Terms of use

General information

These Terms of Use govern the use of the Servantrip technology platform (hereinafter, the “Platform”) and the website www.servantrip.com (hereinafter, the “Website”), owned by Servantrip Network SL, with Tax ID Number B87247359 and registered office at Calle General Perón, 22, 2nd Floor, Madrid, Spain.

By accessing and using this Website and the Platform, you (hereinafter, the “Affiliate”) declare that you have read and accepted these Terms of Use, and agree to comply with them in the version in effect at the time of access.

Servantrip reserves the right, at its sole discretion, to modify, update, or replace these Terms of Use at any time, as well as any other general or specific conditions applicable to the Website or the Platform. Such modifications shall take effect upon their publication on the Website, without the need for individual notification to the Affiliate. Continued use of the Platform following the publication of the changes shall imply acceptance of said changes.

Likewise, Servantrip may suspend or terminate the operation of the Website or the Platform for justified reasons, including technical, legal, or security reasons, endeavoring as much as possible to notify the Affiliate in advance and minimize service interruptions, without this giving rise to any right to compensation, indemnification, or claim on the part of the Affiliate.

Services provided by Servantrip

Servantrip acts as an intermediary between Service Providers (hereinafter, “Providers”) and the Affiliate, offering an online booking tool for services related to private chauffeur-driven vehicle transportation, activities, and tours. Under no circumstances does Servantrip act as a Provider of any of the services offered on the Platform.

Providers may offer their services, including descriptions, prices, and other relevant information, and Affiliates may search the Platform to find the service that best meets their requirements. The commercial relationship established for the service will exist solely between the Provider and the Affiliate.

Acceptance of the terms

Registration as an Affiliate implies full and unreserved acceptance of these Terms, as well as any other supplementary policies published on the Platform.

The Affiliate represents that it has sufficient legal capacity to enter into contracts and act on its own behalf or on behalf of the entity it represents.

Registration and user account

To access the services, the Affiliate must complete the registration process by providing accurate, up-to-date, and complete information.

The Affiliate shall be responsible for:

Maintaining the confidentiality of their login credentials.
All activities carried out from their account.
Immediately reporting any unauthorized use.

The Platform reserves the right to suspend or cancel accounts in the event of misuse or breach of these Terms.

Terms of use

The Platform and/or the Website allow Affiliates to access various content, information, and data provided by Servantrip in connection with the services (hereinafter, the “Content”). Servantrip reserves the right to modify at any time the layout, configuration, and location of the Platform and/or the Website, as well as the associated terms of access and use. Servantrip does not guarantee that the Content provided through the Platform and/or the Website is in all cases accurate, complete, or up-to-date.

The Affiliate agrees to make appropriate and lawful use of the Platform and/or the Website in accordance with applicable law, these Terms of Use, generally accepted standards of morality and good customs, and public order. The Affiliate must refrain from: (i) making unauthorized or fraudulent use of the Platform and/or the Website; (ii) accessing or attempting to access restricted resources of the Platform and/or the Website; (iii) using the Platform and/or the Website for illegal purposes, acts contrary to the provisions of these Terms of Use, good faith, and public order, harmful to the rights and interests of others, or that in any way damage, disable, or prevent the normal use or enjoyment of the Platform and/or the Website; (iv) cause damage to the Platform and/or the Website or to the systems of its Providers or third parties; (v) Introducing or spreading computer viruses or any other malicious or technical system capable of damaging the systems of Servantrip, its Suppliers, or third parties; (vi) attempting to access and/or manipulate data belonging to Servantrip, a third party, Suppliers, or other Affiliates; (vii) reproduce, copy, distribute, allow public access through any means of public communication, transform, or modify any content, unless the legal owner of the rights permits it, or it is legally permitted; (viii) obtain or attempt to obtain content using means or procedures other than those, as applicable, made available for this purpose.

Affiliates may only access the Platform through authorized means. It is the Affiliate’s responsibility to ensure that they have downloaded the correct Platform onto their device. Servantrip shall not be liable if the Affiliate does not have a compatible device or if they downloaded a version of the Platform that is incompatible with their device.

