General Conditions of Service

To request a service, the Customer must follow the request procedure established on our website. All requests must be made at least 24 hours in advance.

For services with less than 24 hours’ notice, you must call the contact telephone number indicated in condition 1.

By formalising the request, the Customer confirms that they have read, understood and accepted these general conditions, and furthermore confirms that they have the necessary legal capacity to accept these general conditions in their own name and/or on behalf of their companions. Consequently, the Customer shall be responsible for making the appropriate payments and for notifying us of any modification, cancellation, incident, complaint or claim.

All accepted service requests shall be formalised by sending a Travel Ticket to the email address provided to us by the Customer, once payment of the agreed service amount has been made.

The availability of extra services such as a baby seat, booster seats, additional stops, or the transport of golf equipment, bicycles, skis, pets, etc., must be consulted in advance.

The following details shall appear on the Travel Ticket: the indication of the carrier, the date of issue, the departure and arrival points, and the price. In the event that the Customer detects any error, they must immediately notify RESERVA TRANSFER, for its rectification, in accordance with the sections relating to modification and/or cancellation of contracts.

RESERVA TRANSFER declines all responsibility for errors or inconsistencies that the Customer may have made when filling in the form or for the failure to communicate complete and truthful information during the contracting process.

RESERVA TRANSFER does not guarantee any assessment of suitability regarding your service requests or the times chosen by the Customer.

No service request shall be attended to unless it is accompanied by the corresponding payment stating the reference number of the service request.

The information and data that you provide to us during the contracting process shall only be supplied to the extent necessary for the provision of the service.

The Customer authorises us to transmit their data, such as the traveller’s name, mobile telephone number, dates and times, to those involved in the performance of the service.

The Customer must print the Travel Ticket in duplicate and the proof of payment for the contracted service and must carry them during the journey in order to use them or present them whenever required.

Before starting the journey, one of the printed travel tickets must be signed and handed to the driver; if it is not handed over, the driver may refuse to perform the service, without the right to reimbursement of the price paid. If your journey is a return journey, you must hand one Travel Ticket to each of the drivers, and therefore you must have printed and travel with four duplicates of the ticket and hand one signed copy to each driver.

Any notification or communication that RESERVA TRANSFER sends to the email address provided to us shall be kept during the claim admission period, serving as proof of notification and confirmation of delivery.

 

PRICE

The prices of the services must be agreed in advance with RESERVA TRANSFER during the contracting process.

The price per service shall be established according to the type of service, the type of vehicle, the starting point and the destination point, the start date and time, among other concepts. These prices are fixed and guaranteed from the moment the Customer contracts the service, without being affected by any price changes upwards or downwards that we may have to introduce between the moment the Customer enters into the contract and the moment the service is completed.

The prices include the cost of providing the transport services, supplements, the indicated waiting times, the management of the contracts and the first modification, tolls if any, business profit and VAT at the current rate (currently 10%). Prices are set per vehicle, regardless of the number of travellers and the luggage, within the legally established limits for travellers and load.

 

TIPS

The amount of the services does not include any amount by way of tips: the Customer has no obligation whatsoever to pay them to the drivers and, if they do so, it shall be exclusively of their own free will.

 

METHODS OF PAYMENT

Payment shall be made by credit or debit card, Bizum, bank transfer, Paypal, cash or any other method of payment selected during the purchase process when the contracting process is carried out.

 

INVOICING

You can download the invoice from your profile in electronic format. If you have any query or wish to receive the invoice in paper as well as electronic format, you can also request it by contacting us through our contact form.

 

NOTIFICATIONS

All communications between RESERVA TRANSFER and the Customer must be made by email, through which travel tickets as well as any modification or alteration of the contract shall be sent. The email address of RESERVA TRANSFER is the one shown in condition 1. The Customer is obliged to provide an email address during the contracting process to which the relevant notifications can be sent, and must immediately notify any change in order for the contracted service to be provided. The Customer is also obliged to provide a mobile telephone number during the contracting process in order to use it only for urgent incident communications.

