Terms & Conditions

The following terms and conditions apply to all bookings. Please take a moment to read them before making a booking.
In these terms and conditions, the following definitions apply:

“Company”, “we”, “us”, “our” means Platinum Tours.
“Customer” means the person who pays for the booking.
“Passengers” means all passengers named on the booking.
“Lead passenger” means the first passenger named on the booking.
“You” and “your” means all passengers named on a booking. Any person within your group who is travelling with us.
“The Transport Manager” means the professional transport driver that will perform the transfer.
“Booking” means the booking for transport services made with us.
“Transport service” means any service provided by us for the carriage of passengers by road and includes any other service provided by us relating to or incidental to that carriage.
“Booking confirmation”, “confirmation” means the written confirmation of the Booking we will send to you by email.
“Contract” means the booking and these terms, and any other terms and conditions stated to apply to the booking.
“Terms” means these terms and conditions.

We provide transport services, for individuals and groups.
For trading purposes, we have the telephone number +34 634 387 488 and operate through Facebook with email address platinumtoursspain@gmail.com. For the purpose of providing our service, we deliver a professional service for transporting people, holding the relevant licences and permits required by national law for this activity.
In no case shall the transport services be considered as package travel in the terms of Council Directive 90/314/EEC, of 13 June 1990, or in the terms of the Spanish Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law on the Protection of Consumers and Users and other supplementary laws, and therefore the Company shall in no way be considered a travel agency.
We offer transport management services for individuals or groups.
Before requesting a service, you should ensure that you have read and understood these terms, as they will govern any subsequent contract. By making a booking, you confirm you have read these terms and accept to be bound by them.

The person making the booking must be at least 18 years of age and has the responsibility to follow the booking process, ensure all the details provided are correct and complete, and to ensure full payment is made.
Upon entering into a contract with Platinum Tours, the Company will undertake the necessary formalities to organise the requested services.
The contract becomes legally binding only when you have received your confirmation by email. In the event of the Company not being able to provide the requested services, you will be informed and reimbursed the full amount, leaving us with no further liability to you.
You are required to acknowledge all notifications we make to you. However, in the event that you fail to acknowledge receipt of an email, the records that exist on our email server shall be considered as proof of receipt.

We accept all widely used payment methods including credit card (MasterCard/Visa), debit card (Visa/Delta, Visa/Electron) Prices are charged in Euros. Payment must be made in full at the time of booking.

The booking confirmation includes your requested destination/pickup, your accommodation address in Spain and any other services. Any changes to these or any other details must be sent in writing by email to platinumtoursspain@gmail.com prior to the date of travel and will not take effect until checked with us and confirmed to you.
You are liable for any increased service cost resulting from requested changes. No refund is due for changes within less than 48 hours of the pickup time stated on your booking.
Once the contract becomes legally binding, the customer is requested to notify us of any errors therein not less than 48 hours prior to the arranged pickup.  

Any cancellation of contract must be made in writing by email address to platinumtoursspain@gmail.com. If we receive your cancellation request more than 48 hours before the scheduled pickup time you will be refunded.

If we need to make a significant change to the conditions of the service, or need to cancel the service, we will inform you as soon as possible.
In rare instances we may need to cancel your booking. In such circumstances you will be refunded in full, but we shall have no further liability to you arising out of such cancellation. We will, however, use all reasonable efforts to try and find suitable alternatives for any confirmed booking subsequently cancelled by us.

It is obligatory under Spanish law that vehicles which accommodate up to 8 passengers provide infants 0 to 13kg with baby seats. Likewise, children weighing between 13kg and 36kg, or a maximum height of 135cm, must have child seats. These can be booked when making your reservation or alternatively you can bring it/them with you.
If you wish to bring your own child or booster seat, we must be advised of this information before you travel. This is to ensure that the vehicle can accommodate the seat. Our vehicles have two seats with ISOFIX points. Customers using their own baby seat do so at their own risk.
The lead passenger must ensure that the child is properly secured in the child restraint device. The company assumes no liability resulting from failure to use and/or resulting from incorrect use of the restraint device.

