Terms and conditions
1.GENERAL
1.1 BOOKINADVANCE is a limited company registered in Spain trading as ®MISTERTRANSFERS.COM with VAT number B01619477 whose registered office is at Gremi Fusters, 33 oficina 101 PC 07009 Palma de Mallorca (Spain) (referred to in the agreement as ‘Mistertransfer us we or our’) and will act as an agent for the Service Provider (“Supplier”) for the provision of ground transportation services (“The Services”) to Customers (“you”) in the markets where we operate. The main activity of the Supplier is the provision of ground transportation Services holding all necessary permits for the development of the activity The Supplier complies with all relevant laws, licenses and documents to provide the Services in the Territory where the Supplier operates.
1.2 Mistertransfer is a booking platform for customers and acts as the disclosed agent of the Supplier. You enter into a contractual relationship with the Supplier when the booking is confirmed and you receive the booking confirmation and your booking voucher.
1.3 By booking a Service using our website or through us using other channels you confirm that you have read, understand and accept these terms and conditions in full and have the legal capacity to enter into this contract with the Supplier. The contract for the provision of ground transportation Services is between you and the Supplier and we do not have any liability arising from this contract. In the case the booking is made by an agency, acting on your behalf, in this case the agency is considering to be acting as an agent of all passengers
1.4 The adequate compliance of the contract for the provision of the Service is the liability of the Supplier with whom you enter into a binding contract at the moment you receive the booking confirmation.
1.5 We are not a transport company and we do not own any taxi vehicle, VTC, coach...etc and we act only as an agent of the Supplier.
1.6 Mistertransfer does not represent you or the Supplier and as the Supplier's agent we cannot offer any guarantee of the quality of the services provided by the Supplier.
1.7 We have no employment relationship with the Supplier or its drivers.
2.BOOKING PROCEDURE
2.1 By Booking a Transport Services with the Supplier either in our website by telephone or in other channels you accept these General Terms and Conditions in full. To make a booking you must ensure you follow the indicated booking process set out in our website and the passenger (“Lead Passenger”) in charge of making the booking shall ensure the payment is processed in full. Payment of the booking is not considered as the booking confirmation.If the payment of the reservation is not made in full at the time of the reservation, the reservation will be automatically canceled and we will notify the Supplier accordingly. Payment of the reservation is not considered as confirmation of the booking confirmation and the Supplier may reject the Service due to lack of availability, in which case the full amount of the reservation will be refunded.
2.2 The “Lead Passenger” must be at least 18 years of age and is considered to have booked the service on behalf of all passengers who accept also these General Terms and Conditions in full. Minors are not allowed to book any Transport Service from us and must travel with an adult at least 18 years of age.
2.3 All bookings must be ordered at least 24 hours in advance of the day of your departure. It is your responsibility to ensure that all information provided to the Supplier during the booking process is accurate and real, specifically;
Total number of passengers (including all infants and childs)
Lead passenger
Valid phone number of the lead passenger
Valid email address
Pick up date and time
Pick up point
Destination address
One Flight, train or boat number per booking
We will not have any liability if any of the above details are not correct and complete and the Supplier may not provide the Service. The Supplier cannot guarantee the provision of the Service if the information provided is not correct or incomplete. You are responsible to check if all the information you have provided before your departure is correct, if you detect any error in the information provided at the time of booking, you must contact us 48 hours before your first Service. We only allow only one flight number per booking as drivers monitor just one flight per booking.
The total number of passengers, including childrens and babies must match with the capacity of the booked vehicle. We and the Supplier will not have any liability arising from not providing the right information during the booking process, if there is any change on the final price arised from not providing the right booking details then you will have to pay this extra cost. You must contact us immediately if you detect any failure on the booking details provided. If there is any failure on the booking details and you do not pay the difference neither us nor the Supplier will not have any liability and the Service will not be provided.
You will receive by email the booking voucher once your booking is confirmed and your service is allocated by the Supplier. You must print your booking voucher and present it to the supplier before the Service starts, if you fail to provide your booking voucher to the Supplier the Supplier may decline the provision of the Service and we will not have any liability for providing another service.
2.4 On behalf of the Supplier we have the right to refuse any booking request ordered by you in our website by telephone or using other channels.
2.5 Booking details will be sent to the Supplier once the booking is confirmed and paid in full. In case you booked the Service through an agency we will not have any liability if the booking is not paid in full before your departure and the Service will not be provided by the Supplier.
2.6 Mistertransfer will not have liability for possible cases of overselling by the Supplier, in case of overselling of Services, your reservation will be canceled and the total amount of your reservation will be fully refunded.
