Service Agreement Terms and Conditions
1. General Terms
1.1. Acceptance of Booking Terms: By making a payment for our services, you acknowledge and accept all terms and conditions outlined in this agreement.
1.2. Service Provision: We provide passenger transportation services between specified departure points and destinations as detailed during the reservation process.
1.3. Timeliness: While we strive to ensure timely arrival of our vehicles at the designated locations, we are not liable for delays caused by factors beyond our control, such as mechanical issues, traffic congestion, accidents, or severe weather conditions.
1.4. Modifications to Terms: We reserve the right to modify this agreement at any time without prior notice. Continued use of our services after such changes constitutes acceptance of the revised terms.
1.5. Consent-based Communications: By making a booking, whether manually or online with ibiRide, the customer agrees to receive notifications, newsletters, or promotional offers via email, WhatsApp or SMS.
2. Booking Details
2.1. Passenger Information: Bookings should be made under the name of a passenger and must include a reachable phone number.
2.2. Accuracy of Information: Please provide accurate and complete information about the required service. Inaccurate details may lead to booking refusal.
2.3. Modifications: You can modify booking details (e.g., pickup point, drop-off point, pickup time) up to 24 hours prior to the service, subject to availability.
2.4. Review of Booking: It is your responsibility to review all booking details before the service and inform us of any errors.
2.5. Additional Stops: Unless specified at the time of booking, additional pick-ups, drop-offs, or stops may not be automatically accommodated and could incur extra costs.
2.6. Disposal Services: A disposal service provides a vehicle and chauffeur at the customer’s disposal for a continuous period of time. It is not a shuttle service and does not include continuous trips between locations to transport different passengers or groups, unless specifically agreed upon in advance.
2.7. Consecutive Hours: All hours booked as part of a disposal service are consecutive. Booked hours cannot be divided, paused, split into separate time periods, or used at different times of the day.
2.8. Special Requirements: Any specific requirements, special requests, or conditions related to the service must be communicated to ibiRide before the booking is confirmed. Requests or conditions communicated after the booking has been confirmed are subject to availability and may incur additional charges. ibiRide cannot guarantee requests or conditions that were not communicated before booking.
3. Pricing and Payment
3.1. Included Costs: The transfer price excludes additional fees such as parking or specific requests not previously agreed upon.
3.2. Adjustments: Prices may be adjusted if you modify booking details, add stops or detours.
3.3. Payment Terms:
3.3.1. A 100% advance payment is required to secure a booking.
3.3.2. In certain cases, a booking can be secured with a 50% advance payment, with the remaining balance due at the first pickup.
3.3.3. For more bookings registered at once, we charge a deposit, with the remaining balance due at the first pickup.
3.4. Event Bookings: For major events or weddings, an additional deposit may be necessary to account for potential contingencies like extended waiting times.
3.5. Payment Methods: Payments can be made through Payment link, PayPal, Revolut, or bank transfer, or directly on our online booking system via Card. We do not accept checks as a payment method.
3.6. Price Validity: Prices and estimates provided are valid at the time of inquiry. Subsequent changes or additional services are subject to availability and must be paid for to confirm.
3.7. Price Adjustments: We reserve the right to adjust prices based on factors such as inflation, economic conditions, or competition. Confirmed bookings will not be affected by price changes.
3.8. Special Rates: For bookings with pickups between 1 am-7 am, or on holidays like Christmas Day, New Year’s, Easter, etc., different rates may apply.
3.9. Taxes: All prices include VAT (10%).
3.10. Coordination Fee: For bookings or events that require a member of the ibiRide office team to be continuously available to coordinate services, manage vehicles and drivers, or provide ongoing service status updates, an additional coordination fee will apply. This fee is separate from the individual service prices.
4. Vehicle Booking
4.1. Capacity: Please book a vehicle category authorized to carry the number of passengers and ensure not to exceed the vehicle’s capacity.
4.2. Vehicle Availability: If the reserved vehicle is unavailable, we will provide a car with the same specifications or the next category.
4.3. Notification: If we cannot provide a vehicle with the same specifications or the next category, we will notify you. If you do not agree with the alternative, we will refund 100% of the payments made to IbiRide for that service.
4.4. Luggage Capacity:
4.4.1. Each vehicle has a limited luggage storage capacity. Please ensure your luggage does not exceed the capacity of the booked vehicle.
4.4.2. All luggage must fit in the trunk. We do not accept luggage inside the vehicle or on the passenger seats.
4.4.3. The customer must accurately declare the actual number of luggage items.
5. Waiting Time, Extra Charges, and Customer No Shows
5.1. Waiting time: The free waiting time included is as follows:
5.1.1. -60 minutes for airport pickups (starting from the flight arrival).
5.1.2. -15 minutes for any other pickup points.
5.2. Extra time: Upon the customer’s request and with permission from IbiRide, the driver can extend the waiting time. In this scenario, the customer will be subject to an extra charge calculated per hour. Please note that the extra hour is not divisible.
5.3. Client No Show: If the customer does not show up at the agreed meeting point during the specified waiting time mentioned above and has not informed IbiRide of any unexpected events, IbiRide will consider the service canceled. In such a case, the customer will not be refunded for any payments made to IbiRide for that service, and the vehicle will leave the meeting place without further notice.
