General terms and conditions of service
To request a service, the Client must follow the application procedure established on our website. All requests must be made at least 24 hours in advance. For services requiring less than 24 hours’ notice, please call the contact number indicated in condition 1. By submitting their request, the Client confirms that they have read, understood, and accepted these general terms and conditions, and furthermore, confirms that they have the legal capacity to accept these general terms and conditions on their own behalf and/or on behalf of their companions. Consequently, the Client will be responsible for making the appropriate payments and notifying us of any modifications, cancellations, incidents, complaints, or claims. All accepted service requests will be formalized by sending a Travel Ticket to the email address provided by the Client, upon payment of the agreed-upon service fee. The availability of extra services such as baby seats, booster seats, additional stops, or the transport of golf equipment, bicycles, skis, pets, etc., must be inquired about in advance. The Travel Ticket will include the following information: – the carrier, – the issue date, – the departure and arrival points, and – the price. Should the Client detect any errors, they must immediately notify TWH Quality Services SL for correction, in accordance with the sections relating to contract modification and/or cancellation. TWH Quality Services SL declines all responsibility for errors or inconsistencies the Client may have made when completing the form or for failing to provide complete and truthful information during the contracting process. TWH Quality Services SL does not guarantee any assessment of the suitability of service requests or the schedules chosen by the Client. No service request will be processed without the corresponding payment, which must include the service request reference number. The information and data provided during the contracting process will only be shared to the extent necessary for the provision of the service. The Client authorizes us to transmit their data, such as traveler’s name, mobile phone number, dates, and times, to those involved in providing the service. The Client must print the Travel Ticket in duplicate and the proof of payment for the contracted service and must carry them with them during their trip to use them or present them whenever requested. Before starting their trip, they must sign one of the printed travel tickets and give it to the driver; if they do not, the driver may refuse to provide the service, without the right to a refund of the price paid. If their trip is round trip,You must give a Travel Ticket to each driver, so you must have printed and travel with four copies of the ticket and give one signed copy to each driver. Any notification or communication that TWH Quality Services SL sends to the email address you have provided will be kept for the duration of the claims process, serving as proof of notification and delivery confirmation.
PRICE
The prices for services must be agreed upon in advance with TWH Quality Services SL during the contracting process. The price per service will be determined based on the type of service, the type of vehicle, the starting and ending locations, the start date and time, among other factors. These prices are fixed and guaranteed from the moment the Client contracts the service, and are unaffected by any price increases or decreases that we may implement between the time the Client signs the contract and the time the service is completed. Prices include the cost of providing the transport, surcharges, indicated waiting times, contract management and the first modification, tolls (if applicable), the company’s profit margin, and VAT at the current rate (currently 10%). Prices are set per vehicle, regardless of the number of passengers and luggage, within the legally established passenger and cargo limits.
TIPS
The price of the services does not include any amount for tips: The Client has no obligation to pay them to the drivers and, if he or she does so, it will be exclusively of his or her own free will.
PAYMENT METHODS
Payment will be made by credit or debit card, Bizum, bank transfer, Paypal, cash or any other payment method 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 questions or would like the invoice in both paper and electronic format, you can also request it by contacting us through our contact form.
NOTIFICATIONS.
All communications between TWH Quality Services SL and the Client must be made via email, which will also be used to send travel tickets and any modifications or changes to the contract. The email address for TWH Quality Services SL is the one listed in condition 1. The Client is required to provide an email address during the contracting process to receive relevant notifications and must communicate any changes immediately so that the contracted service can be provided. The Client is also required to provide a mobile phone number during the contracting process for use only in communicating urgent incidents.
CONTRACT MODIFICATIONS
The client may modify their contract up to 24 hours before the scheduled start date and time of the service. Any modification request must be sent in writing to our email address, and our acceptance will be notified to your email address, at which time the modification will take effect. If the contract modification also involves a price change, the following procedure will apply. If it involves a price increase, the client must pay the difference between the initial price and the new final price before our acceptance, in the manner established in these general terms and conditions. If it involves a reduction in the initial price, the difference will be refunded to the client, provided the modification is requested before the aforementioned deadlines. TWH Quality Services SL. will only accept one contract modification without penalty or additional charge to the client. For subsequent modifications, a management fee of ten euros (€10) will be charged, payable at least 24 hours before the start of the service. Changes requested within 24 hours of the scheduled service start time are subject to vehicle availability and a €10 administration fee. Modifications requested by the Client that cannot be accepted may result in termination of the contract, in accordance with the Cancellation Policy.