All children and infants count towards the occupancy of the vehicle, regardless of age, and thus should be included in the total number of passengers at the time of booking.

Disabled passengers using our services must be able to board the vehicle independently or with the assistance of those in their party. We are only to transport foldable wheelchairs.

Transportation of Golf and sports equipment must be pre-booked.

During the booking process you are given the opportunity to pre-book extra stops. Any extra stops must be clearly indicated at the time of booking so that an extra service charge can be levied. Extra charges for these services will be agreed at the time of the booking confirmation.

We offer a food shopping service prior to your pickup. Please indicate at the time of booking if you wish to use this service. Further details will be sent.

As these tours are catered to individual client needs, the terms and conditions will therefore differ. These will be given when the full scope of itinerary is agreed between the client and Platinum Tours by way of the booking confirmation and contract.

We strongly recommend that you contract travel insurance which is adequate for your needs. Please read all the contract details and print the documentation so that you can take it with you when you travel. Comprehensive travel insurance will cover you for many eventualities that are beyond our control.

If we fail to comply with these terms, we shall only be responsible for any loss or damage caused via our Public Liability Insurance.

We accept no liability and will not pay any compensation where the performance of our obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond our reasonable control including, but not limited to, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, accidents suffered by third parties on the transfer route, police checkpoints, unusual traffic levels, or industrial action. 

All contact related to the amendment of booking information must be requested by email.
In the event of unavoidable alterations to the contract, we will inform you by emailing the address provided by you at the time/moment of booking. The same system applies to all other advisory emails which we may send to you. It is therefore essential that you check that the email address provided by you is correct and that you read any incoming emails up to the time of your transport service.

We offer a range of services. These are private transport services. Whilst reasonable effort is made to ensure that pickup times are respected, they are not guaranteed.
For non-airport collections, we must receive your telephone call within 30 minutes of your scheduled pickup time. An electronic record of all calls received to the 24/7 numbers are kept by a third-party telecom provider and shall be used as proof in the event of a dispute as to whether the numbers were called or not. Unused transfers are not refundable and alternative transport costs will not be reimbursed unless pre-authorised by us. If authorised to take alternative transport, please ensure that you obtain a receipt and submit it to us for review. No payment will be due for travel expense claims submitted without valid receipts.
You are responsible for checking the agreed pickup time and for ensuring that you arrive at the pickup point with enough time to check in or make any other preparations for your journey.
We will arrange for you to be picked up and set you down as close as possible to the given addresses. In the event that access via a conventional route is closed, we will, at your express request, use a longer route to reach the agreed destination. In such instances, you may be liable for any additional costs.
In the event that you are unable to locate the driver of your private transfer, it is your responsibility to contact us on the 24/7 telephone numbers contained on your booking confirmation. If you fail to call these numbers and we are unable to provide the service, we will be relieved of our obligations and a refund will not be due. If we cannot locate you, we will call the mobile phone number provided in the booking. Please ensure that you travel with this mobile phone and that it is switched on while you are waiting for your luggage or clearing customs. If we cannot locate you or reach you on the number provided, we will be unable to provide the service and a refund will not be due.

If for any other reason you fail to be at the pickup point within a reasonable time after the scheduled collection time specified, we will try to contact you on the mobile telephone number you have provided.
In the event that your arrival transportation is delayed, we will reschedule the transport service and you will be picked up at the new arrival time, subject to availability. In the case that there is no availability, you will be refunded in full.
If it is not possible to speak to you because you have not provided an operational mobile telephone number at the time of booking, you have no or poor connection, no signal, activated voicemail or the call is unanswered, the service will not be provided and we are immediately relieved of our obligations and a refund will not be due.
All contracted transfer services fall within the scope of the public liability cover of our insurance policy.
Whilst we endeavour to provide SMS confirmation messages when requested, this service is dependent upon telephone networks that are beyond our control. If a text message is lost or delayed the customer shall refer to information provided by email.

