1. Purpose of the contract

www.transfermadridworld.com is a trademark owned by SUSANA MARTÍNEZ GARRIDO, registered in Spain with NIF 33533491C and registered office at Avenida de la Unión Europea 67, Arroyomolinos, Madrid.

These general conditions will regulate the contractual relationship between www.transfermadridworld.com (or “Madrid Transfer World”) and the client (you), whereby Madrid Transfer World acts as the supplier’s agent.

In order to provide our services, we work with private transport operators (or “Suppliers”) that provide ground transportation services for passenger transfers, or that act as an agency with legal capacity to offer transportation services and that are in possession of all the necessary licenses and permits in accordance with the legislation applicable to each of them for carrying out this activity in any country in which we provide our transfer booking services.

The terms and conditions applicable to the contract between you and the supplier are available on request and are set out in the relevant supplier's booking conditions. Madrid Transfer World acts as an agent for its suppliers and we cannot accept any liability arising from the provision of the services.

By booking on our website, you agree that the contract for the use and provision of the service is between you and our supplier (the service provider). If the booking is made by an agency or any other person acting on their behalf, they are deemed to be acting as an agent for all passengers using the service and you. You agree to be bound by these terms and conditions as well as any other information contained on the website.

By making a booking, you confirm that you have read these Terms and Conditions and that you have the legal capacity to accept them on your behalf and on behalf of all passengers using the Services.

These general conditions may change without prior notice and any changes will be communicated by email, through our application, our website or any other means that you have provided to us for this purpose.

2. The reservation process: payment and contract

Bookings can be made online on our website, on our mobile app or by phone. If a booking is made for two or more people, the person making the booking (“the Main Party”) is deemed to have done so on behalf of all passengers and agrees to these terms and conditions on behalf of any passengers on the booking. The Main Party must be at least 18 years of age.

Full payment is required at the time of booking. Once full payment has been received, Madrid Transfer World will process the booking and after confirmation will send the Principal Party details of the transfer services they have booked and the booking voucher. The voucher acts as a 'ticket or voucher' and must be presented to the supplier's representative or driver.

When a booking is confirmed, a legally binding contract will be created between the Principal Party (and all passengers listed on the booking) and the supplier. No binding contract is created until full payment has been received. If you are booking through a travel agent, no contract will be created between you and a supplier until full payment has been received by your travel agent. We cannot accept any liability in respect of confirmed services unless full payment has been received.

In the event of a claim for unsatisfactory service, Madrid Transfer World or its supplier may provide the affected customer with reimbursement of the relevant costs incurred by the customer upon arrival at the destination. All documentation (receipts) of the expenses paid by the customer will be required.

Madrid Transfer World or its suppliers cannot be held responsible for the timeliness, accuracy or quality of services due to incorrect information provided at the time of booking the service. It is the responsibility of the Principal Party (or their agent) to check that all booking details are correct prior to travel and to inform Madrid Transfer World if there are any errors in advance.

If there is any error in the information provided by the Leading Party (or its agent) and as a result of this the booking suffers a change in the price of the services, you will be responsible for that expense. In the event that you fail to pay the difference due to incorrect information provided by you, Madrid Transfer World or our supplier reserves the right to cancel the services without any compensation or refund liability to you. The supplier price quoted on our website is the final price and no additional charges will be charged to you if the information you provide at the time of booking is correct.

3. Child seats

Please ensure that you are aware of local legislation when travelling with children. In some destinations, children must use appropriate child or infant seats. You are responsible for providing all passenger information correctly at the time of booking and, if travelling with children, choosing any extras required to suit the legislation of the country where you have booked the service. The Principal is responsible for checking that the restraint system is compatible with the vehicle and is correctly fitted. Madrid Transfer World or our suppliers will not be liable for any incident arising from misuse or incorrect installation of the restraint system. In some cases, child seats or boosters may be used, you must inform us at the time of booking to notify the supplier. We must ensure that the vehicle used by the supplier is compatible with the restraint system. Minibuses or coaches are sometimes used when travelling in large groups and it is not possible to use child seats on these vehicles. We will make every effort to ensure that these extras are offered by the supplier when booked. Due to lack of availability, child seats may not be available. In such cases, the cost of the extra will be refunded. If the reserved restraint systems are not available, children over three years of age must use a seat belt. Children under three years of age may travel without a restraint system, but they are required to sit in the rear seats of the vehicle.

4. Children's price

All children and infants, regardless of age, will be taken into account when determining the capacity of the vehicle to be used, and therefore must be entered in the total number of passengers at the time of booking.

