Excelencias Travel Terms and Conditions

General Information

This document sets out the terms and conditions of use of the DOWN UNDER MEDIA S.L. website, hereinafter EXCELENCIAS TRAVEL. By accessing and using this website, the user agrees to comply with the terms and conditions set out herein.

Service Provider Information:

Legal Name: DOWN UNDER MEDIA S.L. (EXCELENCIAS TRAVEL C.I.C.MA 2251)
Tax ID: B-82014440
Registration in the Madrid Mercantile Registry: Volume 13158, Book 0, Folio 85, Section 8, Page M212922, 1st Registration
Registration Date: 04/06/1998
Contact Email: info@excelenciastravel.com

Compliance with the Law

This website complies with the provisions of Law 34/2002, of July 11, on information society services and electronic commerce (LSSI-CE), and with Royal Decree-Law 23/2018, of December 21, on the transposition of directives in the field of trademarks, railway transport, and combined travel and linked travel services.

Description of Services Provided

EXCELENCIAS TRAVEL offers a wide range of travel services designed to meet the needs of its customers. Below are the main services provided:

Visas: Advice and management of visas for various destinations, facilitating the process of obtaining entry permits to different countries.
Insurance: We offer travel insurance that covers everything from medical assistance to trip cancellation, providing peace of mind and protection during your trip.
Flights: Reservation and sale of airline tickets for domestic and international destinations, with flexible options and competitive rates.
Transfers: Transfer services to and from airports, hotels, and other destinations, ensuring a comfortable and safe journey.
Accommodation: Reservations for accommodation in a variety of hotels and tourist accommodations, tailored to the preferences and needs of the customer.
Hotel Vouchers: Vouchers for stays in selected hotels, offering flexibility and savings on accommodation.
Excursions: Organization of excursions and guided tours, allowing travelers to explore and enjoy tourist destinations with expert guides.
Circuits and Packages: Design and sale of tourist circuits and travel packages that combine transportation, accommodation, and activities in a single package.
VIP Lounge / Airport Assistance: Access to VIP lounges at airports and personalized assistance to facilitate the boarding and disembarking process.
Transtur Cars: Rental of vehicles from the Transtur fleet, offering a wide range of transportation options.
Rex Cars / Chauffeur Rental: Luxury car rental with chauffeur, providing comfort and high-quality personalized service.

Visas

Please note that for visa processing, you will need at least 3 business days (excluding holidays and weekends) before your departure date. The name and surname must be filled out as they appear on the passport you will be traveling with. The passport must be valid for 6 months from the departure date of your flight. Keep it until your departure; in case of loss, notify immigration immediately to obtain a duplicate upon payment of the corresponding fee. The visa allows a maximum stay of 90 days, extendable for an additional 90 days after entering the country (directly in Cuba) for leisure or recreation purposes; it will not serve as a visa for other travel motivations. For departure, it is essential to present it along with the passport and ticket. Not valid without the stamp of the issuing entity. Cuban citizens will not use this document. This document is not valid with incorrect information, amendments, or erasures. This visa is not valid for passport holders from Cameroon, Eritrea, Ethiopia, Ghana, Guinea Conakry, Haiti, Kenya, Nigeria, Sierra Leone, Somalia, India, Sri Lanka, Philippines, Afghanistan, Bangladesh, Nepal, Pakistan, Iran, Iraq, Syria, Yemen, Uzbekistan, Guyana, and Ukraine, who must go directly to the Consulate. The visa is non-refundable, so in case of error and payment has been made, you must reapply. In the case of the flight offer with an included visa, in case of cancellation, the €22 visa fee will always be charged as a penalty. Spanish citizens can check the entry requirements for each country on the Ministry of Foreign Affairs and Cooperation website: www.exteriores.gob.es. If you have another nationality, it is recommended to consult with your Consulate or Embassy. Courier for the Balearic and Canary Islands may take up to 3 more business days than expected.

Insurance

Basic Medical Assistance Insurance Up to €3,000

Coverage and Limits per Insured Person

Risks covered and sums insured per person:

Luggage: 1.1. Material losses: €150.00
Accidents cannot be contracted for higher amounts per trip than those indicated in points 3.1 and 3.4 of the general policy conditions.
3.1. Accidents during the trip in case of death: €6,000.00
3.2. Permanent disability: €6,000.00
Assistance to persons:

4.1. Medical, surgical, pharmaceutical, and hospitalization expenses incurred abroad and arising from an illness or accident occurring abroad: €3,000.00
4.2. Extension of stay in a hotel: €60.00/day up to a limit of €600.00
4.3. Repatriation or sanitary transport of injured or sick persons: unlimited
4.4. Repatriation or transport of deceased persons: unlimited
4.5. Travel of a companion in case of hospitalization: unlimited
4.6. Stay of the accompanying person: €60.00/day up to a limit of €600.00
4.7. Repatriation of a companion: unlimited
4.9. Return of the insured due to the death of an uninsured family member: unlimited
4.10. Return of the insured due to the hospitalization of an uninsured family member: unlimited
4.11. Early return due to serious damage to the home or professional office: unlimited
4.13. Urgent shipment of medications not available abroad: included
4.14. Transmission of messages: included
4.15. Assistance in locating and sending luggage: included
4.16. Travel assistance: included

Civil liability:

6.1. Private civil liability: €60,000.00

Instructions to Follow in Case of a Claim

24-hour assistance service included, with a collect call to the phone number 915560040

For Luggage:

In case of theft, you must provide a copy of the police report detailing the circumstances of the theft. In case of damage or loss caused by the carrier, you must provide an original certification issued by the carrier stating the facts. In case of delay, you must provide the original certification issued by the carrier.