 

CONTRACT MODIFICATIONS

The Customer may make modifications to the contract up to 24 hours before the date and time set for the start of the service.

Any modification request must be sent in writing to our email address and our acceptance shall be notified to your email, at which time such modification shall become effective. If the modification of the contract also implies a modification of the price, the following procedure shall apply. If it implies an increase in the price, the Customer must pay the difference between the initial price and the new final price before our acceptance, in the manner established in these general conditions. If it implies a reduction in the initial price, the difference shall be refunded to the Customer, provided that the modification is requested before the limits established above.

RESERVA TRANSFER shall only accept one modification of the contract without penalty or additional charge for the Customer.

In order to make second and subsequent modifications, a management fee of ten euros (€10) must be paid, and such payment must be made at least 24 hours before the start of the service. Changes requested during the 24 hours prior to the scheduled start time of the service shall be subject to vehicle availability and payment of a management fee of ten euros (€10). Modifications requested by the Customer that cannot be accepted may lead to termination of the contract, in accordance with the condition relating to Cancellations.

 

CANCELLATIONS

Any request for cancellation of a contract must be sent in writing to our email address and shall incur the following cancellation charges: One hundred per cent (100%) of the total price of the service, when the cancellation takes place less than 24 hours before the start time of the service. Fifty per cent (50%) of the total price of the service, when the cancellation takes place between 24 and 48 hours before the start time of the service. Ten per cent (10%) of the total price of the service, when the cancellation takes place more than 48 hours before the start time of the service. Contracts for services of a special or bulky nature in terms of the number of vehicles to be used must be cancelled further in advance in order not to incur cancellation charges, under the specific terms agreed. If, for reasons beyond the carrier’s control, it is impossible to provide the service and it is obliged to cancel it, the Customer shall be refunded the full amount paid by means of the method of payment chosen thereafter.

 

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL This does not apply in this case. Given Royal Legislative Decree 1/2007, of 16 November. Article 103. Exceptions to the right of withdrawal. The right of withdrawal shall not apply to contracts referring to: a) The provision of services, once the service has been completely performed, and if the contract imposes on the consumer or user an obligation to pay, when performance has begun, with the prior express consent of the consumer or user and with their acknowledgement that, once the trader has fully performed the contract, they will have lost their right of withdrawal. The supply of accommodation services for purposes other than serving as housing, transport of goods, vehicle hire, food or services related to leisure activities, if the contracts provide for a specific date or period of performance.

 

DRIVER NO-SHOW

In the event that the assigned driver does not appear at the agreed place, date and time for the start of the service, the Customer must immediately contact the mitaxi.net customer service department using the telephone number provided in the booking confirmation.

mitaxi.net shall make all reasonable efforts to:

• locate the assigned driver, or

• arrange an alternative vehicle as quickly as possible, subject to availability in the area.

If it is not possible to provide the contracted service within a reasonable time, the Customer shall be entitled to:

• a full refund of the amount paid, and

• additionally, mitaxi.net may offer, at its discretion, a credit or commercial compensation for future services.

LIMITATION OF LIABILITY

mitaxi.net acts as an intermediation platform between the Customer and the collaborating carriers who provide the service.

Consequently:

• mitaxi.net shall not be liable for indirect or consequential damages arising from the non-provision of the service, including, among others, missed flights, trains, bookings or events.

• The liability of mitaxi.net shall in all cases be limited to the total amount of the contracted service.

The Customer acknowledges that the transport service is subject to external factors beyond the control of mitaxi.net, such as traffic, operational incidents or vehicle availability.

DRIVER WAITING TIMES

Any incident in relation to the service that arises for the Customer must be notified urgently to the carrier by telephone.

However, the Customer shall have a certain free waiting time in all contracted services and depending on the place where the service starts:

At airports, sixty (60) minutes, counted from the flight landing time indicated in the contract.