Access and registration on the Platform

To book services or register on the Platform, the Affiliate must complete the “Registration Form” provided. Servantrip reserves the right to freely accept or reject the Affiliate’s registration request. The information entered by the Affiliate in the registration form must be accurate, current, and truthful at all times.

Servantrip will provide the registered Affiliate with a temporary password, which will be required to access the Affiliate’s profiles, book services, and obtain service information. The Affiliate shall be responsible at all times for the security of their password, assuming full liability for any damages that may arise from its misuse, as well as for its transfer, disclosure, or loss. If the Affiliate forgets the password or is exposed to any other circumstance that may compromise it or grant access and/or use to unauthorized third parties, they must immediately notify Servantrip so that it may take the necessary steps to block and replace it. In any case, any transaction made before such notification shall be the responsibility of the Affiliate. The Affiliate shall be responsible for paying any costs and/or damages arising from any unauthorized access or use that occurs before such notification.

How the service works

The Platform allows you to:

View services offered by Providers.
Compare prices, terms, and availability.
Make reservations on your own behalf or on behalf of your end customers.

Providers are responsible for:

The accuracy of the information published.
The proper provision of the contracted service.
Compliance with applicable regulations.

Nature of the contractual relationship

The contractual relationship arising from the procurement of services is established exclusively between the Affiliate and the Provider.

The Platform acts solely as an intermediary and is not a party to said contract. Consequently, it does not guarantee the quality, suitability, or legality of the services provided, nor does it assume any liability for their performance.

Specific terms for transfer services

To make a reservation, the Affiliate must follow the booking procedure established on the Platform and ensure that they provide the correct Customer information in order to properly provide the service. The service may be canceled if the Affiliate fails to provide all the information necessary for the provision of the service or if they make errors regarding the origin and/or destination points during the booking process.

Services that have been successfully assigned or booked will be followed by an email sent to the provided email address, containing a summary of the purchase and a voucher with the service details, the provider’s information, and any additional instructions for the day of the service, such as waiting time, meeting point, etc. The Affiliate must verify the booking details on the voucher before the trip and report any errors; Servantrip is not responsible if the information entered at the time of booking is incorrect. Please take special care with airport transfer requests. The Affiliate is solely responsible for knowing their flight’s departure time and requesting the pickup time well in advance. Servantrip will not be liable for missed flights.

The customer must strictly follow the instructions on the service voucher to locate the driver and receive the contracted service. Depending on the Provider’s requirements, the customer may be asked to present the voucher to the driver before the service begins. If the voucher is not presented when requested, or if the instructions on it are not followed, the service may not be provided. Servantrip will not be held responsible if the Provider refuses to provide the service because the customer did not present the voucher or did not follow the instructions.

If, at the time the service is to be provided, the Customer is unable to contact or locate the driver, the Customer must contact the service provider directly using the contact information provided on the voucher.

If the issue is not resolved, the Customer should immediately contact Servantrip for assistance via one of the following phone numbers:

Spain: +34 910 606 390
U.S.: +1 786 453 4993
Mexico: +52 559 317 8632
Colombia: +57 601 915 9405

The Customer must contact Servantrip as soon as the incident occurs so that Servantrip has the opportunity to intervene and provide appropriate assistance.

If the Customer does not contact Servantrip immediately in the event of any problem or incident, Servantrip will be unable to take the necessary steps to resolve the matter, and the service may be considered a “no-show,” meaning that the Customer did not arrive at the meeting point as specified in the voucher, with no right to a refund.

The Affiliate confirms that all payment details provided are correct. The credit or debit card used belongs to the Affiliate and has sufficient funds to cover the cost of the service. Servantrip reserves the right to verify the Affiliate’s credit or debit card details before providing the service. If the information cannot be verified and payment is not made, we reserve the right to cancel the reservation on behalf of the Provider, who will not provide the Service.

All services must be booked in the name of the Customer, who will use them personally. The name provided at the time of booking must match the person receiving the service. Reservations made in the name of an affiliated entity, intermediary, or third party who will not personally use the service may result in the Service Provider denying the service.

The person using the service must be at least eighteen (18) years of age at the time of receiving it. By completing the reservation, the Customer confirms that the person receiving the service meets this minimum age requirement.