For Accidents:

Notify ERGO Travel Insurance as soon as possible.

For Civil Liability:

You must submit a written statement detailing the facts and provide any documents presented by the affected parties, indicating their name and address. Do not accept, negotiate, or reject any claim without the express authorization of the INSURER.

Very Important: claims related to the above risks will be made upon return from the trip, by contacting: Calle Capitán Haya 16-9ºB Madrid 28020. Phone 915560040

For Assistance:

Assistance must be requested by phone, indicating the insured's name, policy number, location and phone number, and a description of the problem. This policy is valid for Spanish residents when the departure is from Spain to any destination in the world (considering that in the case of non-Spanish residents, repatriation would be to Spain), or for residents of any other country coming to Spain.

Basic Medical Assistance Insurance Up to €6,000

Coverage and Limits per Insured Person

Risks covered and sums insured per person:

Luggage: 1.1. Material losses: €300.00
Accidents cannot be contracted for higher amounts per trip than those indicated in points 3.1 and 3.4 of the general policy conditions.
3.1. Accidents during the trip in case of death: €6,000.00
3.2. Permanent disability: €6,000.00
Assistance to persons:

4.1. Medical, surgical, pharmaceutical, and hospitalization expenses incurred abroad and arising from an illness or accident occurring abroad: €6,000.00
4.2. Extension of stay in a hotel: €60.00/day up to a limit of €600.00
4.3. Repatriation or sanitary transport of injured or sick persons: unlimited
4.4. Repatriation or transport of deceased persons: unlimited
4.5. Travel of a companion in case of hospitalization: unlimited
4.6. Stay of the accompanying person: €60.00/day up to a limit of €600.00
4.7. Repatriation of a companion: unlimited
4.9. Return of the insured due to the death of an uninsured family member: unlimited
4.10. Return of the insured due to the hospitalization of an uninsured family member: unlimited
4.11. Early return due to serious damage to the home or professional office: unlimited
4.13. Urgent shipment of medications not available abroad: included
4.14. Transmission of messages: included
4.15. Assistance in locating and sending luggage: included
4.16. Travel assistance: included

Civil liability:

6.1. Private civil liability: €60,000.00

Instructions to Follow in Case of a Claim

24-hour assistance service included, with a collect call to the phone number 915560040

For Luggage:

For Accidents:

Notify ERGO Travel Insurance as soon as possible.

For Civil Liability:

Very Important: claims related to the above risks will be made upon return from the trip, by contacting: Calle Capitán Haya 16-9ºB Madrid 28020. Phone 915560040

For Assistance:

Basic Medical Assistance Insurance Up to €30,000

Purchasing this insurance must be associated with any other service.

Coverage and Limits per Insured Person

Risks covered and sums insured per person:

Luggage: 1.1. Material losses: €300.00
Accidents cannot be contracted for higher amounts per trip than those indicated in points 3.1 and 3.4 of the general policy conditions.
3.1. Accidents during the trip in case of death: €6,000.00
3.2. Permanent disability: €6,000.00
Assistance to persons:

4.1. Medical, surgical, pharmaceutical, and hospitalization expenses incurred abroad and arising from an illness or accident occurring abroad: €30,000.00
4.2. Extension of stay in a hotel: €60.00/day up to a limit of €600.00
4.3. Repatriation or sanitary transport of injured or sick persons: unlimited
4.4. Repatriation or transport of deceased persons: unlimited
4.5. Travel of a companion in case of hospitalization: unlimited
4.6. Stay of the accompanying person: €60.00/day up to a limit of €600.00
4.7. Repatriation of a companion: unlimited
4.9. Return of the insured due to the death of an uninsured family member: unlimited
4.10. Return of the insured due to the hospitalization of an uninsured family member: unlimited
4.11. Early return due to serious damage to the home or professional office: unlimited
4.13. Urgent shipment of medications not available abroad: included
4.14. Transmission of messages: included
4.15. Assistance in locating and sending luggage: included
4.16. Travel assistance: included

Civil liability:

6.1. Private civil liability: €60,000.00

Instructions to Follow in Case of a Claim

24-hour assistance service included, with a collect call to the phone number 915560040

For Luggage:

For Accidents:

Notify ERGO Travel Insurance as soon as possible.

For Civil Liability:

Very Important: claims related to the above risks will be made upon return from the trip, by contacting: Calle Capitán Haya 16-9ºB Madrid 28020. Phone 915560040

For Assistance:

Assistance must be requested by phone, indicating the insured's name, policy number, location and phone number, and a description of the problem. Purchasing the insurance must be associated with any other service. This policy is valid for Spanish residents when the departure is from Spain to any destination in the world (considering that in the case of non-Spanish residents, repatriation would be to Spain), or for residents of any other country coming to Spain.

Travel and Cancellation Insurance

Purchasing this insurance must be associated with any other service.