At cruise ports, sixty (60) minutes, counted from the ship docking time indicated in the contract.

At train or bus stations, thirty (30) minutes, counted from the arrival time of the train or bus indicated in the contract.

At homes, hotels or similar places, in offices or in any other place not described in the previous points, ten (10) minutes, counted from the time indicated in the contract. Once these waiting times have elapsed without the Customer appearing, the service shall be CANCELLED, without the Customer being entitled to a refund of the amounts paid.

However, before withdrawing the vehicle and considering the service finished, directly or through our drivers or collaborators, we shall try to contact you on the mobile phone number provided by the Customer during the contracting process.

 

DELAYS AND CANCELLATIONS IN THE ARRIVAL OF PLANES, TRAINS AND SHIPS.

The Customer shall have the right to have the start time of the service modified as a consequence of delays in the means of transport (planes, trains and ships) with which they must arrive at the place where our service starts. These modifications due to delays shall not incur management charges and shall be free of charge for the Customer, up to two hours after the original contract time, subject to vehicle availability.

For this purpose, the Customer must inform the carrier, as soon as it becomes known, of the delay that occurs during the journey and prevents them from arriving at the meeting point at the time scheduled in the contract. If the Customer is unable to reach the place where our service starts because of the cancellation of their flight, ship, train or bus, they must claim the cancellation costs of the service from their carrier.

PLACE WHERE TRANSPORT STARTS/MEETING POINT

In order to facilitate meeting the Customer, drivers shall carry MITAXI.NET signs or signs bearing the name of the traveller or the name of the group that entered into the contract.

Coaches or minibuses shall display such sign on the front part of the vehicle. Travellers shall always be picked up at the place, date and meeting point established in the contract. Meeting points, unless otherwise agreed, shall be as follows: at airports, ports, train and bus stations, inside the terminal, port or station, at the passenger exit door indicated in the contract, where family members and drivers of pre-booked services usually wait.

Coach and minibus drivers may be obliged to wait for you in the coach parking area of the terminal through which your flight has arrived.

 

RIGHT OF ADMISSION

Neither RESERVA TRANSFER nor the drivers providing the service accept any responsibility for additional expenses incurred by the Customer or their group in the event that the driver considers it necessary not to start the service, to interrupt it and bring it to an end even without having reached the destination, as a consequence of failure to comply with the following conditions: no traveller may travel under the influence of alcohol or drugs. The consumption of alcohol and narcotic substances is strictly prohibited during the provision of the services. It is not permitted to eat or smoke inside the vehicles. The conduct or behaviour of any traveller may in no way affect the safety of the driver or the other occupants of the vehicle.

The transport of luggage or belongings carried by the Customer or their companions that could dirty or damage any part of the vehicle, that could represent a reduction in visibility or safety, as well as explosives, corrosive, flammable materials and any others that may be prohibited by current regulations, shall be prohibited. Under these circumstances, the Customer shall not be entitled to a refund of the price previously paid and shall be obliged to compensate for any damages that may be caused.

 

DESTINATION PLACES OF THE TRANSPORT SERVICES

Although the driver shall have the start and destination places entered by the Customer during the contracting process, in order to avoid confusion the Customer must confirm them with the driver before starting the journey, and any error, interpretation or confusion in this respect shall be their responsibility.

Upon arrival in the destination area, the driver shall leave you as close as possible to your accommodation or destination, taking into account the physical characteristics of the vehicle, the accessibility to the destination and the circumstances existing at that time in the area. The driver shall choose the most suitable route to drive you to your destination, without it necessarily having to be the shortest, nor does it necessarily have to be a route that includes toll payment. If you prefer to be taken to your destination by a longer route, the Customer must bear any possible additional costs arising from it.

