about the user and can only be read by the website which sent him to the device. Usually, cookies have a statistical purpose on the web pages which use them, meaning that they will never contain information on personal data. These devices are associated exclusively to one user and their personal computer, for which the web page owner company will only use these data, as a whole, in order to improve services. Users can choose not to receive cookies, or to be informed about their settings by way of the browser configuration to that end. However, the company is not responsible for the fact that deactivating these prevents the page from functioning correctly. Although the information obtained is, in principle, totally anonymous, in conformance with Report 327/2003 from the Spanish Data Protection Agency, we inform the user that the above-mentioned data shall be incorporated in a personal data file for the before mentioned purposes. If the client wishes to exercise rights of access, rectification, cancellation or opposition, please follow the instructions as are stated in the section RIGHTS. .

1.1. Processing personal data. .

In accordance with the stipulations in Act 15/1999, dated 13th of December on Personal Data Protection, the user accepts that the personal details given at the time of booking are incorporated in a file which belongs to VIAJES IBEROSERVICE ESPAÑA, S.L.U., a trading entity set up under the protection of Spanish legislation, headquartered at General Riera, 154, Palma de Mallorca – 07011 – Palma de Mallorca. .

User may access the web site and search our products without giving any piece of personal information. .

Please, in order to manage your booking properly, all customers are to fill in the compulsory fields (clearly highlighted) of our site. .

1.2. Personal Data Files Purposes: .

• CONTACT DETAILS FORM AND ON LINE ASSISTANCE FORM: personals details collected by the different forms will be used with the sole purpose of managing your suggestions or complaints as well as improve the quality of our site. .

• CONTRACTING PRODUCTS OR SERVICES: personal details collected while booking will only be used with the sole purpose of managing and administrating the booking process, collection of products and services, management of incidences and statistics so as to enable us to improve our site to fully satisfy our customers. .

Our costumers’ personal details will only be used so as to manage bookings, issue the necessary documents to have access to the services booked, managing the historical record of the booking and for statistical purposes. Any data thus collected on this website and always under your consent, may be transmitted to those entities that must be involved in order to contract the requested services. Where your stay is outside the European Economic Area the customer allows us to provide your bank details to the local suppliers to manage your services. .

On “MY BOOKINGS” section customers have all the information about their bookings.

• COMPLAINTS: Details given will be used to manage your complaint. In case of necessary data with special protection such as your health condition you expressly consent the handling of the said details in order to deal with your request. Depending on the nature of the matter, the principal receivers might be, amongst others, Official Institutions, Public Entities, judges, courts, prosecutors and insurance companies. Any data might be transmitted to those suppliers and entities involved in your complaint. Where your stay is outside the European Economic Area you allow us to provide your details to the local suppliers to manage your incidence. Customers may submit a complaint to: webcomplaints@iberoservice.com

• ONLINE CHAT ASSISTANCE: Any data given will be used to manage your request and maintain the communication. You are informed that your conversation will be stored in our system with the sole purpose of improving our quality service.

2. Files for publishing purposes: If during the process of your booking, or while filling out the form on the first page, the user indicates his wish to receive information on our promotions, his personal data which are required for communication, shall be received by VIAJES IBEROSERVICE ESPAÑA, S.L.U. and shall be used to keep him informed, either by email or by any other means, of news, products and services related to our company. From that moment on, he is informed that, if so desired, his personal data shall be incorporated into a file with personal details for which the entity VIAJES IBEROSERVICE ESPAÑA, S.L.U. is responsible, and the user may access, cancel, and rectify his data or oppose this process in writing as informed in RIGHTS. .

2.1. Third party details: According to the art 5 set forth in the PDPR (Personal Data Protection Regulation) the user must also be properly entitled to provide data from third parties. Also if it is by law (arts. 6, 7 and 11 of the said PDPR) the user implies that he accepts sole responsibility of the duty to inform them of the content of our Privacy Policy prior to offering their personal details. .

When customers have to request a special service, he or she will never reveal the reason or the medical causes why the service is needed. This means that the user will not talk about a “handicapped” but will require a “wheelchair” or will not use the “diabetic” term but “sugar-free meal”. .

Customers’ Rights: .