Coverage and Limits per Insured Person

Risks covered and sums insured per person:

Luggage: 1.1. Material losses: €300.00
Assistance to persons:

4.1. Medical, surgical, pharmaceutical, and hospitalization expenses incurred abroad and arising from an illness or accident occurring abroad: €9,000.00
4.3. Repatriation or sanitary transport of injured or sick persons: unlimited
4.4. Repatriation or transport of deceased persons: unlimited
4.7. Repatriation of a companion: unlimited

Cancellation:

7.1. Expenses for trip cancellation: €1,000.00

Instructions to Follow in Case of a Claim

24-hour assistance service included, with a collect call to the phone number 915560040

For Luggage:

For Trip Cancellation:

In case of trip cancellation, you must notify the Agency where you purchased the trip covered by the policy (which must be the same) and notify the INSURER within a maximum of seven days from the occurrence of the incident.

Very Important: claims related to the above risks will be made upon return from the trip, by contacting: Calle Capitán Haya 16-9ºB Madrid 28020. Phone 915560040

Purchasing the insurance must be associated with any other service. This policy is valid for Spanish residents when the departure is from Spain to any destination in the world (considering that in the case of non-Spanish residents, repatriation would be to Spain), or for residents of any other country coming to Spain.

Flights

When the client books an airline ticket, both domestic and international, they will be subject to the specific conditions of the booked fare, which are specified in the flight selection option FARE. ONLINE's liability to the client for this service is limited solely and exclusively to the correct reservation and sale of the airline ticket, with the transportation contract being exclusively between the passenger and the airline, so any incident related to the execution of the flight (cancellation, delay, overbooking) or the transportation of their luggage will be the sole responsibility of the airline, and the passenger must deal directly with the airline. In case of delay, loss, or damage to your luggage, or any incident on your flight, it is recommended to file the appropriate claim with the airline on the spot (before leaving the airport). All users are advised that, before starting their trip, they must ensure they meet all passport, visa, and any other legal and health requirements necessary to enter, exit, and travel without problems in the country or countries of transit or destination. The travel agency and the airline are not responsible for the loss of the flight due to non-compliance with the requirements demanded by the destination or transit country. It is recommended that the client reconfirm the departure times of flights 48 hours in advance. Tickets will be issued in electronic ticket format and will be sent by email within 24 hours. It is recommended that the client arrives at the airport at least 3 hours before the official departure time. If the flight takes place during the holiday season, the recommendation is extended to 4 hours.

Transfers

Collective transfers are regular line buses with schedules established according to the departure point. Children from 0 to 1.99 years travel for free as long as they share a seat with an adult.

Accommodation

When the client books accommodation, they will be subject to the specific conditions of the booked rate. The hotel rates we offer are not valid for residents in Cuba. If a resident books through our website, they will be charged the hotel's regular rate once they arrive at the reception. Residents in Cuba, please contact us for more information and prices.

Hotel Voucher

The Hotel Voucher Program offers the possibility of purchasing vouchers (for a minimum of one adult and a maximum of 2 adults and one free child), including breakfast. These vouchers will allow you to stay in any of the hotels we have listed. You choose freely depending on your preferences and itinerary. Each voucher is equivalent to one night's accommodation, and to check in at the hotel, you only need to present it upon arrival. Incidental expenses not covered by the program must be paid upon departure from the hotel.

The prices are per night in accommodation and breakfast (CP). The client must mandatorily pay the all-inclusive supplement directly at the hotel reception in hotels that require it (AI).

The prices apply to standard rooms in all hotels without exception, with a maximum capacity of 2 adults + 1 child per room. If there are two (2) children, they will be placed in separate rooms and will present one (1) additional voucher per night.

Children from 0 to 12 years old are free in accommodation and breakfast sharing a room with 1 or 2 adults.

The only valid document for payment at the hotel is the Hotel Voucher, which the client will deliver directly at the time of check-in, presenting one voucher for each night of accommodation per room.

Hotels can be booked in advance if the client requests it. In case of loss of the vouchers, the client loses all right to stay, even if the reservation was made in advance.

The voucher is valid for 1 year from the date of purchase, and its amount is non-refundable if not used or exchangeable for another service we offer.

This program operates under hotel availability. Despite this, if you insist on booking before departure: specific hotels and dates can request hotel reservations under availability, and you must wait for our Central Reservations to send you an email confirming the reservation and informing you that it has been sent by regular mail. The confirmation period will depend on the season and events taking place on the requested dates. It is advisable to process it with more than 2 weeks' notice.

Excursions

You must reconfirm the place and time of pick-up for your services 24/48 hours in advance. Note that Cuban nationals will not be allowed to participate in excursions where participants have to board any maritime vessel.

Underwater Excursions

The minimum age to dive is 15 years. Persons aged 15 to 18 must be authorized by their parents or legal guardians. Anyone wishing to acquire an AUSD course must bring a passport-sized photo. It is prohibited to take flights within 24 hours after the last dive. At the destination, the client must sign a liability waiver, which is an international document that releases the diving center and its employees from liability for any incident that may occur. The extraction of marine flora and fauna, underwater hunting, and discarding trash in the sea are prohibited. You must maintain a distance of 1.5 meters from coral formations to preserve the marine environment. It is prohibited to wear lotions or skin sunscreens unless they are biodegradable.

Circuits and Packages

You must reconfirm the place and time of pick-up 48 hours in advance. Circuits are governed by the general conditions of the combined travel contract.