6. Cancellations and Refunds
6.1. Cancellation Policy:
6.1.1. Canceling a booking within 24 hours prior to the pickup time will not result in a refund.
6.1.2. Canceling a booking between 24 and 48 hours prior to the pickup time will result in a refund of 50% of all payments made towards that service.
6.1.3. Canceling a booking at least 48 hours prior to the pickup will result in a 100% refund of all payments made towards that particular service.
6.1.4. The cancellation policy above does not apply to events or bookings for which multiple vehicles are reserved. Due to the capacity blocked for these services, specific cancellation conditions may apply and will be communicated to the client before the booking is confirmed.
6.2. Refund charges: In the case of refunding payments, regardless of the reason, ibiRide does not cover the commissions related to the processing of the initial payment or the refund transaction. In such cases, we will deduct these commissions from the total refunded amount.
6.3. Canceled flights: In the event of a cancelled service due to flight irregularities, the 6.1. Cancelation Policy applies. IbiRide will provide the necessary receipts and/or invoices so that the cost can be claimed from the airline or insurance company.
6.4. Refund processing time: The refund will be processed within a maximum of 48 hours, using the original payment method. However, due to factors beyond our control, it can take up to 10 working days for the refund to be processed by the bank.
7. Customer Responsibilities
7.1. Conduct: Passengers are expected to behave in a manner that does not endanger the vehicle or other passengers. We reserve the right to refuse service to any passenger whose conduct is deemed unsafe or inappropriate. Smoking, drinking or eating inside the vehicle is not allowed.
7.2. Damage: Any damage caused to the vehicle by a passenger will be the responsibility of the person who made the booking, and repair costs may be charged accordingly.
7.3. Goods: All property and luggage remains the responsibility of the passengers at all times. We do not accept any responsibility or liability for any loss or damage, regardless of how it may have occurred – whether in transit or when left in the vehicle.
8. Booking Partner Communication Policy
8.1. Driver and Vehicle Assignment: Driver and vehicle details are assigned and communicated approximately 1 to 2 hours before the scheduled pickup time. This allows ibiRide to manage operational changes and assign the appropriate driver and vehicle to each service.
8.2. Communication While Driving: The use of a mobile phone while driving is restricted under Spanish traffic regulations and may result in financial penalties and penalty points on the driver’s licence, which may ultimately lead to the suspension or loss of the driving licence. For safety and legal reasons, drivers must not be contacted while driving.
8.3. Communication with ibiRide: If a Booking Partner requires information, wishes to make a change, or needs assistance regarding a service, they must contact the ibiRide office directly. Our team will communicate with the driver when appropriate and coordinate any necessary action.
8.4. Direct Contact with Drivers: Booking Partners are not permitted to contact the assigned driver more than 30 minutes before the scheduled pickup time. Before this time, the driver may be off duty, resting, driving, or attending to another service. All communication, requests, or service modifications must be handled directly through the ibiRide office.
8.5. Driver Contact Details: Driver contact details are provided exclusively to facilitate communication related to the scheduled service. These details must not be used for future bookings, service modifications, availability requests, quotations, or any other operational matters. All such requests must be addressed directly to ibiRide.
9. Limitation of Liability
9.1. Indirect Damages: We are not liable for any indirect, incidental, or consequential damages arising from the use of our services.
9.2. Force Majeure: We are not liable for delays or failures in performance resulting from acts beyond our reasonable control, including but not limited to natural disasters, governmental actions, or strikes.
10. Service Guarantee
10.1. Commitment to Punctuality: At ibiRide, we are dedicated to providing reliable and timely transportation. We recognize the importance of punctuality and strive to ensure every transfer meets this standard.
10.2. Guarantee Coverage:
10.2.1 Late Arrival Guarantee: If our chauffeur arrives more than 30 minutes late for a scheduled transfer, we will refund 50% of the service cost.
10.2.2. Service Failure Guarantee: If we are unable to provide the booked service, we will issue a full refund and an additional 100% compensation as a goodwill gesture.
10.3. Limitations of the Guarantee:
10.3.1. This guarantee is subject to our service terms and conditions.
10.3.2. Delays caused by circumstances beyond our control (e.g., traffic congestion, road closures, severe weather, mechanical issues, accidents) are not covered.
10.3.3. Airport pickups are excluded due to possible flight schedule changes.
10.3.4. Modified bookings (e.g., changes in pickup time, location, or vehicle type) are not covered.
10.3.5. Incorrect or incomplete booking details may void the guarantee.
10.3.6. If the client cannot be reached via the provided contact method, the guarantee does not apply.
10.3.7. If multiple access routes exist and we are not informed of the preferred one, the guarantee does not apply.
10.3.8. If the pickup/drop-off location is inaccessible for the booked vehicle, the guarantee does not apply.
10.4. Notification of Delays: Regardless of the reason, ibiRide will inform clients of any delays as soon as possible.
10.5. Claims Process: To request a refund or compensation, customers must submit a complaint via email, within 24 hours of the service delay or failure.
10.6. Dispute Resolution: If a claim is declined and the customer disagrees, they may escalate the matter to the relevant authorities.
11. Governing Law
11.1. Jurisdiction: This agreement shall be governed by and construed in accordance with the laws of Spain.