Transfer cancellations:

The Service will be provided by the Provider selected during the booking process (the Affiliate can find the Provider’s name on the receipt). These Providers offer their services in accordance with their own terms and conditions, which are binding on the Affiliate once they have accepted Servantrip’s Terms of Use.

The cancellation policy is always visible during the booking process. For transfers, the applicable cancellation policy is 24 hours before the service (local time), which means that if the cancellation is made 24 hours before the reserved date and time at the destination, there will be no charges, and 100% of the price paid will be refunded. If canceled within 24 hours of the transfer date and time at the destination (including “no- show” bookings), the reservation will incur a 100% cancellation fee.

Unless the Service Provider is forced to cancel the service due to force majeure or exceptional circumstances, the Affiliate will be notified as soon as possible and will be refunded the full amount. Servantrip will make every effort to provide a suitable alternative service, which may include a vehicle of a lower category or size, as appropriate. However, if the Affiliate does not agree to the alternative, no replacement service will be booked, but Servantrip will have no further liability to the Affiliate regarding the cancellation of the service.

If the Affiliate must cancel the reservation, it must be done through the same channel through which it was requested, never directly with the Provider. Servantrip will not be responsible for any refund if the Affiliate handles the cancellation directly with the Provider.

Any claim related to the Provider’s services must be directed directly to the responsible Provider, whose contact information is provided on the service voucher. The Platform may offer support or assistance in managing incidents, but assumes no responsibility for their resolution.

Delays

For airport transfer services, the driver will track the flight number specified in the booking confirmation.

Please note that we do not track delays or schedule changes related to trains, cruises, or any other mode of transportation other than flights. In such cases, the waiting time will not extend beyond the originally scheduled pickup time, and the waiting policies indicated in the reservation will apply.

If the scheduled flight is delayed, the Provider will make every effort to reschedule the transfer according to the new arrival time, subject to availability. However, if it is not possible to reschedule the flight, no refund will be issued.

In the event that the Customer misses their connecting flight, neither Servantrip nor the Provider will be liable for any refund, compensation, or modification of the reserved transfer service. Any claims arising from missed connections must be directed to the airline or, if travel insurance is available, to the Customer’s travel insurance company.

Furthermore, if the airline cancels the flight within 24 hours prior to the scheduled departure time, neither Servantrip nor the Provider will be liable for any refund related to the transfer service. Any claims in this regard must be directed directly to the airline or the Customer’s insurance provider.

Changes

Requests for changes may be submitted up to 24 hours before the scheduled date and time of the transfer (local time) via email to the address provided on the Platform. Servantrip cannot guarantee that such changes will be possible due to factors such as availability; however, it will do its utmost to accommodate the request. Any modification may result in a price adjustment, which will be communicated to and billed to the Affiliate. Reservations involving changes to the origin or destination locations, as well as modifications affecting the capacity of the contracted vehicle, are excluded from modification.

The Affiliate must request service modifications through Servantrip, never directly with the Provider. Servantrip will not be responsible for the service if the Affiliate arranges any modifications directly with the Provider.

Luggage capacity

Luggage dimensions are indicated during the booking process and serve as a guide to help you determine what luggage will fit in the vehicle selected by the Affiliate. Please note that the luggage referred to here is standard travel luggage and does not include special items such as strollers, wheelchairs, sports equipment, etc. If you are traveling with any of these special items, please contact Servantrip’s Customer Service team before booking the service.
If, at the time of service, the amount of luggage carried by the passenger exceeds the amount specified in the reservation, the driver has the right to refuse service.

Child car seat

The Affiliate is responsible for verifying in advance the applicable laws and regulations at the destination regarding the mandatory use of child seats.
Child seats or booster seats may be requested as an additional service after the reservation has been made by contacting us via the email address provided on the Platform, specifying the number of seats required and the ages of the children to be transported. The availability of child seats or booster seats is subject to confirmation. This service may incur an additional cost; any applicable surcharge will be communicated to the Affiliate at the time of the quote. Please note that in some cities the use of child seats is not mandatory, so Providers may not offer this service.
If the customer does not request the mandatory child seats or booster seats at the destination or refuses to accept the corresponding additional charges, the driver reserves the right to refuse to provide the service at the destination, without any right to a refund or compensation. This policy is necessary because operating the service without the legally required child restraint system may expose the driver and/or the Provider to fines, penalties, or other legal liabilities under applicable local laws.