VIP Lounge and Airport Assistance

When the client books accommodation, they will be subject to the specific conditions of the booked rate.

Cars

Rental Conditions in Destination Cuba

Rental offices operate only from 9 am to 6 pm except those located at airports, and in Havana at the Vedado offices located at Calle 3ra and Paseo, and at the Playa office located at Hotel Neptuno. Please keep this information in mind when making your reservation.

Currently, in car rental in Cuba, demand exceeds the actual supply available, and even when the agency has real and proven availability from providers, sometimes they fail to meet agreed deadlines and conditions.

In this situation, Enjoycuba representatives will be available 24 hours at the destination to assist and mediate between the client and the carrier.

The rental point where your rental will be confirmed is subject to the carrier's availability. If it differs from the one you booked, you will be notified in a timely manner. If you do not agree, you can cancel your reservation without charges as long as you do so within 48 hours of receiving the information.

To Pick Up the Car

When picking up the car, you must present the following to the rental company officials:

Excelencias confirmation.
Passport.
Driver's license (not in digital format) valid for all drivers (driver's licenses must be valid for the entire rental period and have been issued at least 2 years in advance).
Credit card (not issued by US banks or their subsidiaries) for payment of the security deposit, baby seat, additional driver, and drop off if not included in the reservation, or others.

If you do not have any of these documents, the service will not be executed, and it will be considered a No Show, applying the corresponding penalty.

Car Categories:

Companies only confirm categories, not specific car models.

Payments

Payments will be made in advance. Your credit card will be debited within 24 hours after the reservation is made. The charge will be in EUR or Euros.

All prices include: Rental + Insurance (Except for drivers aged 21 to 24, in which case an additional supplement will apply, depending on the rented car category. 350 km per day are included, Free mileage for reservations of more than 3 days, except for luxury categories, which would be free for rentals of 7 days or more. All prices are expressed in the selling currency.

Payment Conditions

Online payments are accepted with the following credit cards: Visa, MasterCard.

Mandatory Supplements to Pay:

The car will be received with a full fuel tank, and the client must pay the corresponding price for the fuel tank when making the car reservation.

Full tank fuel service:

54 EUR for Economy Manual or Automatic car categories
60 EUR for Medium Manual or Automatic car categories

To refuel at various establishments in the country, always refuel the vehicle with special gasoline or diesel as appropriate. The client must return the car with the tank as empty as possible, as the rental company will not refund any money for leftover fuel.

Airport Fee:
20 EUR - Surcharge for opening rental contracts at the country's international airport terminals.

Supplements to Pay to the Agency, if Known at the Time of Making the Reservation

Additional Driver

Additional drivers will be included in the contract at the time of car delivery, with an additional charge to be paid directly to the rental company, specifying their valid driver's license number and passport number. The insurance (Vehicle Collision Damage) will not cover damages caused by the driver if these requirements are not met, even if they have a valid driver's license.

Return Fee:

Extra charges will apply for returning the vehicle in a location different from where the rental started. The fee will depend on the distance between the cities.

If the car is returned at Havana International Airport, a charge of 25 EUR x Drop Off will apply.

Supplements to Pay at the Rental Office

Security Deposit

The amount to pay would be between 150 and 250 EUR, depending on the rented car category. This amount will be refunded to the client at the rental office when returning the rental car.

Additional Driver and Return Fee if Not Informed When Booking with the Agency.

Cancellation Policy:

Once the reservation is paid, the following cancellation policy will apply:

If the client cancels the reservation up to 15 days before the scheduled arrival date, the total amount paid for the reservation will be refunded, minus a charge of 15.00 EUR/USD for administrative fees.
If the client cancels the reservation within 14 to 7 days before the scheduled arrival date, they will receive the reservation amount minus the price of two days' rental for not showing up on the indicated date.
If the client cancels the reservation within 7 days and 72 hours before the scheduled arrival date, they will receive the reservation amount minus the price of three days' rental for not showing up on the indicated date.
If the client cancels the reservation after 72 hours before the scheduled arrival date and in case of No Show, a penalty of 100% of the total reservation value will apply.
If the client returns the car before the indicated rental end date, the amount corresponding to the unused days will not be refunded.
Refunds will be charged to your credit card within 72 hours of receiving the cancellation.

This cancellation policy may change depending on the conditions of certain providers in Cuba. In case of variation, you will be informed promptly before making your reservation payment.

Claims:

In case of making a claim for dissatisfaction with the service received, it will be mandatory to present a scanned copy of the signed Rental Contract with the Rental Company at the time the car was delivered.

Additional Notes:

Seasons

5 days minimum rental in Extreme High Season (July 1 to August 31 and December 1 to December 31)

3 days minimum rental in High Season (Rest of the dates)

Additional Equipment

Child seats (5 USD/EUR per day). To guarantee the availability of a child seat, you must request it at the time of reservation.

Deposit of 80.00 USD/EUR to withdraw the seat, refundable upon return of the seat

Pick up and return of the seat are done at our headquarters located at Calle 19 Number 407 between G and F Vedado. On business days and office hours, any change must be coordinated and confirmed between the Sales Agent and the client before starting the rental service.

They are not rear-facing seats

Driver's License:

The client will present the renter with a valid driver's license issued at least 2 years before signing the contract. If the driver's license, issued in the client's country of origin, is not written in English or Spanish, the client must present an international driver's license.