CANCELLATIONS
Any request to cancel a contract must be sent in writing to our email address and will incur the following cancellation fees: One hundred percent (100%) of the total service price when the cancellation occurs less than 24 hours before the service start time. Fifty percent (50%) of the total service price when the cancellation occurs between 24 and 48 hours before the service start time. Ten percent (10%) of the total service price when the cancellation occurs more than 48 hours before the service start time. Contracts for services of a special or large nature, in terms of the number of vehicles to be used, must be cancelled with greater notice to avoid cancellation fees, under the specific terms agreed upon. If, due to reasons beyond the carrier’s control, it becomes impossible to provide the service and the carrier is forced to cancel it, the customer will be refunded the full amount paid using the payment method they subsequently chose.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
This does not apply in this case. Given Royal Legislative Decree 1/2007, of November 16.
Article 103. Exceptions to the right of withdrawal.
The right of withdrawal will not apply to contracts relating to:
a) The provision of services, once the service has been fully performed, and if the contract imposes on the consumer or user an obligation to pay, when the performance has begun, with the prior express consent of the consumer or user and with the knowledge on their part that, once the trader has fully performed the contract, they will have lost their right of withdrawal.
The provision of accommodation services for purposes other than housing, transport of goods, rental of vehicles, food or services related to leisure activities, if the contracts provide for a specific date or period of performance.
DRIVER WAITING TIMES
Any issues related to the service that arise for the client must be reported to the carrier urgently by telephone. However, the Client will have a certain free waiting time for all contracted services, depending on the service’s starting point: At airports, sixty (60) minutes, starting from the flight’s landing time indicated in the contract. At cruise ports, sixty (60) minutes, starting from the ship’s docking time indicated in the contract. At train or bus stations, thirty (30) minutes, starting from the train or bus’s arrival time indicated in the contract. At homes, hotels or similar establishments, offices, or any other location not described in the previous points, ten (10) minutes, starting from the time indicated in the contract. Once these waiting times have elapsed without the Client appearing, the service will be CANCELLED, and the Client will not be entitled to a refund of any amounts paid. However, before removing the vehicle and ending your service, either directly or through our drivers or collaborators, we will try to contact you on the mobile phone number that the Customer has provided to us during the contracting process.
DELAYS AND CANCELLATIONS IN THE ARRIVAL OF PLANES, TRAINS, AND SHIPS.
The Client will be entitled to a change to their service start time due to delays in the means of transport (planes, trains, and ships) required to reach the service’s starting point. These changes due to delays will be free of charge for the Client, up to two hours after the initial contracted time, subject to vehicle availability. To this end, the Client must inform the carrier as soon as they become aware of any delay in their journey that prevents them from arriving at the meeting point at the time stipulated in the contract. If the Client is unable to reach the service’s starting point due to the cancellation of their flight, ship, train, or bus, they must claim the cancellation fees from their carrier.
TRANSPORT STARTING POINT/MEETING POINT
To facilitate meeting with the Client, drivers will display MITAXI.NET signs or signs with the name of the traveler or the group that made the contract. Coaches or minibuses will display this sign on the front of the vehicle. Passenger pick-up will always take place at the meeting point, date, and location specified in your contract. Unless otherwise agreed, the meeting points will be as follows: At airports, ports, train stations, and bus stations, inside the terminal, port, or station, at the passenger exit gate indicated in your contract, where family members and drivers of pre-arranged services usually wait. Coach and minibus drivers may be required to wait for you in the coach parking area of the terminal where your flight arrived.