 

LUGGAGE

The Customer is entitled to the transport of the suitcases or similar items carried during the journey. The volume of luggage included in each service shall be limited to the capacity of the contracted vehicle, in accordance with the measurements, luggage spaces and requirements applicable to the transport of passengers and their luggage. Alternative means or additional vehicles that must be used for the transport of excess luggage shall be borne by the Customer.

For guidance purposes, the approximate capacity of passenger cars of up to 4 seats plus driver is two large suitcases or three medium-sized suitcases. A large suitcase is considered to be one whose maximum dimensions are 80x50x30 centimetres and a maximum weight of 20 kilograms, which, in any case, represents a maximum luggage weight of 40 kilograms if the contracted vehicle is one of up to 4 seats plus driver. Vehicles with more than four seats plus driver have an approximate capacity of one large suitcase per traveller.

The Customer shall at all times be responsible for their luggage and belongings, even having the right to place them personally in the compartments intended for this purpose in the vehicles and not to allow the journey to start until the luggage is placed satisfactorily according to their own criteria. The starting of the vehicle and the consequent beginning of the journey without objection from the Customer shall mean that the journey begins with their consent and under their sole responsibility in relation to the luggage travelling in the vehicle.

RESERVA TRANSFER and the drivers providing the service shall be exempt from any liability for any breakage or deterioration of their luggage and that of their companions, including damage or breakage that may occur during the loading or unloading manoeuvres thereof, even in the event that the Customer declines the possibility of carrying it out or supervising it personally and these manoeuvres are carried out by the driver or the auxiliary staff.

The Customer shall also be responsible for removing all their belongings from the vehicle once the service has ended, and RESERVA TRANSFER and the drivers providing the service shall be fully released from any subsequent liability in relation to possible or alleged items forgotten in the vehicles.

 

PETS

Pets or companion animals are the sole responsibility of the Customer and as such they must ensure their welfare and health at all times. They must always travel in a container that complies with IATA regulations for travelling on planes. The transport of pets is subject to availability and to an additional cost which the Customer must include as an extra in the contracting process.

If the transport of the pet or companion animal is not included as an extra or if the required safety conditions are not met, the driver may cancel the service without the Customer being entitled to a refund of the amount paid.

 

MINORS

During the contracting process, the Customer must indicate whether they are travelling with minors, solely for the purpose of taking into account the total number of seats required, since in any circumstance and regardless of age, minors count as one seat in any type of service or vehicle.

The Customer must ensure that the vehicle booked has a number of seats equal to or greater than the figure resulting from adding together the number of adults and the number of children and babies. In Spain it is compulsory for minors to travel with approved child restraint systems on all urban and interurban journeys, so this must be indicated during the contracting process so that we can offer one through the local driver, as an extra service with an additional cost.

If the Customer does not inform us that one of the travellers is a minor, the driver shall cancel the service without refund of the price paid. If it is not possible to fulfil the request for child devices in the area or type of vehicle required, we would inform you before the service is carried out, in which case the Customer may request cancellation of the contract and reimbursement of all amounts paid for the service without cancellation charges being applied.

In any case, it shall be the responsibility of the Customer to place the children and secure the child restraint systems. The starting of the vehicle and the consequent beginning of the journey without objection from the Customer shall mean that the journey begins with their consent and under their sole responsibility in relation to the minors travelling with the Customer in the vehicle.

 

CUSTOMER LIABILITY

By formalising a contract, the Customer declares that they understand and accept: these general conditions and undertakes to pay for the requested service by means of a suitable credit or debit card, for the use of which they are authorised and which has sufficient funds to cover the total amount of the contracted service. That they must notify RESERVA TRANSFER.

Any variation that affects the contract and the service within the terms and deadlines detailed in this document. That the service shall be carried out in accordance with the details provided during the contracting process and under the conditions established in this document.

That they are obliged to check that all the details appearing on the Travel Ticket are correct and that, if any error has been made, they must notify it in writing at least 24 hours before the start time of the service in order to make the corresponding modification.