Minimum and Maximum Age:

The renter requires the client to meet the minimum age requirements to rent a vehicle:
- 21 years: Skoda Fabia, Audi A3, A4, A6, VW Sharan and others (and a minimum of 3 years of experience).
- 30 years: Audi A4 convertible & Audi TT.
The maximum age established to rent a car is under 70 years.

Return of the Vehicle:

The client will return the car on the date, time, and at the agreed agency. In case of a change, the client will notify the renter and request approval before making the change. Also, the car will be returned in the same condition as it was rented. Otherwise, the renter will charge the client for auto-risk as agreed in the rental contract. The car must be returned to the rental company at the same time it was picked up. A surcharge will apply for each additional hour up to 4 hours, after which the price of an additional rental day will be charged.

Insurance Coverage

Payment of the liability waiver coverage is mandatory for users. Payment of this coverage exempts the user from payment for the following concepts:

Vehicle damage.
Loss of the vehicle.
Fire.
Total theft (if the client retains the vehicle key)
Partial theft (excluding tires and rims (including the spare), wiper blades and arms, side turn signal lights, lifting equipment and accessories, antennas, and audio system).
Collision or rollover.
Accidents.
Natural disasters.
Damage to third-party property or injuries to third parties caused while driving a vehicle on public roads.

In all the described cases, the user must immediately notify the competent authorities of the incident.

Similarly, they must present the document issued by the National Revolutionary Police, certifying the complaint, in case of loss or theft, or a report from the National Revolutionary Police of the incident location or the renter's inspectors in case of an accident, to the Agency or Sales Office of the renter before or at the time of the rental contract settlement.

Through this documentation, the renter will determine if the user is exempt from payment for the damages caused, according to the liability waiver coverage paid.

If through the above documents, it is determined that the user has not fulfilled the obligations that exempt them from payment for the damages caused, they are obliged to pay in MLC/Visa/Mastercard/American Express the amount corresponding to the total damages according to the current price list of the renter (See at the end).

The coverage protects the renter during the rental contract term and in case of an accident up to twelve (12) hours after its expiration.

The coverage offered by the renter does not apply in cases where any of the following aspects occur:

Theft of tires and rims (including the spare), wiper blades and arms, side turn signal lights, lifting equipment and accessories, antennas, and audio system.
Partial theft, accident, or fire due to negligent behavior by the user when proven by the competent authorities that they were driving under the influence of alcohol or drugs, or when the vehicle was used in illegal activities.
Total theft if the client does not retain the vehicle key.

If any of the above aspects occur, the renter will be considered responsible for all damages caused to the vehicle and third parties, being responsible for paying the total damages caused.

Penalties for Contractual Breaches (Current Price List):