If the client wishes to exercise rights of access, rectification, cancellation or opposition, a request in writing should be sent to the Data Protection Dept. – VIAJES IBEROSERVICE ESPAÑA, S.L.U., headquartered at General Riera, 154, 07010 Palma de Mallorca, Illes Balears. .

General conditions

ACCESS CONDITIONS
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Introduction.
This document aims to inform you about the rules for use, i.e. the general conditions regulated by the web page.

This web page belongs to VIAJES IBEROSERVICE ESPAÑA, S.L.U., a trading company set up under the protection of Spanish legislation, headquartered at General Riera nº 154, Palma de Mallorca, with company VAT number B-57.551.350.

Through this web page, we aim to provide you with information on excursion and transfer services, for which you may complete your booking. You will find information on the website in relation to the availability of these services, and you can search for services by geographical location and date.

The use of this page, as well as the services and products contained on it, imply the acceptance of the standards for use and general reservation conditions, in their latest version. As such, we advise you to read these conditions before completing your booking every time you access our web page as “the site” reserves the right to change, modify, add or remove part of these general conditions at any time.

By accepting these reservation conditions you commit to use this web page and the services offered on it with licit intent, in accordance with the stipulations set out in this legal agreement and in such as way as to prevent damage to the rights or interests of third parties, or prevent situations which may damage or cause abnormal use to the web page or the services provided thereon.

Legal regulation.
These general conditions are subject to the stipulations set out in Act 7/1998, dated 13th of April, on General Reservation Conditions, Act 26/1984, dated 19th of July, General act for the defence of Consumers and Users, Directive 97/7/CEE, dated 20th of May 1997, on the application to contracts developed through the Internet between the consumer and supplier, Act 7/1996, dated 15th of January, on Retail Trade Orders, Constitutional Act 15/1999 on Personal Data Protection and the regulation which enforces it, and Act 34/2002, dated 11th of July, on Information Society Services and Electronic Trade and all tourist regulations which are thereby applicable and, subsidiarily, the Civil Code and the Trade Code.
Liability exclusion.
This web page is accessed at the user’s own risk. Therefore, VIAJES IBEROSERVICE ESPAÑA, S.L.U. is not responsible for any damage resulting from interference, interruptions, computer viruses, network breakdowns or network disconnections resulting from causes which are unrelated to the aforementioned trade; delays or blockages in the use of this electronic system causing deficiencies or overloads in the data processing centre, telephone lines, the Internet system or in other electric systems; nor any other alteration which may occur in the users’ Software or Hardware. In the event that the website fails to function, VIAJES IBEROSERVICE ESPAÑA, S.L.U. has provided its email address webteam@iberoservice.com, where you may direct these issues.

In the same way, VIAJES IBEROSERVICE ESPAÑA, S.L.U. shall not be held liable for damage caused by third persons by illegitimate interference outside of our control. Neither will it respond to damage caused by the use or poor use of the website content.

VIAJES IBEROSERVICE ESPAÑA, S.L.U. reserves the right to change, modify, add or remove the information displayed on the web page at any time. As a general rule, conditions for bookings already paid and confirmed must be respected. Any change or modification which may affect these bookings shall be directly communicated to the customer, who may choose either to welcome the change made or to cancel the booking, the amount of which shall be reimbursed to the customer provided that the change is not the result of causes which are unrelated to VIAJES IBEROSERVICE ESPAÑA, S.L.U.

RESERVATION CONDITIONS
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Reservation requirements.
In making a booking through this web page, the user thereby accepts the following clauses:

1) That he is of legal age and is capable of making the booking, and that he understands the conditions on this web page in their entirety.
2) That the details provided when making the online booking are true, complete and concise.
3) Only the pages shown in the web map can be found on the internet.
4) That access to this web page is the responsibility of the user.
5) That once the booking has been made, the electronic document shall be sent to the archive in which it was formalised, which you can access at any time.
6) That you confirm the booking made with the details provided, i.e. the dates shown, the number of people and the service(s) chosen.
7) The conditions and price of the booking made are expressly determined on the page that you make the booking.
8) By accepting these reservation conditions you thereby commit to use this web page and the services offered on it with licit intent, in accordance with the stipulations set out in this legal agreement and in such as way as to prevent damage to the rights or interests of third parties or prevent situations which may damage or cause abnormal use to the web page or the services provided thereon.