Special services upon request

If the Affiliate requires any special services, such as an accessible vehicle, a high-capacity vehicle, assistance with special luggage, personalized service, or services that include pet transportation, please contact Servantrip Customer Service via email at the address provided on the Platform.

Complaints and claims

If the Affiliate has any complaints about the service provided, please send an email to the address listed on the Platform, including all available supporting evidence (such as WhatsApp messages, SMS messages, photographs, videos, receipts, or any other relevant documentation), and the Servantrip team will process it with the relevant Service Provider. Providing complete and accurate evidence is essential, as it will help the relevant service provider to properly review and evaluate the claim.

Claims must be submitted within 25 days of the service being provided. After this period, it will not be possible to conduct the corresponding investigation.

Specific terms and conditions for hourly driver services

To ensure accurate pricing and proper service delivery, the Affiliate agrees to provide complete, accurate, and detailed information as requested by Servantrip. This includes, but is not limited to, the service location, dates, times, special requirements, and any other relevant details necessary to prepare a quote.

Failure to provide sufficient or accurate information may result in delays, changes to the quoted price, or the inability to provide the service. Servantrip reserves the right to revise or cancel any quote if the information provided by the Affiliate is incomplete, inaccurate, or changes after the quote has been issued.

Any additional services, including, but not limited to, overtime hours that exceed the original quote or the scope of the agreed-upon service, are not included in the initial price and must be negotiated directly at the time with the driver of the vehicle representing the Service Provider.

The Affiliate is solely responsible for negotiating, accepting, and paying any additional charges directly to the Provider at the time the service is rendered. The Affiliate must request and retain a receipt for any additional payments made. Servantrip assumes no liability for services, charges, or additional payments not included in the original quote or the pre-approved service contract.

Cancellations for hourly driver services

The applicable cancellation policy will be specified at the time of the quote. By confirming the service, the Affiliate accepts the cancellation terms and conditions indicated in the written proposal sent by Servantrip, whether by email or through the Platform.

In the event of cancellation, any applicable refund will be processed strictly in accordance with the cancellation policy set forth in the quote. The amounts, deadlines, and requirements for the refund will depend on the notice period and the conditions established at the time of booking.

Except in cases of force majeure or exceptional circumstances that may require the Provider to cancel the service, the Affiliate will be informed as soon as possible and will be refunded the full amount. Servantrip will make every effort to offer a suitable alternative service, which may include a vehicle of a lower category or size, as appropriate. However, if the Affiliate does not agree to the alternative, no replacement service will be booked, but Servantrip will have no further liability to the Affiliate regarding the cancellation of the service.

In the event that the Affiliate must cancel the reservation, they must do so through the same channel through which they made the reservation, never directly with the Provider. Servantrip will not be responsible for the refund if the Affiliate handles the cancellation directly with the Provider.

Specific terms and conditions for Activities

The Affiliate must follow the booking procedure established on the Platform, ensuring that the form is completed with accurate and truthful customer information (email address, phone number, passport number, and/or any other information necessary to complete the booking). Bookings made through the Servantrip website are subject to the specific terms and conditions of the Providers registered with Servantrip, which are detailed on the activity description page, and are binding on the Affiliate once the purchase is made. However, the Provider may apply additional terms and conditions to the service, and the Affiliate accepts such additional terms by accepting our terms of use.

Please note that the duration of the activity is approximate and may vary slightly depending on how the activity unfolds or due to factors beyond the control of the Provider and/or Servantrip. Furthermore, if the Affiliate is dissatisfied with the quality or other aspects related to the activity, unfortunately this is beyond Servantrip’s control and we are not liable.

Some activities require the customer to be at a specific location and time, wear certain clothing, bring special equipment, or present valid identification. This information appears in the activity description displayed on the Platform, as well as on the voucher. The Affiliate is responsible for communicating all these requirements to the end customer and ensuring that they are met. Servantrip shall not be liable for any failure by the end customer to comply with these conditions, nor for any consequences arising from the Affiliate’s failure to provide the necessary information.

