Terms and Conditions

1. Definitions and Scope

These Terms and Conditions ("Terms") set out the rules for all reservations made via the website aureltransfers.com ("Website"), which is owned and managed by AUREL TOURS & EVENTS SL, tax ID (NIF) B26662916, registered at Calle Vistalegre 14, Planta 4, Puerta 1, 08014 Barcelona, Spain ("we", "our", "us"). By placing a booking or using our services, you acknowledge and accept these Terms.

For the purposes of these Terms:

2. Booking and Reservation Process

2.1 Eligibility

To make a reservation, the Client must:

• Be at least 18 years old.
• Provide accurate and complete personal details.
• Have the legal authority to enter into a binding agreement.

We reserve the right to cancel any booking that does not meet these requirements.

2.2 How to Book

Bookings can be made through our secure online system on the Website. The Client must:

• Choose the service type, vehicle category, pickup/drop-off points, date, and time.
• Provide correct passenger details and note any special requirements (e.g., child seats, mobility assistance).
• Review the fare estimate and confirm the booking by making payment.

Reservations made via third-party platforms (e.g., travel agencies, partner sites) are also subject to these Terms.

2.3 Confirmation of Booking

A booking becomes binding only when we send the Booking Confirmation email after receiving payment. This confirmation will include trip details, payment summary, and contact information. If we cannot provide the requested service, we will inform you promptly and issue a full refund via your original payment method.

2.4 Airport & Pickup Policy

• Airports - 60 minutes of free waiting from actual flight arrival, tracked in real time.
• Cruise Ports / Sants Station - 30 minutes free waiting.
• Hotels / Private Addresses - 15 minutes free waiting.

Clients must ensure their contact details are reachable on the day of travel. If the passenger does not appear within the waiting period and no contact is made, the booking will be treated as a no-show and no refund will be given.

3. Payment Terms

3.1 Pricing and Fare Estimates

All prices are in Euros (€) and include applicable taxes unless stated otherwise. The fare shown during booking is based on the details provided and may change if the route, waiting time, stops, or service level changes.

3.2 Accepted Payment Methods

We accept:

• Major credit/debit cards (Visa, MasterCard, American Express)
• Stripe secure payment gateway
• Bank transfers (for corporate or group bookings)
• Bizum or PayPal (by prior arrangement)

3.3 Payment Requirements

Full payment is required to confirm a booking unless otherwise agreed in writing.

3.4 Security of Transactions

All payments are processed via encrypted connections through secure third-party providers. We do not store card details. Payment handling complies with PCI-DSS standards.

3.5 Invoices

A payment receipt or invoice will be emailed automatically after booking confirmation. Businesses may request a VAT invoice by contacting us after booking.

3.6 Additional Services & Extras

Any service beyond what was reserved is treated as an extra — for example, waiting time exceeding the complimentary allowance, luggage above the reserved capacity, additional stops, or a last-minute change to the route. Extras are agreed with you in advance and settled discreetly and directly with your chauffeur before the journey begins.

4. Changes and Cancellations

4.1 Free Changes & Cancellations (24 hours or more)

Up to 24 hours or more before the scheduled pickup, you may amend or cancel your booking free of charge. A cancellation made within this window is refunded in full to your original payment method. Requests should be sent in writing (email or WhatsApp) and take effect once confirmed by us.

4.2 Changes & Cancellations Close to Pickup

Once inside the 24-hour window, your chauffeur is reserved exclusively for you. A change may therefore carry a fee, and a cancellation may be subject to a retention. The minimum notice we are able to accept for a change or cancellation is:

• 3 hours before pickup on ordinary days.
• 8 hours before pickup on weekends, public holidays and their eves, when demand is highest.

Within these windows we accommodate requests whenever we are still able to reallocate the chauffeur, and we confirm every change in writing.

4.3 Last-Minute Requests

Below the minimum notice above — or once the journey has begun — the booking can no longer be changed, cancelled or refunded, as your chauffeur is already committed exclusively to your service.

4.4 No-Show

If the passenger does not appear at the agreed meeting point within the complimentary waiting time and cannot be reached, the booking is treated as a no-show and is not refundable.

4.5 Flight Delays & Cancellations

A delayed or cancelled flight is the responsibility of the airline, not of AurelTransfers. We follow your flight in real time and, where a delay or schedule change affects your transfer, we reschedule the pickup subject to chauffeur availability. At the airport we wait up to 60 minutesfree of charge from the actual landing time.

4.6 Force Majeure

If service is disrupted by events beyond our control (e.g., severe weather, strikes, civil unrest), we will attempt to reschedule or provide a full refund.

4.7 Refund Processing

Refunds will be made via the original payment method within 7-10 business days. Any payment provider fees may be deducted unless the cancellation was our fault.

5. Service Standards

5.1 Driver Conduct

All drivers are licensed, insured, and trained professionals. They are expected to provide safe, courteous, and punctual service, including reasonable luggage assistance. Any concerns about driver conduct should be reported immediately.

5.2 Vehicle Quality

Vehicles are allocated according to the booked category and are kept clean, climate-controlled, and roadworthy. Exact makes/models may vary. We may upgrade your vehicle category at no extra cost if necessary.

5.3 Waiting Time

• Airports - 60 minutes free from actual landing time, tracked in real time.
• Cruise ports / Sants station - 30 minutes free.
• Hotels and other addresses - 15 minutes free from scheduled pickup time.

Waiting beyond these complimentary allowances is treated as an extra and settled directly with your chauffeur.