RIGHT OF ADMISSION
Neither TWH Quality Services SL., nor the drivers providing the service, accept any responsibility for additional expenses incurred by the Client or their group if the driver deems it necessary not to begin the service, interrupts it, or terminates it even before reaching the destination, as a result of non-compliance with the following conditions: No passenger may travel under the influence of alcohol or drugs. The consumption of alcohol and narcotics is strictly prohibited during the provision of services. Eating and smoking are not permitted inside the vehicles. The conduct or behavior of any passenger may in any way affect the safety of the driver or the other occupants of the vehicle. The transport of luggage or belongings carried by the Client or their companions that could soil or damage any part of the vehicle, that could reduce visibility or safety, as well as explosives, corrosives, flammables, and any other items that may be prohibited by current regulations, is prohibited. In these circumstances, the Client will not be entitled to a refund of the price previously paid and will be obliged to compensate for any damages that may be caused.
TRANSPORTATION DESTINATIONS
Although the driver will have the pick-up and drop-off locations entered by the Client during the booking process, to avoid confusion, the Client must confirm these locations with the driver before the trip begins. The Client is responsible for any errors, misinterpretations, or confusion regarding these locations. Upon arrival at the destination area, the driver will drop the Client off as close as possible to their accommodation or destination, taking into account the vehicle’s physical characteristics, accessibility to the destination, and the current circumstances in the area. The driver will choose the most suitable route to take the Client to their destination, which may not necessarily be the shortest route, nor may it include tolls. If the Client prefers a longer route, they will be responsible for any additional costs incurred.
LUGGAGE
The Client is entitled to transport their suitcases or similar items during their trip. The luggage allowance included in each service will be limited to the capacity of the contracted vehicle, in accordance with the dimensions, spaces designated for luggage, and requirements applicable to the transport of passengers and their luggage. The Client will be responsible for any alternative means or additional vehicles required to transport excess luggage. As a guideline, the approximate capacity of passenger vehicles with up to 4 seats plus the driver is two large suitcases or three medium suitcases. A large suitcase is considered to be one with maximum dimensions of 80x50x30 centimeters and a maximum weight of 20 kilograms, which, in any case, represents a maximum luggage weight of 40 kilograms if the contracted vehicle has up to 4 seats plus the driver. Vehicles with more than four seats plus the driver have an approximate capacity of one large suitcase per passenger. The Client shall be responsible at all times for their luggage and belongings, and shall have the right to personally place them in the designated compartments in the vehicles and refuse to allow the journey to begin until the luggage is placed satisfactorily according to their judgment. The starting of the vehicle and the consequent commencement of the journey without the Client’s objection shall signify that the journey begins with their consent and under their sole responsibility with regard to the luggage traveling in the vehicle. TWH Quality Services SL, and the drivers providing the service, shall be exempt from any liability for any breakage or damage to the Client’s luggage and that of their companions, including damage or breakage that may occur during loading or unloading, even if the Client declines to personally perform or supervise these maneuvers and they are carried out by the driver or assistant personnel. The Client will also be responsible for removing all their belongings from the vehicle once the service is completed, leaving TWH Quality Services SL, and the drivers who provide the service, completely exonerated from any subsequent liability in relation to possible or presumed items left in the vehicles.
PETS
Pets or companion animals are the sole responsibility of the Client, who must ensure their well-being and health at all times. They must always travel in a carrier that complies with IATA regulations for air travel. Pet transport is subject to availability and an additional cost, which the Client must include as an extra in their booking process. If the Client does not include pet transport as an extra or fails to meet the required safety conditions, the driver may cancel the service without the Client being entitled to a refund.
MINORS:
During the booking process, the Customer must indicate if they are traveling with minors, solely for the purpose of calculating the total number of seats required. Under no circumstances, and regardless of age, do minors count as one seat in any service or vehicle type. The Customer must ensure that the vehicle they book has a number of seats equal to or greater than the sum of the number of adults and the number of children and infants. In Spain, it is mandatory for minors to travel with approved child restraint systems on all urban and interurban journeys. Therefore, you must inform us during the booking process so that we can provide one through the local driver as an extra service at an additional cost. If you do not inform us that one of the passengers is a minor, the driver will cancel the service without refunding the price paid. If it is not possible to accommodate your request for child safety devices in the area or with the type of vehicle required, we will inform you before the service is provided. In this case, the Customer may request cancellation of the contract and a full refund of all amounts paid for the service without incurring any cancellation fees. In any event, the Customer is responsible for placing the children in the vehicle and securing the child restraint systems. Starting the vehicle and beginning the journey without the Customer’s objection will signify that the journey begins with their consent and under their sole responsibility regarding any minors traveling with them in the vehicle.