Once payment for the activity has been authorized through the website, a confirmation email containing a summary of the purchase and a voucher will be sent to the email address provided by the Affiliate. Vouchers must be presented to the Provider in accordance with the established terms and conditions. Servantrip shall not be liable if the Affiliate fails to present said voucher to the Provider or fails to arrive on time at the meeting point on the specified date.

If the Provider makes any significant changes to the activity, the Affiliate and/or the Customer will be notified as soon as possible, based on the contact information provided in the reservation. In such cases, Servantrip will do everything possible to offer the Affiliate a suitable alternative, which may include cancellation, modification, or substitution of the activity. However, if the Affiliate does not agree with the alternative offered, they will be refunded 100% of the amount paid, but Servantrip will have no further liability to the Affiliate or to the end customer.

The Affiliate must be certain of the type of Ticket they are purchasing, including individual and group tickets. Purchasing a large number of individual tickets instead of group tickets may not guarantee access to the attraction, as this is subject to the Suppliers’ terms and conditions.

Changes to Activities

All non-refundable service reservations are strictly non-transferable and cannot be modified. The Affiliate is solely responsible for ensuring that all information provided at the time of purchase (including, but not limited to, dates, times, passenger details, and any other relevant information) is accurate and complete. No changes will be permitted once the reservation has been confirmed.

For activities that allow modifications, the Affiliate may submit a change request to Servantrip’s Customer Service team. The team will do its best to coordinate the requested modification with the Provider; however, approval of any change is not guaranteed and will be subject to factors such as availability, the Provider’s policies, and operational limitations.

Cancellations and refunds for Activities

Each activity available on the Platform has a specific and strict cancellation policy, defined by the activity provider, which establishes a cancellation period and whether or not any penalties apply.

Except in cases of force majeure or exceptional circumstances that force the Provider to cancel the service, the Affiliate will be notified as soon as possible. Servantrip will do everything possible to find suitable alternative services for the Affiliate. However, if the Affiliate does not agree with the alternative offered, they will receive a 100% refund, but Servantrip will have no further liability to the Affiliate regarding the cancellation of the service.

The Affiliate must cancel the reservation through the same channel used to make the reservation, never directly with the Provider. Servantrip will not be responsible for the refund if the Affiliate handles the cancellation directly with the Provider.

Specific terms and conditions for MICE Services

To ensure accurate pricing and the proper provision of personalized service, the Affiliate agrees to provide complete, accurate, and detailed information as requested by Servantrip. This includes, but is not limited to, the type of service, location, dates, times, special requirements, number of passengers, and any other relevant details necessary to prepare a quote.

Failure to provide sufficient or accurate information may result in delays, changes to the quoted price, or the inability to provide the service. Servantrip reserves the right to revise or cancel any financial proposal sent to the Affiliate via email or through the platform if the information provided by the Affiliate is incomplete, inaccurate, or changes after the quote has been issued.

Cancellations for MICE Services

The applicable cancellation policy will be specified when Servantrip sends the quote to the Affiliate, either via email or through the Platform. By confirming the service, the Affiliate accepts the cancellation terms and conditions indicated in the quote.

In the event of cancellation, the corresponding refund (if applicable) will be processed strictly in accordance with the cancellation policy stipulated in the quote. The amounts, deadlines, and requirements for the refund will depend on the notice period and the conditions established at the time of booking.

Except in cases of force majeure or exceptional circumstances that compel the Provider to cancel the service, the Affiliate will be informed as soon as possible and will receive a full refund. Servantrip will make every effort to offer a suitable alternative service, which may include a lower-category service, if applicable. However, if the Affiliate does not agree to the alternative, no replacement service will be booked, but Servantrip will have no further liability to the Affiliate regarding the cancellation of the service.

If the Affiliate needs to cancel a reservation, they must do so through the same channel used to make the reservation, never directly with the Provider. Servantrip will not be responsible for any refund if the Affiliate handles the cancellation directly with the Provider.