Reservation process.
1) VIAJES IBEROSERVICE ESPAÑA, S.L.U. offers a series of excursion and transfer services through the website.
2) The user can access the site and use the service search functions to obtain information on the services offered.
3) The user then selects the services he wishes to reserve.
4) The user enters the general booking details and makes the payment in the 4B servers (services offered by Banco de Santander).
5) The user is given an identification number (reference code) as well as the option to download the travel voucher (document that must be presented when the service is used), for each service booked.
6) The user receives the booking invoice by email within a maximum timeframe of 48 working hours following the reservation.
7) The user can then have access to the relevant documents.

Specific conditions for transfer services.
1) TRAVEL DOCUMENTATION: For each transfer service reserved, the system will give you a travel voucher. These documents can be accessed from the final booking screen (once payment has been made) and also using the MY BOOKINGS option. Remember that there are TWO documents for EACH booking service. A return transfer is considered as TWO transfer services, and as such each one will have its own documentation.

2) TRAVEL VOUCHER: The travel voucher must be printed out since it is to be handed over to the authorised personnel at the start of the transfer. THE SERVICE SHALL NOT BE PROVIDED IF CUSTOMERS DO NOT HAND OVER THE VOUCHER TO THE AUTHORISED PERSONNEL. If, for any reason, the customer mislays the travel voucher, a new copy can be printed out using the MY BOOKINGS option on the site.

3) COLLECTION POINT:
I. The passenger collection points at the transfer start point are specified on the booking documentation and are as follows:

a. Terminals (Airport, Ports, Stations, etc.): Go to the meeting point which is specified in the sales process and also in the travel documentation.

b. Hotels: Go to the collection point shown in the travel documentation. As a general rule, you will be collected outside the hotel; however in some cases this is not possible (due to access conditions) and a nearby collection point will be specified in your travel documentation.

II. In both cases, when you arrive you must find the authorised individual who will carry a sign with the http://iberoservice.com logo or the name of the booking’s main passenger.

III. Remember that you must hand over the travel voucher to the authorised individual to be able to make the transfer. The number of people shown on the travel voucher must match (or be higher than) the number of people ready for the transfer.

IV. Remember that if you have reserved a shared transfer, you may need to share the vehicle with other passengers who are not part of your booking.

4) COLLECTION DATE/TIME:

I. IN GENERAL: Our traffic dept. is responsible for monitoring delays in the arrival transportation. If your arrival transportation (flight, ferry, train, bus, etc.) is delayed, your transfer will also be delayed accordingly. This only applies in cases where you have correctly specified your transportation code (flight, ferry, train, bus, etc.) when making the booking. If not, customers must assume responsibility for any delays which may occur in their arrival transportation.

II. FOR PRIVATE TRANSPORTATION: For private transfers, the collection date and time is specified on your travel documentation and the transportation shall wait a maximum of 30 minutes after the collection time given. This is valid both for the transfers which begin in a terminal (except in the event of delays in the arrival transportation, see point I), as well as those leaving from a hotel.

III. FOR SHARED TRANSPORTATION: For shared transfers, your travel documentation specifies a collection time margin. At least 24 hours before your transfer, we will contact you via e-mail to inform you of the exact collection time. Passengers must be at the collection point at the time shown for the start of their transfer.

IV. If customers do not appear at the times and place specified, this shall be understood as a cancellation of the services.

5) DELAYS FROM THE COMPANY: VIAJES IBEROSERVICE ESPAÑA, S.L.U. is not responsible for delays due to force majeure, nor to other unforeseen circumstances or events out with our control, such as accidents suffered by third parties during the transfer, police controls, acts of terrorism or vandalism, extreme weather conditions, etc.

6) BAGGAGE:

I. Each passenger is entitled to one piece of baggage with a maximum weight of 20 kg. (Maximum combined size of 158 cm) and one piece of hand baggage weighing a maximum of 5 kg (maximum dimensions of 45cm x 35cm x 25cm). This base baggage is included in the price of the booking.