If this is not done, RESERVA TRANSFER shall not be responsible for any possible damages that may arise. That if their acts or those of the other persons travelling with the Customer cause any damage during the performance of the service, the Customer shall be primarily responsible for any compensation for damages caused to the driver or third parties. That they expressly consent to the transfer of their personal data to the local drivers who are to provide the ground transport service and solely for that purpose and to the extent necessary.

 

DURATION AND ESTIMATED DISTANCES OF JOURNEYS

For services destined for airports, stations, ports or other places where a connection with other means of transport must be made, it shall be the responsibility of the Customer to set the start time of our ground transport service with sufficient advance time to arrive comfortably at the destination, taking into account the admissible delay in the start of our service of half an hour referred to in condition 20.

During the contracting process we shall provide you with an approximate time for some journeys, without this representing an inexcusable commitment of performance for us or for the driver.

This information is provided for guidance purposes only and under the best traffic conditions, in light vehicles with four free seats and without foreseeing any type of incident during the journey.

In general, journeys made in vehicles with greater capacity shall take longer, taking into account that some vehicles also have greater speed restrictions. Likewise, variations or the exact measurement between any two points in the cities or areas indicated with respect to the information provided shall not be binding nor shall they imply an alteration upwards or downwards in the price. The prices of the services shall not be modified on the basis that traffic circumstances mean a longer or shorter journey duration.

Delays in arriving at the place where the service ends caused by traffic conditions, road conditions, or other concurrent causes during the provision of the service not attributable to the driver shall not give rise to any liability on the part of RESERVA TRANSFER or the driver. The same exemption from liability for the aforementioned circumstances also extends to missed connections with other means of transport (planes, trains, ships, etc.).

 

TYPES OF VEHICLE AND CHANGE OF VEHICLES

In all vehicles offered by the carrier, the indicated seats refer to the number of free seats available to the Customer, therefore the capacity of the vehicle is the indicated number of seats plus that of the driver.

The carrier offers two categories of metered cars and chauffeured hire cars, standard and Premium, in the segments of up to 4 seats and up to 7 seats.

Metered motor vehicles are vehicles intended for public service and usually bear distinguishing marks typical of this type of vehicle and service.

The distinguishing marks and colours of the vehicles differ depending on the city or area where they operate and the applicable local regulations.

Chauffeured hire motor vehicles (VTC transport authorisations) are not taxis, are not signwritten and do not carry distinguishing marks.

The most common brands in the standard category of these vehicles are Volkswagen, Peugeot, etc.

Premium category chauffeured hire motor vehicles (VTC transport authorisations) are Mercedes Benz E-Class vehicles, or of a similar or higher category; dark in colour with high-end finishes.

In either category, the drivers are trustworthy professionals specialised in this type of service, with suitable experience, training and working regime to offer the best conditions of satisfaction in the provision of the service.

We also offer vehicles called minivans, with a capacity of up to seven travellers plus the driver, minibuses and mid-range or upper mid-range coaches with between 18 and 50 seats. For reasons of operation and availability, we reserve the possibility of providing the service with vehicles of a higher category or with a greater seating capacity than that actually contracted by the Customer, without this entailing any additional cost for the Customer.

 

PUNCTUALITY GUARANTEE

The carrier undertakes to ensure and use all means within its reach for the correct provision of the services by the drivers and especially to observe the utmost punctuality in their start time.

A maximum admissible delay of 30 minutes after the service start time is established, and the Customer must notify RESERVA TRANSFER by telephone of the delay once five minutes have elapsed.

Services that begin with a greater delay shall be provided by RESERVA TRANSFER free of charge in compensation for the damages caused to the Customer. In such circumstances the Customer must contact RESERVA TRANSFER by telephone from the place where the service starts and subsequently request reimbursement of the amount of the service, providing the Travel Ticket indicating the driver’s arrival time, the driver’s name and signature. There shall be an exemption from this penalty if the delay or non-appearance is due to causes not attributable either to RESERVA TRANSFER or to the local driver.