Specific terms for Multi-day Tour

The Affiliate must follow the booking procedure established on the Platform, ensuring that the form is completed with correct and accurate customer information (email, phone number, passport, and/or any other information necessary to complete the booking). Bookings made through the Platform are subject to the specific terms and conditions of our Providers, included on the tour services description page, and are binding on the Affiliate once the purchase is made. However, the Provider may apply additional terms and conditions to the service, and the Affiliate accepts such additional terms by accepting our Terms of Use.

The minimum age to book a Multi-day Tour is 18 years old. All minors must be accompanied by a responsible adult for the entire duration of the tour. The adult making the reservation accepts these Terms and Conditions on behalf of all minors included in the reservation and assumes full responsibility for their care, conduct, and compliance with these Terms. All prices shown on the website are per person and apply to the tour. Prices are subject to change until the reservation is confirmed.

Please note that the duration of the Multi-day Tour is approximate and may vary slightly depending on how the tour unfolds, or due to any factors beyond the control of the Provider and/or Servantrip. In any case, the Provider will ensure that the main visits are maintained. If the Affiliate is not satisfied with the quality or other aspects related to the performance of the Multi-day Tour, unfortunately this is beyond Servantrip’s control and we cannot assume any responsibility in this regard.

The Customer is responsible for adhering to the agreed itinerary and for being punctual for all scheduled departure times. Servantrip and/or the Provider shall not be liable for any failure, interruption, or delay in the provision of services resulting from the Customer’s failure to comply with the instructions or scheduled times. Failure to attend or use any optional or additional services purchased will not entitle the Customer to any refund or compensation.

Once the Multi-day Tour is confirmed, a confirmation email with a summary of the purchase and the corresponding voucher will be sent to the email address provided by the Affiliate. Between 15 and 20 days prior to the start of the Multi-day Tour, a “Welcome Letter” will be sent to the Participant. This “Welcome Letter” will include the passenger’s details, information about accommodations, full details of transfers, emergency contact numbers (for transfers and excursions), and all relevant information necessary for the proper conduct of the Multi-day Tour.

Accessibility and limited mobility

The Multi-day Tour, services, and activities offered through this Platform are not, in general, designed or adapted for people with limited mobility. In compliance with the regulatory provisions applicable to the service, Royal Legislative Decree 1/2007 of November 16, if any passenger has reported special needs, the Affiliate must first verify such condition and coordinate with the provider regarding the feasibility of the reservation, ensuring that these needs can be met before confirming the reservation.

Servantrip is not liable for any consequences arising from the Affiliate’s failure to provide information or notify of special needs, nor for any accessibility limitations that may exist at the destinations, accommodations, or activities included in the Multi-day Tour.

Customer/participant responsibilities

It is the customer’s responsibility to:

Review and confirm the complete itinerary before the start of the Multi-day Tour.
Arrange and be responsible for transportation from their hotel to the designated meeting points for the booked excursions and activities.
Arrive on time at the meeting points specified in the itinerary.
To bear the cost of any additional transfers not expressly included in the Multi-day program.
To verify the times and starting locations for each activity included in the Multi-day Tour.

What the Multi-day Tour includes

The Multi-day Tour includes only the services expressly specified in the description of the booked Multi-day Tour.. Generally, the following services apply when specifically mentioned in the itinerary:

Hotel accommodations according to the category specified in the tour itinerary.
Transportation between cities during the Multi-day Tour.
Guiding services are provided as per the itinerary. These may be self-guided, led by a professional guide, or partially guided. The specific type of service included is clearly indicated in the description of each Multi-day Tour.
Visits and excursions specifically detailed in the itinerary.
Meals (breakfast, lunch, or dinner) will only be served when specified in the daily program.

Services not included and optional extras

The Multi-day Tour does not include flights, whether domestic or international, nor any services not explicitly mentioned in its description. For example:

Tips for guides, drivers, or hotel staff.
Meals and beverages not specified in the itinerary.
Personal expenses and services not mentioned.
Tourist taxes (unless otherwise indicated).
Transfers from the hotel to meeting points not specified in the program.
Travel insurance.

Additional services

During the booking process, the customer may add additional services, provided that the selected tour offers such options. For example:

Additional accommodations before or after the Multi-day Tour.
Excursions or activities suggested in the itinerary but not included in the basic program.
Additional transfers not specified in the Multi-day Tour.
Baby seats, SIM cards for phones, special equipment.
Any other additional services contracted by the customer outside of the Multi-day Tour.