Returning a dirty vehicle: 100.00 EUR
Vehicle understood to be extremely dirty inside or outside (with abundant asphalt incrustations, foreign substances, indelible stains, unpleasant odors, etc.), preventing its quick preparation and reallocation as an available rental vehicle.
Transporting animals: 50.00 EUR
Transporting domestic or other animals in the vehicle.
Deterioration of the seat cover or upholstery: 100.00 EUR
The penalty amount equals the tear, burns, stains, or dirt of the seat cover or upholstery.
Loss of floor mats and trunk mat: penalized according to the damage list.
Unauthorized driver: the client loses the total amount paid, including unused days and the deposit at the start of the rental. In case of additional damage to the vehicle, the total amount of the damage caused is charged, and the contract holder is declared as Not Welcome.
Vehicle return by the additional driver and not by the contract holder: 50.00 EUR
The penalty amount equals the vehicle return by the additional driver and not by the contract holder.
Abandonment of the vehicle or returned by someone other than the contract holder: 200.00 EUR.
If the vehicle is abandoned by the client or driven or returned by an unregistered person at the start of the rental, a unique penalty of 200.00 EUR will be charged to the client; additionally, the amount of the pending days to be used, plus the additional liability waiver surcharge if the client applies by age. Regardless, the contract holder and the remaining drivers are declared as Not Welcome.
Loss or deterioration of the contract or attached documents: 50.00 EUR.
The penalty amount equals the loss or deterioration of the documents, preventing the visualization of one or all copies of the contract.
Damage caused by accidents, breakages, or loss of accessories.
The damage amount caused is charged according to the damage list if a policy exclusion cause has occurred. The liability waiver does not cover damages from the theft or loss of the audio equipment or any or the complete set of vehicle tires, which must be paid by the client at the price established in the damage list, whether or not they are responsible for the damage.
Placement of stickers or accessories on the vehicle without the renter's authorization: 200.00 EUR.
Placing accessories not provided and affecting the vehicle's image established by the owning entity. This includes tinting (wrapping) the windows or using polarized film.
Excess passengers: 100.00 EUR.
Exceeding the stipulated number of people for each vehicle type.
Towing another vehicle: 100.00 EUR.
Using the rented vehicle to tow any other vehicle.
Returning the vehicle after the agreed date without a scheduled reservation: 100.00 EUR.
If the client decides on their own to return the car after the agreed date and has not gone to a Sales Office to update the contract extension, a penalty of 100.00 EUR per day will be charged, plus the daily value of the extra day, plus the additional liability waiver surcharge if the client applies by age.
*Past 5 hours and one minute to 24 hours is considered an extra day.
Not renewing the individual contract on the agreed date: 100.00 EUR
If the client decides on their own not to renew the individual rental contract on the agreed date at a Sales Office, a penalty of 100.00 EUR per day will be charged.
*Past 5 hours and one minute to 24 hours is considered a day.
*Renewal is always considered if there is a scheduled reservation following the initial contract.
Returning the vehicle past the agreed date in the Linear Rental.
The client will pay the penalty of extra days passed by Public Tariff, depending on the season.
Returning the vehicle at a different Sales Office from where the liquidation was agreed.
If the vehicle liquidation does not coincide with the agreed place reflected in the contract, the client will pay 50% above the Drop-off.
Maintenance violation: 100.00 EUR.
Driving the vehicle past the maintenance mileage reflected in the rental contract.
Using the vehicle for illegal activities: 150.00 EUR
The client loses the total amount paid, including unused days, the deposit at the start of the rental, and a penalty of 150.00 EUR, with the vehicle being definitively withdrawn. If damage or harm occurs to the vehicle, they also lose the right to the liability waiver and must pay for the damages according to the damage list. Illegal activities include those potentially constitutive of crime or infraction under Cuban law. Additionally, the client is declared as Not Welcome.
Loss or deterioration of the vehicle key. According to the damage list.
Loss of license plates or change without filing a complaint: 50.00 EUR
Losing or changing each vehicle license plate and presenting at the sales office without presenting the complaint receipt before the PNR.
Using the vehicle in circuits, races, competitions, or similar contests: 150.00 EUR.
Since it is a policy exclusion, the client loses the total amount paid, including unused days, the deposit at the start of the rental, and a penalty of 150.00 EUR, with the vehicle being definitively withdrawn. If damage or harm occurs to the vehicle, they also lose the right to the liability waiver and must pay for the damages according to the damage list. The contract holders are also declared as Not Welcome.
Refueling the vehicle with unauthorized or established fuel by the owning entity or contaminated fuel.
Since it is a policy exclusion, the client loses the total amount paid, including unused days, and the deposit at the start of the rental, with the vehicle being definitively withdrawn. If damage or harm occurs to the vehicle, they also lose the right to the liability waiver and must pay for the damages according to the damage list.
Driving the vehicle aggressively or irresponsibly, mistreating it: 200.00 EUR.
Driving the vehicle without taking all reasonable precautions to avoid or minimize accidents, damage, or loss. Driving recklessly or mistreating the vehicle. Such as driving at high speeds, with obvious inattention to driving, under the influence of alcohol, or subjecting it to excessive driving or exploitation. Such as driving on dunes, swampy, flooded, impassable roads, etc. If as a result of any of the exposed situations, damage occurs to the vehicle that could be considered a policy exclusion, the penalty will not be applied, but the client loses the total amount paid, including unused days and the deposit at the start of the rental, with the vehicle being definitively withdrawn. They also lose the right to the liability waiver and must pay for the damages according to the damage list, and the client is declared as Not Welcome.
Changing any part or addition of the vehicle or propping up the shock absorbers.
The client loses the total amount paid, including unused days and the deposit at the start of the rental. Additionally, the damage caused to the vehicle is charged according to the damage list, and the client is included in the Not Welcome list.
Opening the car sunroof: 50.00 EUR.
If the client opens the sunroof, a penalty of 50.00 will be applied; if additionally, it is damaged, the damage caused is also charged according to the damage list.

General Conditions of the Combined Travel Contract

Hiring the Combined Travel

Pre-contractual Information

Before the traveler is bound by any combined travel contract or corresponding offer, the organizing agency or, where appropriate, the retail agency, will provide the traveler with the standardized information form for combined travel contracts, as well as the rest of the characteristics and information of the trip in accordance with current legislation.

People with reduced mobility who wish to receive accurate information on the suitability of the trip according to their special needs, to assess the possibility and feasibility of hiring the trip according to its characteristics, must inform the organizing agency or, where appropriate, the retail agency, so that information can be provided for this purpose.

According to Regulation CE 1107/2006, a person with reduced mobility is understood to be any person whose mobility to participate in the trip is reduced for reasons of physical disability (sensory or locomotor, permanent or temporary), intellectual disability or deficiency, or any other cause of disability, or due to age, and whose situation requires adequate attention and adaptation to their particular needs of the service made available to the rest of the trip participants.

The pre-contractual information provided to the traveler in accordance with points a), c), d), e), and g) of Article 153.1 of Royal Legislative Decree 1/2007 will form an integral part of the combined travel contract and will not be modified unless the travel agency and the traveler expressly agree. The organizing agency and, where appropriate, the retail agency, before the combined travel contract is concluded, will clearly, comprehensibly, and prominently communicate to the traveler all changes to the pre-contractual information.

Information on Applicable Passport, Visa, and Vaccination Provisions

The agency has a duty to inform about the necessary health formalities for the trip and stay, as well as the conditions applicable to travelers regarding passports and visas, including the approximate time for obtaining visas, and will be responsible for the accuracy of the information provided.

The traveler must obtain the necessary documentation for the trip, including passports and visas and those related to health formalities. All damages that may result from the lack of such documentation will be at their expense, and in particular, the expenses produced by the interruption of the trip and their eventual repatriation.

If the agency accepts the traveler's request to process the necessary visas for any of the destinations on the itinerary, it may charge the cost of the visa as well as the management fees for the procedures it must carry out before the corresponding diplomatic or consular representation. In this case, the agency will be responsible for the damages that are attributable to it.