2.7 We advise you to plan your return Service to the airport, train station or port at least 2 hours and a half in advance, plus journey time, so that you do not have any problems on your return.
2.8 It is forbidden to make fake bookings or bookings with false data. Mistertransfer reserves the right to charge a fee for administration expenses of €300 in case we detect fake bookings.
2.9 In the event of an error during the reservation process, whether due to the connectivity or an error caused by the Supplier, Mistertansfer does not guarantee the same price, availability and type of vehicle as the one initially booked. Neither we nor the Supplier will be responsible for booking errors caused by you or due to extraordinary circumstances.
2.10 Mistertransfer offers the Supplier 's services and their availability in real time. If at the time you make the payment the availability of the service changes and the provider does not have any available vehicle, the reservation will be canceled and the full amount of your reservation will be refunded.
3 CHILD POLICY (CHILD SEATS & CHILD PRICING)
3.1 It is your liability to ensure you are aware of the destination laws regarding child seats when you are travelling with children. In some destinations as per example in European Union destinations local legislations states that children must use the correct child seat until they reach a certain height or they reach the age of 12 years.
It is your liability to inform the Supplier in advance if you are traveling with a child and you require a child seat. you can add your child seat to your booking during the booking process when available. There are vehicle types such as minibus, mini coach and coach where it is not possible to use child seats. Although the Supplier will do its best to not charge any amount for child seats Child seats may incur an extra cost in some destinations. You must contact the Supplier in case you are not sure of the local legislation of the destination regarding child seats policy. It is the lead passenger liability to ensure children are restrained correctly. We do not have any liability for incidents arising due to the retention system being not correctly restrained. In case the child seat is not available you will be refunded in full for the cost of the child seat.
You can bring your own child seat, in this case you must inform us in advance so we can check with the Supplier if the retention system is compatible with the vehicle provided by the Supplier.
3.2 All children and infants traveling must be notified by the lead passenger during the booking process and should count in the total number of passengers. The vehicle capacity must be enough to accommodate all passengers, regardless of their age. As an example four adults and one baby of two year of age will count as 5 passengers and you will need to book a vehicle with such capacity.
4 DISABLE VEHICLES
4.1 If you or any of the passengers traveling needs special requirements such us wheelchair or adaptable vehicles please contact us so we can advise you to book the correct vehicles that meet your special requirements. Although we are not specialists in such services we will do our best to arrange these special requirements through our Suppliers. It is your responsibility to ensure the booked vehicle meets these special requirements.
5. BAGGAGE ALLOWANCE
5.1 You are responsible for clearly labeling your baggage with the name of the owner and the destination address. Each passenger is entitled to carry two pieces of luggage, one medium size bag or suitcase with a maximum combined size of 120 cm and one piece of small luggage such as handbag, backpack or other smaller items.
If you bring any baggage exceeding the two pieces allowed then the Supplier has the right to not provide the Service and you will need to upgrade the vehicle type to a larger capacity.
We do not have any liability arising from damage or loss of your luggage, it is your liability.
6 EXTRAS AND SPECIAL REQUIREMENTS
6.1 You must ensure we are informed of any special requirement you may need, specifically you must inform us if you are bringing larger luggage or extra items such as, bikes, golf bag, winter sport equipment, wheelchair etc., so that we could advise you to book the right vehicle. Extras and larger luggage may incur an extra cost and must be paid in full before your departure. If you do not inform us of any extras or larger luggage that you bring then the Supplier may refuse to not provide the Service and you will need to upgrade the vehicle type. In this case you are liable to pay any extra cost arising from carrying extra luggage or other any extras.
6.2 We will do our best to ensure that child seats are always free, but there will be times when the supplier may charge a fee per child seat, in this case it must be paid during the reservation process.
7 CHANGES AND CANCELLATION BY YOU
7.1 Minor changes and amendments such as extras and changes in your pick up time are allowed prior 48 hours before your departure. Other changes such as different destination or vehicle types are not allowed, in this case you should cancel your booking and book a new Service in a new booking.
7.2 The lead passenger is allowed to one name change modification. In the event that the lead passenger wishes to make more than one name change , the booking will be canceled and the lead passenger should make a new reservation.
7.3 If you cancel your service 24 hours before the pick-up time of the first service of your reservation, you will be fully refunded. All cancellations must be made through the email support@mistertransfer.com. Your cancellation will only be confirmed once you receive your booking cancellation receipt.
7.4 If you cancel your service with less than 24 hours prior to the pick up time of the first service of your booking you will not be entitled to any refund. Customer no show would be considered as service canceled with less than 24 hours and you will not be entitled to any refund.