CUSTOMER RESPONSIBILITY
By entering into a contract, the Customer declares that they understand and accept these general conditions and agrees to pay for the requested service using a valid credit or debit card, for which they have authorization and which has sufficient funds to cover the total amount of the contracted service. The Customer agrees to notify TWH Quality Services SL of any changes affecting their contract and the service within the terms and deadlines detailed in this document. The Customer agrees that the service will be provided according to the details provided during the contracting process and under the conditions established in this document. The Customer agrees to verify that all information on the Travel Ticket is correct and, if any error has been made, to notify TWH Quality Services SL in writing at least 24 hours before the service start time in order to make the necessary changes. Failure to do so will result in TWH Quality Services SL not being liable for any damages that may occur. If the Client’s actions, or those of any other passengers, cause any damage during the service, the Client will be primarily responsible for any compensation for damages caused to the driver or third parties. The Client expressly consents to the transfer of their personal data to the local drivers providing the ground transportation service, solely for the purpose of providing that service and to the extent necessary.
ESTIMATED JOURNEY DURATION AND DISTANCES
For services to airports, stations, ports, or other locations requiring connections to other modes of transport, it is the Client’s responsibility to schedule the start time of our ground transportation service with sufficient advance notice to arrive at their destination comfortably, taking into account the permissible half-hour delay in the start of our service as referred to in condition 20. During the booking process, we will provide you with an approximate travel time for some journeys, but this does not constitute a binding commitment on our part or the driver. This information is provided for guidance only and assumes the best traffic conditions, in light vehicles with four empty seats, and without anticipating any unforeseen incidents during the journey. In general, journeys in larger vehicles will take longer, considering that some vehicles also have higher speed limits. Similarly, variations or discrepancies in the exact measurements between any two points in the indicated cities or areas, compared to the information provided, will not be binding and will not result in any price increase or decrease. Service prices will not be modified due to traffic conditions that result in a longer or shorter journey. Delays in reaching the final destination caused by traffic conditions, road conditions, or other factors occurring during the service that are not attributable to the driver will not give rise to any liability on the part of TWH Quality Services SL. or the driver. This same exemption from liability for the aforementioned circumstances extends to missed connections with other means of transport (airplanes, trains, ships, etc.).
VEHICLE TYPES AND VEHICLE CHANGES
In all vehicles offered by the carrier, the indicated number of seats refers to the number of available seats for the customer. Therefore, the vehicle’s capacity is the number of seats indicated plus the driver’s seat. The carrier offers two categories of taxis and chauffeur-driven cars: Standard and Premium, in the up to 4-seater and up to 7-seater segments. Taxis are vehicles intended for public service and usually display markings specific to this type of vehicle and service. The markings and colors of the vehicles vary depending on the city or area where they operate and the local regulations in force. Chauffeur-driven cars (VTC-type transport authorizations) are not taxis, nor are they marked or display any markings. The most common brands in the standard category of these vehicles are Volkswagen, Peugeot, etc. Our chauffeur-driven rental vehicles (VTC-type transport licenses), Premium category, are Mercedes-Benz E-Class vehicles, or similar or higher category vehicles; dark-colored with high-end finishes. In both categories, the drivers are trustworthy and professional, specializing in this type of service, with the experience, training, and operating procedures necessary to offer the best possible service satisfaction. We also offer minivans, which have a capacity of up to seven passengers plus the driver, as well as mid-range or mid-to-high-range minibuses and coaches with seating for between 18 and 50 passengers. For operational and availability reasons, we reserve the right to provide the service with vehicles of a higher category or with a greater number of seats than the one the client has actually booked, at no additional cost to the client.