Limitation of liability

The user assumes full responsibility for their participation in the Multi-day Tour. By booking the Multi-day Tour, the Affiliate releases Servantrip, its employees, directors, agents, and Suppliers from any legal, civil, or criminal liability for:

Accidents, loss, damage, or injury occurring during activities.
Loss or damage to personal luggage and valuables.
Failure of services provided by third-party suppliers.
Changes to itineraries due to force majeure or circumstances beyond our control.
Expenses resulting from passengers’ incorrect documentation.

Baggage policy

Baggage allowances are subject to the restrictions of each transportation provider participating in the Multi-day Tour.
It is the customer’s responsibility to verify baggage limits with each airline or transportation provider included in the multi-day package.
Servantrip is not liable for the loss, damage, or delayed delivery of luggage.
We recommend purchasing additional luggage insurance.
Special luggage (sports equipment, medical equipment, etc.) must be disclosed at the time of booking the Multi-day Tour.

The Affiliate acknowledges and shall inform the end consumer that the end consumer is solely responsible for the safekeeping of their luggage during transfers and activities. In the event of loss or damage to luggage, any claim must be handled directly by the end consumer with the relevant carrier, as the safekeeping of luggage is not part of the travel services included in the tour offered through the Platform.

Documentation and requirements

The Affiliate is responsible for informing the end customer of all entry requirements, visas, documentation, and health conditions applicable to the destination of the contracted services, as established by Royal Legislative Decree 1/2007 on package tours and linked travel arrangements.

Servantrip provides, when available, general information regarding these requirements; however, the verification and compliance with such information is the sole responsibility of the Affiliate and the end customer. Servantrip assumes no liability whatsoever for the end customer’s failure to comply with these requirements or for any consequences arising from the lack of information provided by the Affiliate.

It is the responsibility of the Affiliates to provide information to all passengers regarding the obligation to:

Verify entry, passport, visa, and vaccination requirements for all countries you will visit during the Multi-day Tour.
Carry valid documentation with you at all times during the Multi-day Tour.
Purchase travel insurance that covers the entire tour before departure.
Inform the end customer about the option to purchase insurance covering risks related to the trip or service, such as cancellation, medical assistance, lost luggage, or other unforeseen events. Servantrip assumes no liability for the end customer’s decision to purchase or not purchase such insurance.

Servantrip will not be held responsible for denied entry or expenses resulting from incorrect or incomplete documentation.

Changes to Multi-Day Tour

Requests for changes will only be processed if submitted before the “Welcome Letter” is issued and provided that the terms and conditions of the multi-day tour permit such changes. All requests for changes must be sent to the email address listed on the Platform. All changes are subject to availability and may incur additional costs.

Cancellations for multi-day tour

The cancellation policy applicable to multi-day packages will be clearly displayed in the booking description and will apply if the Affiliate needs to cancel the booking.

For optional additional services:

In general, the cancellation of additional services (extra accommodation, optional
Some additional services may have stricter cancellation policies than the multi-day tour.
The customer’s decision not to use additional services does not entitle them to a refund.

Partial cancellations are not permitted; in the event of a cancellation, it will apply to the entire multi-day reservation.

In the absence of a specific cancellation policy for multi-day reservations, both at the time of booking and on the voucher, the following cancellation fees will apply:

60 days or more before the tour start date: 40% penalty.
Between 30 and 59 days before the tour start date: 60% penalty.
Between 15 and 29 days before the tour start date: 80% penalty.
Between 0 and 14 days before the start date: 100% penalty.
Administrative fees are non-refundable under any circumstances.

Complaints and claims regarding multi-day tour

If the customer has any complaints about the service provided, they must immediately notify the tour guide so that the issue can be resolved on-site. If the complaint is submitted after the multi-day tour has ended, the Affiliate may send an email to the address provided on the platform, including all available supporting evidence (such as WhatsApp messages, SMS messages, photographs, videos, receipts, or any other relevant documentation), and the Servantrip team will process it with the relevant Service Provider. Providing complete and accurate evidence is essential, as it will help the relevant service provider properly review and evaluate the claim.