For airport transfers, each passenger has a luggage entitlement of 1x check in bag or suitcase, 1x hand luggage L56 x W45 x H25cm. All luggage must be declared at the time of booking. Smaller items that fit in the passenger footwell, such as a camera case, handbag or small shoulder bag, do not need to be declared. We cannot be held responsible for locating any lost luggage. Extra luggage may incur an additional discretionary cost.
Your acceptance of the proposed contract and its terms and conditions is considered as tacit agreement that under no circumstances will you include in your luggage, nor carry on your person, any object in contravention with the legislation of the country in which the transfers will be offered (firearms etc), nor those likely to be injurious to any third party, nor any items of excessive size, weight, fragility or perishability.
Guide dog / assistance dog, animals up to 15kg are allowed in a pet carrier measuring L68 x W51 x H47cm. Prior booking is needed.

By entering into this contract you implicitly declare that: You are of legal age and in full use of your mental faculties thus enabling you to comply with all your legal responsibilities concerning this agreement. You are aware of the extent of the services which are the object of this contract, of the aforementioned information concerning us, of the content of these terms and conditions. The credit or debit cards that you use belong to you and that there are sufficient funds to cover the cost of the service. You understand that you must notify us as soon as is reasonably possible of any alteration to the details that you have provided.
The services to be supplied are in accordance with the details specified in email. It is your responsibility to provide at the time of reservation full and accurate addresses for the pickup and destination points. If the details of the email are incorrect you must contact us immediately to rectify these. Particular care should be taken when completing the reservation to ensure that all compulsory fields as indicated by an asterisk (*) have been filled in accurately. We are not liable for any reservations made which are impossible to carry out and you will not be reimbursed for such reservations.
You are solely responsible for carrying all documentation necessary for frontier crossing. We hereby refute all liability and refuse to incur any supplementary expenses caused by failure to carry these documents or by failure to observe customs, police, tax authorities or administrative rules of those countries where entry is required.
In the event of us having to pay a deposit or fine to the authorities of other countries as a result of your failure to observe the laws, regulations, etc. or other travel requirements of those countries which you intend to enter, leave or pass through, you will be held solely responsible for reimbursing us, and we reserve the right to hold any of the monies already paid to us until you can provide proof of reimbursement of such fines, charges etc.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to the transfer vehicle (including without limitation specialist cleaning) or for any items that are missing when you leave.
We reserve the option not to accept future bookings in the event of serious or repeated incidents involving any customer.

We are committed to protecting your privacy and security. All personal data, domiciliary data, those related to their payment method or others are incorporated into our databases, being used only to process the booking. They are eliminated from our databases once the purpose for which they were captured has expired, as established by law. Platinum Tours ensures the confidentiality of the data provided by our clients and guarantees that in no case will they be transferred to third companies or people outside our organisation without their express consent. Platinum Tours may use some information to contact you for offers and services relating to Platinum Tours only.

In entering into this contract you tacitly accord to us the right to refuse to transport any passenger who, at the driver’s discretion, may be under the influence of alcohol or drugs and those whose behaviour may be considered dangerous to the driver of the vehicle, to other passengers or to themselves.
No alcoholic drinks may be carried in our vehicles for the purpose of on-board consumption. This prohibition extends to narcotics.
Smoking is forbidden inside vehicles or the immediate vicinity.
Eating inside the vehicle is not allowed.

If the service you received from our driver does not meet your expectations, this must be immediately reported to us and, if possible, at the moment the problem occurs. Complaints received after the transfer service has been completed and which were not brought to our attention at the time of the transfer may not be upheld as we were not given an opportunity to intervene or otherwise provide assistance.
Written complaints, and to report an issue, should be received no later than 28 days after your return date and sent by email to platinumtoursspain@gmail.com.

These administrative terms and conditions and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with Spanish law. Disputes or claims arising out of or in connection with these administrative terms and conditions (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the Spanish courts.