7.5 If you do not use the service for any reason and you do not cancel the booking you are not entitled to any refund.
7.6 We do not have any liability for issues caused by customer no show.
7.7 Cancellations and modifications are only allowed 48 hours before the transfer, if you wish we can send you the cancellation which may be used to claim the expense back against third party companies such us airlines and travel agencies.
8 CHANGES AND CANCELLATION BY US
8.1 Although we and the Supplier will do our best to provide you the vehicle booked there are certain occasions where the Supplier may provide the Service with a larger vehicle or different vehicles due to lack of availability.
8.2 The Supplier has the right to cancel any previously reserved service due to lack of availability, in which case the entire reservation will be refunded.
8.3 If the Suppliers needs to change any of the details provided during the booking process we will send you an email informing about the changes. If the changes incur an extra cost then we will offer you the option of paying the difference between what you have paid initially and the new quote or the option of canceling the reservation. In case of cancellation with less than 24 hours prior to the first service of the booking you will not be liable to a refund.
8.4 On certain rare occasions on behalf of the supplier we have the right to cancel a booking and you will be refunded in full.
9 TRANSPORT SERVICES
9.1 Although the Supplier will do its best to provide the Transport Service route described in your voucher there might be times where it will be not possible to provide the exact route. Information detailed in your voucher and in our website such as but not limited to a route, maps and illustrations are for pure informative purposes. We will not be liable for any error in routes, maps or illustrations.
9.2 The driver will wait for you at the meeting point at the scheduled time detailed in your voucher. If the driver is not in the meeting point you should call the Supplier on the number provided in your voucher, after 15 minutes of waiting you should contact our Customer Service to notify the Driver no Show, if we are unable to reach the driver you will be refunded in full and you will be able to book an alternative transport. If you fail to contact our customer service to notify the Dirver No Show you will not be entitled for any refund. In case you fail to meet your driver you should call the supplier on the phone detailed in your voucher. In case you can not reach your driver by phone then you should contact our customer service. If you do not contact us to notify that the driver is not at the pick-up location at the scheduled time, we and the Supplier will be deemed exempt from any liability to you and you will not be entitled to any refund.
9.3 Your driver will wait for you at the meeting point stated in your voucher a maximum of 60 minutes from your landing time at arrival destinations (airports, train stations, port) and a maximum of 15 minutes for departure destinations. If the driver is at the meeting point and you are not able to meet your driver during the mentioned waiting time the Service will not be provided, your booking will be canceled and you will not be entitled to any refund as the service will be a customer no show.
9.4 The supplier will pick up you (arrival destinations) and leave you ( drop off destinations) as close as possible to the address facilitated in the booking process. There are occasions where the vehicle will not be able to access certain locations as per local regulations. On these occasions we will agree a meeting point with you.
9.5 The supplier has your contact details and will contact you at the phone number provided by you during the booking process in case he cannot reach you. It is very important that you have that phone turned on once your flight is landed.
10 COMPLAINTS
If you have any complaint regarding the service provided you should contact us immediately to notify the complaint. Complaints are valid if you send them to us within 10 days from the service provided to support@mistertransfer.com. We will investigate the complaint and give you a full response within no more than 30 days from its receipt. You should provide in the complain our reference number, pax leader name and any original receipt if you took an alternative transport, if you do not provide any of this information you will not be entitled for any refund.The service is contractacted between you and the Supplier and Mistertransfer will not have any liability arising from the Service provided.
11 COMMUNICATION
You can contact us through the following means:
Email: support@mistertransfer.com
WhatsApp: +19804496969
12 LANGUAGE
English and Spanish are the communication languages used by our customer service agents.
13 FORCE MAJEURE
Mistertransfer and the Supplier will not be liable for any breach of the contractual agreement subscribed with the Supplier if it is caused by any circumstance that could not be prevented or avoided due to force majeure, including, among others: military actions, floods, strikes, earthquakes or any other natural disasters, epidemics, pandemics, terrorist attacks, and any other event that cannot be prevented or avoided by either Party.
14 LEGISLATION
These terms and conditions and future modifications will be governed by the laws of Spain.
15 EXCLUSION OF LIABILITY
Mistertransfer acts as agent of the Supplier and will not have any responsibility in any case for the Service provided by the Supplier. Mistertransfer will not be responsible in any case for the damages derived from the provision of the Service by the Supplier since Mistertransfer acts merely as an agent of the Supplier.
16 INSURANCE
We strongly recommend you to contract a travel insurance policy that covers you against cancellation costs by you, loss of luggage, as well as the costs of assistance at destination in the event of an accident or repatriation. If you decide not to travel with an adequate travel insurance policy that covers you and all passengers in the reservation for any damage or loss, we will not be liable for damages arising from any accident or loss.