Reservation Request

The traveler who wishes to hire a combined travel submits a "reservation request." Following this request, the retail agency or, where appropriate, the organizing agency, commits to making the appropriate arrangements to obtain the reservation confirmation.

If the traveler requests the preparation of a customized combined travel proposal, the agency may require the payment of an amount for the project preparation. If the traveler accepts the combined travel offer prepared by the agency, the amount delivered will be applied to the trip price.

If the agency has agreed to manage the reservation, it will be responsible for any technical errors occurring in the reservation system that are attributable to it and for errors made during the reservation process.

The agency will not be responsible for reservation errors attributable to the traveler or caused by unavoidable and extraordinary circumstances.

Reservation Confirmation

The perfection of the combined travel contract occurs with the reservation confirmation. From that moment, the combined travel contract is binding on both parties.

Payment Schedule

At the time of reservation confirmation, the agency may require an advance payment that will not exceed 25% of the combined travel price, unless otherwise agreed in the combined travel contract.

The total price of the combined travel must be paid as agreed in the contract and before the departure date. The agency may terminate the contract and apply the rules provided for withdrawal before departure if the traveler does not pay the travel price under the specified conditions.

The traveler will receive the necessary titles, vouchers, and tickets for the services included in the contract upon full payment of the price, at the place where the contract was concluded unless otherwise agreed.

Traveler's Right to Withdraw

The traveler may withdraw from the contract at any time before the start of the trip.

When the traveler exercises their right to withdraw, they must pay the agency an appropriate and justifiable penalty. The combined travel contract may specify a reasonable standard penalty calculated based on the anticipation of the withdrawal concerning the start of the combined travel and the cost savings and expected revenues from the alternative use of travel services.

In the absence of a standard penalty, the withdrawal penalty amount will be as follows:

5% refund of the travel price if the withdrawal occurs more than 10 and less than 15 days before the travel start date.
15% refund of the travel price if the withdrawal occurs between 3 and 10 days before the travel start date.
No refund if the withdrawal occurs within 48 hours before departure.

However, if unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity that significantly affect the execution of the trip or the transportation of passengers to the destination, the traveler will have the right to terminate the contract before the trip starts without paying any penalty. In that case, the traveler will have the right to a full refund of any payment made, but not to additional compensation.

The withdrawal will take effect from the moment the traveler's intention to withdraw is known to the agency.

If the combined travel is subject to special economic conditions of contracting, such as aircraft charters, ships, special or economic fares, the traveler must pay the cancellation fees for withdrawal established for that purpose in the combined travel contract.

Reservation Transfer

The traveler may transfer their reservation for the combined travel to a person who meets all the conditions required by the contract to carry it out.

The transfer must be communicated to the agency at least 7 calendar days before the trip starts.

The transferor and the transferee will be jointly and severally liable to the agency for paying the balance of the price, as well as any commission, surcharge, and other additional costs arising from the transfer.

In any case, the agency will inform the transferor of the actual transfer costs. These costs must be reasonable and, in any case, must not exceed the costs incurred by the agency as a result of the reservation transfer.

Contract Modification

Before the trip starts

The agency cannot unilaterally modify the contract clauses before the trip starts, unless the change is insignificant, and the agency has communicated it to the traveler clearly, comprehensively, and prominently on a durable medium.

If the agency is forced to significantly modify any of the main characteristics of the travel services or cannot meet the traveler's special needs expressly accepted by the agency before the trip starts, it must inform the traveler without undue delay on a durable medium.

In such a case, the traveler may accept the proposed change or terminate the contract without paying any penalty. If the traveler opts to terminate the contract, they may accept a substitute combined travel of equivalent or superior quality if the agency can offer it.

If the offered combined travel is of inferior quality, the agency must apply an appropriate discount to the traveler. In any case, the traveler may demand a full refund of any payment made.

The traveler must communicate their decision to the agency as soon as possible and, in any case, within 3 calendar days following the notification of the significant modification of the travel characteristics. If the traveler does not notify their decision within 3 calendar days, it will be understood that they opt for the contract termination without penalty.

If the traveler opts to terminate the contract, they will be entitled to a full refund of any payment made within a maximum of 14 calendar days from the contract termination date.

After the trip starts

When, after the trip starts, the agency does not provide or cannot provide a significant part of the services provided in the contract, it will adopt appropriate solutions for the continuation of the organized trip, without any additional cost to the traveler, and, where appropriate, it will pay the traveler the amount of the difference between the planned and provided services.

If the traveler continues the trip with the solutions given by the agency, it will be considered that they tacitly accept these proposals.

If the solutions proposed by the agency are unfeasible or the traveler does not accept them for valid reasons, the agency will provide the traveler, without any additional cost, with an equivalent means of transport to that used on the trip to return to the departure point or any other agreed place, without prejudice to the compensation that applies.

In case of a claim, the retail agency or, where appropriate, the organizing agency, must act diligently to find appropriate solutions.

Agency Contract Termination before the Trip Starts

The agency may terminate the contract and refund the traveler the total payments made, but it will not be responsible for any additional compensation if the agency is unable to execute the contract due to unavoidable and extraordinary circumstances and the termination is communicated to the traveler without undue delay before the combined trip starts.