II. Any excess baggage must be declared when making the booking in the ‘Special services’ section and will be invoiced accordingly. We shall not be responsible for transferring excess baggage which has not been declared when making the booking. Whether or not baggage which has not been declared in the booking is transferred shall be at the discretion of the transport company, which will inform and charge customers the applicable tariffs if they decide to accept the transfer of baggage which has not been declared.

III. Customers must ensure that they do not include the following items in their baggage: items which may be dangerous to other passengers, items which may not be transported in accordance with prevailing legislation, animals not included in point VIII, firearms and items which we determine not to be transferable due to their weight, size, or nature, such as fragile, perishable or excessively bulky items.

IV. VIAJES IBEROSERVICE ESPAÑA, S.L.U. recommends that customers do not transport fragile or valuable items such as jewellery, money, precious metals, silver items, cheques and other negotiable values, documents, passports and other identification documents, samples, etc.

V. Customers are solely responsible for the transport of their baggage, and may not claim for damages or loss of baggage. We recommend that you take out travel insurance in case of such an event.

VI. Baggage which has been forgotten in transport shall be sent to the address indicated by the customer, provided that a claim has been properly filed by the customer through our contact email address mailto:webteam@iberoservice.com, and ownership has been verified.

VII. Customers are solely responsible for any accompanying animals transported. They must travel in a container which complies with IATA specifications. In any case, VIAJES IBEROSERVICE ESPAÑA, S.L.U. must be notified if you wish to transport accompanying animals using the ‘Special services’ section.

VIII. Customers must accept additional charges for transporting accompanying animals by VIAJES IBEROSERVICE ESPAÑA, S.L.U.

7) CLASS AND No. OF VEHICLES: VIAJES IBEROSERVICE ESPAÑA, S.L.U. will do everything possible to offer the service with the number and category requested. However, we reserve the right to provide the service with a different number of vehicles and a different category (always higher) should the conditions reserved be unavailable.

8) CHILDREN AND INFANTS:

I. Customers must specify the number of infants (up to 2 years) and children (from 3 to 12 years of age) included in the transfer during the booking process.

II. Due to the diversity of services and customers, VIAJES IBEROSERVICE ESPAÑA, S.L.U. cannot provide any kind of chair, cushion or booster accessory for children or infants, although Spanish regulations require children under 3 years of age to use fastening systems and recommends using a booster cushion for those over 3 years of age. For this reason, family members of minors shall be responsible for providing these transport accessories.

III. The adults responsible for minors shall also be responsible for checking the fastenings on these accessories in vehicles and the safety of these.

IV. VIAJES IBEROSERVICE ESPAÑA, S.L.U. shall not transport minors who are unaccompanied by adults.

V. Child buggies shall go to the baggage area and only collapsible buggies will be accepted.

9) DEVICES FOR INDIVIDUALS WITH DISABILITIES:

I. Chairs for individuals with disabilities must be specified in the ‘Special services’ section as these do not incur an additional transport charge.

II. If devices other than wheelchairs are transported for individuals with disabilities, we ask that you indicate this in the ‘Remarks’ section, specifying the approximate dimensions and weight.

Specific conditions for excursion services.

1) TRAVEL DOCUMENTATION: For each excursion service reserved, the system will provide you with a travel voucher. This document can be accessed from the final booking screen (once payment has been made) and also using the MY BOOKINGS option.
2) TRAVEL VOUCHER: The travel voucher must be printed out since it is to be handed to the guide at the start of the excursion. THE SERVICE SHALL NOT BE PROVIDED IF CUSTOMERS DO NOT HAND OVER THE VOUCHER TO THE GUIDE. If, for any reason, customers mislay the travel voucher, a new copy can be printed using the MY BOOKINGS option on the site.

3) COLLECTION POINT:
I. Passenger collection points at the transfer start point are specified in your travel documentation. Go to the collection point indicated in your itinerary document.

II. In both cases, when you arrive you must find the guide who will carry a sign with name of the booking’s main passenger.

II. Remember that you must hand over the travel voucher to the guide in order to join the excursion. The number of people shown on the travel voucher must match (or be higher than) the number of people ready for the service.