 

CAUSES OF EXEMPTION FROM LIABILITY.

Neither RESERVA TRANSFER nor the local drivers guarantee or are responsible for damages that the Customer or their companions may suffer as a consequence of extraordinary situations that may occur before or during the provision of the services, not attributable to the contractor, which determine the impossibility of providing the service or its delay or modification, such as, for example, third-party accidents, police checks or operations that slow down traffic, sporting or cultural events, acts of vandalism or terrorism, acts of protest, demonstrations and disturbances, strikes, traffic closures due to passing processions, unforeseen road hazards, acts of governments or competent public authorities, natural disasters or catastrophes, fires and adverse weather conditions or other similar events due to causes beyond the carrier’s control. All the situations described or others of a similar nature shall be considered force majeure, without giving rise to compensation or indemnity for any damage that the Customer or their companions may suffer.

 

COMPLAINTS AND CLAIMS

The Customer must immediately notify the carrier of any incident occurring in the provision of the service by email or by telephone.

Any complaint or claim relating to the service that the Customer wishes to make must be submitted in writing by email within a period not exceeding 15 calendar days from the date on which the service was performed, and the Customer shall be entitled to obtain a response from the carrier within a further period not exceeding 15 calendar days.

RESERVA TRANSFER shall be exempt from any claim arising in relation to the driver’s non-appearance or the unavailability of the vehicle at the place, date and time scheduled for the start of the service, if it does not receive notification from the Customer at that precise moment, even in the event that the Customer chooses to take other means to travel to the destination, assuming on their part the driver’s non-appearance. By formalising the contract, the Customer releases RESERVA TRANSFER from liability for any damages covered by the driver’s insurance, as well as for damages arising from any illness, injury, death or the loss of money or any thing or object that the Customer or their companions may suffer, and must make the claim directly to the driver providing the service.

RESERVA TRANSFER shall only accept liability for claims that the Customer may make due to our own negligence in the management of the contracts or due to errors in the management of collecting the price. In other cases, it shall forward the Customer’s claim to the local drivers.

RESERVA TRANSFER declines responsibility for any service that the Customer may contract directly with the local drivers attached to our service network, and also declines any responsibility for modifications of a contract directly agreed with the local drivers. In hotels and similar places, at the establishment reception or at the building entrance if there is no reception. At homes, hospitals, offices and in other places not indicated above, at the door or at the nearest place where the vehicle can park. All this in accordance with compliance with the rules established in each premises or area, especially in port and airport areas, in which, in some cases, there may be permanent, temporary or occasional restrictions or limitations regarding access and parking.

In such circumstances travellers must necessarily adapt to them in order to begin the transport service and contact us by telephone if they have any difficulty.

Some exceptional circumstances, such as works, road closures, sporting or cultural events, demonstrations, physical characteristics of the vehicle, accessibility to the place, etc. may make it impossible for the vehicle to reach the requested pick-up point.

In such situations, we shall contact the mobile telephone number indicated in the contract under the traveller’s details in order to inform them of the nearest point where the Customer will be able to meet the driver.

For justified reasons related to the drivers and vehicle safety, the Customer may refuse to board the vehicles to start the journey if, in their opinion, there are circumstances that they consider unsatisfactory or inappropriate. The starting of the vehicle without objection and the consequent beginning of the journey shall be a sign of acceptance by the Customer. In any case, if the Customer is unable to meet the driver or does not see the vehicle at the place where the service starts, they must contact us by telephone so that we can help them meet the driver and begin the journey.

 

EVALUATION QUESTIONNAIRE

Upon return, the Customer may receive our questionnaire evaluating the service provided, which the Customer may complete for the purpose of obtaining information about the service provided and implementing constant improvement thereof.

We also remind you that you can access the European Union online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show