The agency may terminate the contract and refund the traveler the total payments made, but it will not be responsible for any additional compensation if the minimum number of people required to carry out the trip is not met and the agency has informed the traveler of the cancellation within the deadline set in the contract.

In this case, the agency will notify the traveler of the cancellation within the following timeframe:

20 days before the combined trip starts for trips longer than 6 days.
7 days before the combined trip starts for trips between 2 and 6 days.
48 hours before the combined trip starts for trips less than 2 days.

Execution Guarantee

The organizing agency and the retail agency will be jointly and severally liable to the traveler for the proper performance of the travel services included in the combined travel contract, regardless of whether these services are to be provided by the travel agents themselves or other service providers, without prejudice to the right of both agencies to act against such service providers.

The organizing agency and the retail agency will be liable to the traveler for the damages suffered by the traveler as a result of non-compliance, unless:

The non-compliance is attributable to the traveler.
The non-compliance is attributable to a third party unrelated to the provision of the travel services included in the contract and is unforeseeable or unavoidable.
The non-compliance is due to unavoidable and extraordinary circumstances.

In the cases of exclusion of liability for any of the circumstances provided in the previous paragraph, the organizing agency and the retail agency that are parties to the combined travel contract will be obliged to provide the necessary assistance to the traveler in difficulty.

If the traveler appreciates on-site the non-performance or poor performance of any service included in the contract, they must communicate it without delay to the organizing or retail agency, and, where appropriate, to the service provider concerned, so that the agency can act diligently.

To determine if the non-compliance is attributable to the organizing or retail agency that are parties to the combined travel contract, the nature of the contracted travel services and the rest of the concurrent circumstances, especially the expectations created for the traveler by the agency's advertising, will be considered.

In case the organizing or retail agency cannot offer a significant part of the travel services, they will provide appropriate alternative solutions without additional cost to the traveler, and, if applicable, will compensate the traveler for the difference between the planned and provided services.

The traveler may reject the proposed alternative solutions only if they are not comparable to what was agreed in the combined travel contract or if the granted compensation is inadequate.

Compensation Limits for Damages

Compensation for damages resulting from non-performance or poor performance of the services included in the combined travel will be limited as provided in the laws and international agreements that regulate such services.

In no case will the agency be responsible for accommodation, meals, transportation, and other expenses incurred due to force majeure.

When the trip is made in coaches owned or rented by the organizing agency, in case of an accident, regardless of the country where it occurs, the traveler must file a claim against the carrier to safeguard, if applicable, the insurance compensation, being assisted and advised free of charge by the organizing agency in their efforts.

When the transportation is carried out in vehicles of so-called regular lines, whether national or international, whose tickets have been delivered by the agency within the combined travel contract, the traveler must file a claim with the carrier to safeguard, if applicable, the insurance compensation of the latter.

Duty of Assistance

The organizing agency and the retail agency must provide appropriate and prompt assistance to the traveler in difficulty, especially in cases of unavoidable and extraordinary circumstances, particularly by:

Providing appropriate information on health services, local authorities, and consular assistance.
Assisting the traveler in making long-distance communications and helping to find alternative travel arrangements.

The organizing agency and the retail agency may charge a reasonable fee for such assistance if the difficulty was caused deliberately or by the traveler's negligence. This fee cannot, in any case, exceed the actual costs incurred by the agency.

Traveler's Obligation to Report Any Non-compliance in the Execution of the Contract

The traveler must inform the organizing or retail agency and, where appropriate, the service provider concerned, without delay, of any non-compliance observed during the execution of a travel service included in the contract.

Time Limit for Claims

The action to claim for non-compliance expires in two years.

Dispute Resolution

The contracting parties expressly agree to submit to the courts of the city where the combined travel contract was signed to resolve their disputes judicially, waiving any other jurisdiction.

If the consumer considers that there has been a breach in the contracting or provision of combined travel services, they may file their complaint with the organizing or retail agency. In this regard, it is informed that for dispute resolution, the organizing or retail agency is affiliated with the Consumer Arbitration System or analogous systems existing in the Autonomous Communities.

Luggage

For all purposes and concerning land transportation, it will be understood that the traveler's luggage and personal belongings are kept with them, regardless of where they are placed in the vehicle, and they are transported at the traveler's risk.

Travelers are advised to be present during all luggage loading and unloading operations.

Regarding air, rail, maritime, or river transportation of luggage, the general luggage transportation conditions of the carrier companies will apply, with the passenger ticket being the only binding contract between the said companies and the passenger. In case of damage or loss, the traveler must file the appropriate claim with the carrier immediately.

Optional Insurance

The agency will inform the traveler of the possibility of purchasing optional insurance that covers cancellation expenses and/or assistance insurance that covers repatriation expenses in case of accident, illness, or death; and information regarding the coverage included in the insurance purchased by the traveler.

Traveler's Obligation to Report Any Non-compliance in the Execution of the Contract

The traveler is obliged to report any non-compliance in the execution of the contract, preferably "on-site" or, otherwise, as soon as possible, in writing or in any other form that provides evidence, to the organizing or retail agency and, where appropriate, to the service provider concerned.

Applicable Law

This combined travel contract is subject to the provisions of Royal Legislative Decree 1/2007 of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, and to Law 7/1998 of April 13, on general contracting conditions.

Validity

These general conditions will be valid until modified.