5. Disabled passengers

In some destinations, Madrid Transfer World, through its suppliers, offers transportation services for people with disabilities or reduced mobility. If you book a vehicle with these characteristics, you are responsible for ensuring that the reserved vehicle is perfectly adapted to the needs of the people travelling in it. We recommend contacting our customer service department before booking a vehicle of this type, so that they can help you choose the one that best suits the needs of all passengers.

6. Modifications to reservations

Booking modifications can be made free of charge up to 24 hours before the use of the first service contained in any booking confirmed by us. Changes made less than 24 hours before the use of the first service must be made directly by sending an email from the same email address you provided at the time of booking to: transfermadridworld@gmail.com, providing the booking reference, passenger name and the changes you require. Modifications may incur additional charges and if they occur, you must pay these charges before changes are made. Modifications to a destination other than the one specified in your booking cannot be made. Only the pick-up and drop-off times and extras can be modified. In general, and for most services, we do not charge for modifications or changes to your booking, although we reserve the right to do so if the modification results in an increase in the price of the original booking.

7. Cancellations.

Cancellations must be made through our website, on our app or by emailing transfermadridworld@gmail.com. If you cancel your booking more than 24 hours before the date you use the first confirmed service on your booking, you will be fully refunded. If you cancel your booking less than 24 hours before the date you use the first confirmed service on your booking you will not be entitled to any refund. In the event that you do not use the services for any reason and do not cancel the booking, no refunds will be provided. All refunds will be debited from the original payment method and account that was used at the time of booking.

7.1 Cancellations by us

In extraordinary cases, and if our supplier is forced to make a significant change to the terms of service, or to cancel the service, we will make reasonable efforts to find viable alternatives to any confirmed booking that we must cancel. If we are ultimately forced to cancel your booking, you will be refunded the full amount of the booking and this refund will cover all obligations to the customer arising from such cancellation.

8. Reserved vehicles

We strive to respect our customers' preferences regarding the chosen vehicle; however, the vehicle may be replaced with a larger capacity vehicle or multiple vehicles, depending on availability. If the change is a reduction in category or size of the vehicle for which we have a cheaper rate, the price difference will be refunded.
All vehicles provided by suppliers are fully insured against third party damage as required by local law.

9. Luggage

Vehicles used for private transfers have a capacity of at least 1 carry-on bag per passenger seat. At the time of booking, you must inform us of the luggage to be transported. Smaller items of luggage, such as cameras, handbags or small backpacks, do not need to be declared. The passenger will be responsible for the costs incurred if additional vehicles are needed to transport undeclared luggage. You will not include in your luggage or personal items any items that contravene the legislation of the country in which the service is provided (firearms, etc.) or those that may be harmful to third parties, or items of excessive size, weight, or fragility.
Unless you are traveling with a guide dog, animals are not allowed.
Transport of luggage and other personal items is at your own risk and responsibility, neither Madrid Transfer World nor our supplier will be responsible for any damage or loss.

10. Services

We offer private transfer services. We cannot guarantee the exact itinerary to your destination and all information published on our website, such as route maps, is for informational purposes only.

We strive to ensure that pick-up and delivery times are respected, but we cannot guarantee them.

In case you cannot find the driver, please call the provider immediately, you can find the provider's phone number in your reservation. If you arrange alternative transport without notifying us, the provider will be released from its obligation to provide the service and no refund will be given to you.

If your private transfer driver is unable to contact you, he/she will call the mobile phone number provided by you in the booking. Please ensure that you are travelling with that mobile phone and that it is switched on. If you are unable to be reached on the phone number provided, we will not be able to provide the service and no refund will be made.

Unused transfers are non-refundable, and costs for alternative transportation will only be refunded if they have been authorized by a member of our team. If you are authorized to take alternative transportation, please ensure you obtain and submit a receipt so we can review it. Transportation costs related to claims without valid receipts will not be refunded.

The supplier will pick you up and take you as close as possible to the directions provided. If access via a normal itinerary is closed due to weather conditions, traffic accidents, etc., the supplier will, at your express request, take an alternative route to reach the agreed destination, in these cases, additional costs may be incurred for you.

In some destinations or due to road works or any other circumstances, you may be dropped off or picked up at a central point within a reasonable distance from your final destination.

If your flight or train arrival time is up to 45 minutes after the time confirmed in your booking, our supplier will wait for you, but cannot guarantee service under these circumstances. If you expect not to be at the designated meeting point at the time specified at the time of your booking or your flight, boat or train has been cancelled, you must contact the supplier using the contact telephone number provided on your booking voucher.

All contracted transport services are covered by the civil liability policy of the supplier or the company subcontracted by the supplier.