5.4 Delays & No-Shows

If delayed, inform us or your driver as soon as possible. Failure to appear without notice will be treated as a no-show and charged in full.

5.5 Luggage

Each passenger may bring one standard suitcase and one carry-on. Bulky items (e.g., skis, wheelchairs, strollers) must be declared in advance. We are not responsible for luggage damage unless caused by our negligence.

5.6 Pets

Pets are allowed only in private transfers and must be in suitable carriers. A cleaning fee may apply if extra cleaning is required.

6. Child Safety & Accessibility

6.1 Child Restraints

In line with Spanish and EU regulations, children under 135 cm or 12 years must use an appropriate child seat. We can provide:

• Infant seats (0-13 kg)
• Child seats (9-18 kg)
• Booster seats (15-36 kg)

Seats must be requested at booking to ensure availability.

6.2 Installation Responsibility

Drivers may assist with installation, but parents/guardians are responsible for ensuring correct fitting. If a suitable seat is unavailable and travel proceeds without it, the passenger accepts full responsibility.

6.3 Accessibility

We offer vehicles suitable for foldable wheelchairs and mobility aids. Fully wheelchair-accessible vehicles must be requested in advance and are subject to availability. Please inform us during booking if assistance is required for boarding or exiting the vehicle.

7. Luggage Policy

7.1 Standard Allowance

Each passenger is entitled to bring one medium-sized suitcase (up to 23 kg) and one small personal item (such as a handbag or backpack) per booking. If you need extra luggage space, please inform us during the booking process so we can assign a suitable vehicle.

7.2 Oversized or Additional Items

We can transport larger items—such as skis, golf clubs, strollers, or wheelchairs—if notified in advance. If extra or oversized luggage is not declared beforehand, this may result in:

• Upgrading to a larger vehicle (subject to availability)
• Additional handling or capacity charges
• In rare cases, cancellation without refund if the items cannot be safely accommodated

7.3 Items Not Permitted

For safety and legal reasons, the following are strictly prohibited in both checked and carry-on luggage:

• Hazardous substances (e.g., explosives, flammable liquids)
• Illegal goods or contraband
• Weapons or firearms
• Items likely to damage the vehicle or inconvenience other passengers (e.g., uncovered food, strong odors)

7.4 Passenger Responsibility

You are responsible for your belongings at all times. We are not liable for:

• Loss or theft of personal items during the journey
• Damage to fragile, perishable, or poorly packed goods

We recommend arranging travel insurance that covers loss, theft, or damage to personal property.

8. Insurance and Liability

8.1 Travel Insurance

We strongly advise passengers to arrange suitable travel insurance before their trip. This should cover unexpected events such as cancellations, delays, accidents, medical issues, or loss/damage to luggage. We are not responsible for costs arising from circumstances beyond our control.

8.2 Limitation of Liability

We are not liable for indirect or consequential losses, including missed flights or lost income. Our maximum liability is limited to the amount paid for the booked service. We are not responsible for delays caused by traffic, weather, force majeure events, or third-party actions.

8.3 Force Majeure

We accept no liability for disruptions caused by events outside our control, including natural disasters, strikes, pandemics, war, government restrictions, or major traffic incidents. In such cases, we will make reasonable efforts to reschedule or refund the booking.

9. Intellectual Property and Website Use

9.1 Website Content

All materials on our website—including text, images, logos, icons, and videos—are owned by us or our content providers. You may not copy, distribute, modify, or publish any content without prior written consent. For permission requests, contact [email protected].

9.2 Trademarks

Our name, logo, and associated branding are protected trademarks. Unauthorized use may result in legal action. Brand usage guidelines are available upon request.

9.3 Acceptable Use

You agree not to misuse our website, including attempting unauthorized access, uploading harmful code, or engaging in unlawful or fraudulent activity.

9.4 Third-Party Assets

Some website elements (e.g., icons, fonts, scripts, images) are licensed from third parties and remain the property of their respective owners. These are used in accordance with their licensing terms.

10. Privacy and Data Protection

10.1 Compliance

We comply with the General Data Protection Regulation (GDPR) and other applicable privacy laws. Personal data is collected, stored, and processed only to deliver our services, improve user experience, and meet legal obligations.

10.2 Data Handling

We may collect your name, contact details, travel information, and payment data. This information is shared only with service providers directly involved in fulfilling your booking (e.g., drivers, payment processors). We never sell or trade your personal data.

10.3 Your Rights

Under GDPR, you have the right to:

• Access the data we hold about you
• Request corrections to inaccurate or incomplete data
• Request deletion of your data ("right to be forgotten")
• Withdraw consent for data processing

To exercise these rights, contact [email protected]. See our Privacy Policy for more details.

10.4 Cookies

Our site uses cookies and similar tools to improve functionality, personalize services, and analyze traffic. In line with GDPR and the EU Digital Markets Act, we use a consent management tool (CookieYes) that allows you to:

• Choose which cookies to allow (e.g., essential, analytics, marketing)
• Change or withdraw consent at any time

Full details are available in our Cookie Policy.

11. Governing Law and Jurisdiction

These Terms are governed by Spanish law. Any disputes will be handled exclusively by the courts of Barcelona, Spain. By using our services, you agree to this jurisdiction.

12. Contact Details

For questions, concerns, or requests regarding these Terms, our services, or your personal data, please contact us. Our customer service team aims to respond within 24 business hours.

13. Changes to Terms

We may update these Terms at any time without prior notice. Changes take effect immediately upon publication unless otherwise stated. It is your responsibility to review the Terms periodically. Continued use of our services after updates indicates acceptance of the revised Terms.