4) COLLECTION DATE/TIME:
I. The collection date and time is specified in your travel documentation. Bear in mind that you may need to wait at the collection point for up to 30 min.

II. If customers do not appear at the times and place specified, this shall be understood as a cancellation of the services.

5) DELAYS BY THE COMPANY: VIAJES IBEROSERVICE ESPAÑA, S.L.U. is not responsible for delays due to force majeure, nor to other unforeseen circumstances or events out with our control, such as accidents suffered by third parties during the transfer, police controls, acts of terrorism or vandalism, extreme weather conditions, etc.

6) BAGGAGE:
I. Each passenger may carry one piece of hand baggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35cm x 20cm).

II. Customers must ensure they do not include the following items in their baggage: items which may be dangerous to other passengers, items which may not be transported in accordance with prevailing legislation, animals not included in point VIII, firearms and items which we determine not to be transferable due to their weight, size, or nature, such as fragile, perishable or excessively bulky items.

III. Customers are solely responsible for the transport of their baggage, and may not claim for damages or loss of baggage. We recommend that you take out travel insurance in case of such an event.

IV. Baggage which has been forgotten in transport shall be sent to the address indicated by the customer, provided that a claim has been properly filed by the customer through our contact email address webteam@iberoservice.com, and ownership has been verified.

V. We do not accept accompanying animals on excursion services.

7) CHILDREN AND INFANTS:
I. Customers must specify the number of infants (up to 2 years) and children (from 3 to 12 years of age) included in the service during the booking process.

II. Due to the diversity of service and customers, VIAJES IBEROSERVICE ESPAÑA, S.L.U. cannot provide any kind of seat, cushion or booster accessory for children or infants. For this reason, family members of minors shall be responsible for providing these transport accessories.

III. VIAJES IBEROSERVICE ESPAÑA, S.L.U. shall not transport minors who are unaccompanied by adults.

IV. Child buggies shall go to the baggage area and only collapsible buggies will be accepted.

8) DEVICES FOR INDIVIDUALS WITH DISABILITIES: Seats or other devices for persons with disabilities must be specified in the ‘Remarks’ section of the booking, indicating the approximate weight and dimensions. This service shall be provided free of charge to customers. VIAJES IBEROSERVICE ESPAÑA, S.L.U. does not commit to transport any devices which have not been declared.

PAYMENT
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I. Bookings shall be paid for through a TPV Virtual system provided by Banco de Santander and 4B. For this reason, you will be redirected to the 4B payment pages during the payment phase, to make the payment in a secure setting. For your security, VIAJES IBEROSERVICE ESPAÑA, S.L.U. shall never have access to the card details you use for the payment.

II. The payment system uses the most up-to-date security checks (Verified by Visa and MasterCard SecureCode). This means that you may be asked additional information to check your identity during the payment process.

III. VIAJES IBEROSERVICE ESPAÑA, S.L.U. shall not be held responsible for any damage resulting from interference, interruptions, computer viruses, network faults or network disconnections in the System provided by Banco de Santander and 4B; neither will it be responsible for delays or blockages in the use of these electronic systems caused by deficiencies or overloads in its data processing centre, telephone lines, the Internet system or in other electric systems; nor any other alteration which may be caused in the users’ Software or Hardware.

POLICY ON MODIFICATIONS, CANCELLATIONS AND RETURNS
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I. Bookings are groups of services.

II. To make any modification to a booking which has already been confirmed, go to the “My Bookings” section.

III. Services cannot be added to a booking which has already been confirmed. For this reason, any modification to a service involves the cancellation of the service in the original booking and the creation of a new booking with a new service. Therefore, ‘modifications’ to services or bookings are not specifically included.

IV. Services may be cancelled free of charge, up to 6 days before. To make a cancellation, go to the ‘MY BOOKINGS’ section on the site. You cannot cancel services with less than 6 days prior notice.

V. Once the cancellation has been made, our administrative dept. will order the return (in under 48 hours) of the corresponding part of the cancelled service on the credit card where the original payment was made.

VI. It is the customer’s responsibility to destroy the travel documentation he has in relation to the cancelled services.

VII. In cancelling all of the services in a booking, you cancel the booking itself. Cancelling the entire booking involves cancelling all the services included.