11. By entering into this contract, you implicitly declare that:

1. You are over 18 years of age and of sound mind and are therefore qualified to assume the legal responsibilities arising from this agreement and are familiar with the services that are the subject of this contract, the information about the company and the content of these General Conditions.

2. You declare that the credit or debit cards used to make the reservation are your property and that they have sufficient funds to cover the total amounts of the reservation.

3. You understand and agree that you must notify us as soon as possible of any changes to the data you have provided.

4. You are responsible for providing the necessary documentation to cross borders. We assume no responsibility and refuse to incur additional costs caused by failure to provide such documents or failure to comply with customs, police, tax or administrative regulations of the countries accessed.

Our voucher or ticket is not a valid document for obtaining an entry visa.

5. You are responsible for checking the scheduled pick-up time and ensuring that you arrive at the airport, station or port in sufficient time to check in and be able to travel. Services will be provided in accordance with the information you have provided and that has been emailed to you. It is your responsibility to provide complete and correct addresses for the pick-up and drop-off points at the time of booking. It is also your responsibility to print and check the accuracy of the transfer voucher. If the information contained on the voucher is incorrect, you must contact our Customer Service team immediately to rectify it. We are not responsible for bookings that are impossible to carry out due to insufficient or erroneous information provided by you and no refunds will be made for such bookings.

In the event that Madrid Transfer World or our supplier is required to pay a deposit or fine to the authorities of other countries as a result of the client's failure to comply with the laws, regulations or other requirements of the countries they intend to enter or leave or which they intend to cross, the client shall assume full responsibility for reimbursing Madrid Transfer World or the supplier for such amounts.

You hereby authorize us to charge your credit or debit card for any fines or damage incurred to the transfer vehicle (including, but not limited to, special cleaning) or for any items missing from our supplier's vehicle.

We reserve the right to not accept further bookings from a client who has caused a major incident or repeated incidents.

12. Our responsibility

In the event of a breach of these conditions, we will only be liable for damage or loss resulting from our negligence or default and, at most, for the total amount paid by you.

We are not liable for damages that are not directly attributable to us or that are caused by accident, force majeure or that are caused by legal or administrative requirements.

We shall not be liable in the event that our or the carrier's performance of our obligations is hindered or affected directly or indirectly by or as a result of a force majeure event or any circumstances beyond our control, including, but not limited to, cases such as extreme weather events, natural disasters, terrorism, third party accidents along the way or transfer, police checks, extraordinary traffic congestion or strikes.

Madrid Transfer World has the right to refuse any booking made by you and we cannot guarantee that we will successfully allocate a supplier to every booking made with us. Unless we prove that we have breached our duty to select transfer suppliers for the services using reasonable skill and care and you have incurred direct loss or damage as a result, we have no liability to you for the provision of the services.

We are not responsible for incidents that occur during the provision of the service, specifically illness, personal injury or death, unless they are a direct consequence of our negligence. This means that, in accordance with these conditions, we can accept liability if, for example, the passenger dies or suffers personal injury or if the transfer service is not provided as contracted or poorly provided as a result of our failure or the failure of our employees or the failure of our transport operators to provide the transport service you contracted with reasonable knowledge and professionalism.

Please note that it is your responsibility to prove this lack of knowledge and professionalism if you wish to file a claim against the company.

13. Complaints or claims

If the service you receive from our partner (the provider) does not meet your expectations, you must notify our Customer Service immediately and, whenever possible, at the time the incident occurs.

Firstly, you should contact the local supplier using the number provided on your booking confirmation and they will help you resolve any concerns. You will find their detailed contact details on your booking confirmation voucher.

Written complaints must be sent by email to transfermadridworld@gmail.com no later than 28 days after the return date.

14. Passenger conduct

By entering into this contract, you tacitly grant the company and the provider the right to refuse service to any passenger who, according to the driver's criteria, is:

1. Under the influence of alcohol or drugs.
2. Those whose conduct may be considered dangerous for the driver of the vehicle, for third parties or for themselves.

Consumption of alcoholic beverages is not permitted in the supplier's vehicles during the trip. This prohibition also applies to drugs. Smoking and eating are not permitted inside the vehicle.

15. Travel insurance

It is your responsibility to ensure that the insurance cover you have purchased is suitable for your particular needs. We recommend that you read the details of your insurance policy carefully and take them with you on your holiday.

16. Jurisdiction

These General Conditions shall be governed by current Spanish legislation.

The contract agreed between you and Madrid Transfer World shall be governed by Spanish law. Disputes or claims arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Móstoles.

If any of the provisions contained in these terms and conditions is declared illegal, void or declared unenforceable by court decision, the remaining provisions contained herein shall remain in full force and effect.

17. Privacy

For more information, please read our PRIVACY POLICY.