PUNCTUALITY GUARANTEE
The carrier undertakes to ensure and use all means at its disposal to guarantee the proper provision of services by the drivers, and especially to ensure the utmost punctuality in the start of services. A maximum permissible delay of 30 minutes from the scheduled start time is established. The client must notify TWH Quality Services SL. by telephone once five minutes have elapsed. Services that begin with a delay exceeding this limit will be provided by TWH Quality Services SL. free of charge as compensation for the inconvenience caused to the client. In such circumstances, the client must contact TWH Quality Services SL. by telephone from the service’s starting point and subsequently request a refund of the service fee, providing the Travel Ticket indicating the driver’s arrival time, name, and signature. This penalty will be waived if the delay or non-appearance is due to causes not attributable to either TWH Quality Services SL. or the local driver.
CAUSES FOR EXEMPTION FROM LIABILITY.
Neither TWH Quality Services SL., nor the local drivers guarantee or are liable for any damages that the Client or their companions may suffer as a result of extraordinary situations that may occur before or during the provision of services, not attributable to the contractor, which determine the impossibility of providing the service or its delay or modification, such as, for example, accidents involving third parties, police checks or operations that slow down traffic, the holding of sporting or cultural events, acts of vandalism or terrorism, acts of protest, demonstrations and riots, strikes, road closures due to the passage of motorcades, unforeseen hazards on the road, 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 control of the carrier. All situations described or similar ones will be considered as force majeure, without giving rise to compensation or indemnification for damages that the Client or their companions may suffer.
COMPLAINTS AND CLAIMS
The Client must immediately notify the carrier of any issues that arise during service delivery by email or telephone. Any complaint or claim regarding the service that the Client wishes to make must be submitted in writing via email within 15 calendar days of the service date, and the Client has the right to receive a response from the carrier within another 15 calendar days. TWH Quality Services SL. will be exempt from any claim arising from the non-appearance or 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 Client at that precise moment, even if the Client chooses to use alternative means of transportation to reach their destination, assuming the driver’s non-appearance. By formalizing their contract, the Client releases TWH Quality Services SL. from liability for any damages covered by the driver’s insurance, as well as for damages arising from any illness, injury, death, or loss of money or any other property that the Client or their companions may suffer. Claims must be made directly to the driver providing the service. TWH Quality Services SL. will only accept liability for claims made by the Client due to our own negligence in the management of contracts or errors in the collection of payment. In all other cases, the Client’s claim will be forwarded to the local drivers. TWH Quality Services SL. is not liable for any service that the Client may contract directly with local drivers affiliated with our service network, nor for any contract modifications agreed upon directly with the local drivers. At hotels and similar establishments, claims should be made at the reception desk or at the building entrance if there is no reception area. At homes, hospitals, offices, and other locations not mentioned above, drop-off will be at the door or the nearest available parking space. All of this is subject to compliance with the regulations established in each location or area, especially in ports and airports, where, in some cases, there may be permanent, temporary, or one-off restrictions or limitations regarding access and parking. In such circumstances, passengers must comply with these regulations to begin the transport service and should contact us by phone if they encounter any difficulties. Some exceptional circumstances, such as roadworks, road closures, sporting or cultural events, demonstrations, or the physical characteristics of the vehicle, may affect drop-off times.Accessibility issues, etc., may prevent the vehicle from reaching the requested pick-up location. In such situations, we will contact the mobile phone number provided in the contract as the passenger’s details to inform them of the nearest meeting point where they can meet their driver. For justifiable reasons related to drivers and vehicle safety, the customer may refuse to board the vehicle to begin the journey if, in their opinion, there are circumstances they consider unsatisfactory or inappropriate. The vehicle departing without their objection and the subsequent commencement of the journey will be considered an indication of the customer’s agreement. In any case, if the customer is unable to meet the driver or does not see the vehicle at the service’s starting point, they should contact us by phone so we can assist them in locating the driver and beginning the journey.
EVALUATION QUESTIONNAIRE
Upon their return, the Client may receive our service evaluation questionnaire, which the client may complete, in order to obtain information about the service provided and to implement a constant improvement of it.
We also remind you that you can access the European Union’s online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show