The Merchant acknowledges that any complaint filed by the end customer regarding the contracted services must be handled and processed diligently, in compliance with applicable legal deadlines. Servantrip will facilitate the receipt of the complaint and communication with the relevant Provider, but the Affiliate shall be responsible for addressing and resolving the complaint in accordance with current regulations, within its scope of management, clearly informing the end customer of the means through which they may file complaints and claims, regardless of their place of residence, including the same channel through which they contracted the services, and must respond to received complaints as soon as possible and, in any case, within a maximum of fifteen days from the filing of the complaint, as well as, where applicable, provide information on the out-of-court dispute resolution system and, if applicable, on the dispute resolution body to which the Affiliate is affiliated and on the online dispute resolution platform for consumer matters.

Intellectual and industrial property rights

The Affiliate acknowledges and agrees that all intellectual property rights in the content and/or any other element on the Platform and/or Website (including, but not limited to, trademarks, logos, trade names, text, images, graphics, designs, sounds, databases, software, flowcharts, presentations , audio, and video) belong to Servantrip.

Servantrip authorizes the Affiliate to use, view, print, download, and store Content and/or elements on the Platform and/or Website solely for personal, private, and non-commercial use, and to refrain from any act of decompilation, reverse engineering, modification, disclosure, or distribution.

Any other use or exploitation of any content and/or other elements on the Platform and/or Website other than those provided shall require prior authorization from Servantrip.

Disclaimer of warranties and liability

Servantrip does not guarantee the availability and continuous operation of the Platform and/or the Website. Consequently, Servantrip shall in no event be liable for damages arising from: (i) lack of availability or accessibility to the Platform and/or the Website; (ii) interruption in the operation of the Platform and/or failures in the Website or computer, telephone failures, disconnections, delays, or blockages caused by deficiencies or overloads in telephone lines, data centers in the Internet system, or other electronic systems of the Site occurring during their operation; and (iii) other damages that may be caused by third parties through unauthorized interference beyond Servantrip’s control.

Servantrip does not guarantee the absence of viruses or other elements on the Platform and/or the Website introduced by a third party to Servantrip that may cause alterations to the physical or logical systems of Affiliates or to electronic documents and files stored on their systems.

Consequently, Servantrip shall in no way be liable for damages of any kind caused by the presence of viruses or other elements that may cause alterations to physical or logical systems, Affiliates’ files, or electronic documents.

Servantrip takes various security measures to protect the Platform, the Website, and their content against cyberattacks by third parties. However, Servantrip does not guarantee that unauthorized third parties will comply with the conditions, characteristics, and circumstances under which Affiliates access the Platform and/or the Website.

Consequently, Servantrip shall not be liable for any damages that may result from such unauthorized access.

By accepting these Terms of Use and Conditions, the Affiliate releases Servantrip, its parent company, directors, partners, and employees from any liability arising from: (i) a breach by the Affiliate of any provision contained in these Terms of Use or of any law or regulation applicable thereto; (ii) a breach or violation of the rights of third parties, including, but not limited to, third-party carriers; and (iii) a breach of the agreed-upon permitted use of the Platform and/or the Website.

Servantrip provides the Affiliate with ground transportation services that are provided outside the company. Servantrip shall not be responsible for the suitability, legality, or capacity of the Provider, hereby exonerating Servantrip from any obligation, claim, or damage arising from factors related to the third party. Servantrip will maintain a neutral position and will not act on behalf of any party in the event of a dispute between Affiliates and Providers. Any liability or obligation arising from the relationship between the Affiliate and the Providers, whether through software or services, falls solely on the Affiliate, with all the implications that this entails. Servantrip does not assess the suitability, legality, or capacity of the service provided, and the Affiliate waives and exonerates Servantrip from any obligation, claim, or damage arising as a result of the relationship between the Affiliate and the third party in both categories of software use or services.

At Servantrip, we are committed to offering the best services to our customers. However, the quality of the service provided is the responsibility of the Providers.

Assignment

The Affiliate may not assign its rights and conditions under these Terms of Use without the prior written consent of Servantrip. Servantrip may assign, without obtaining any prior consent from the Affiliate, these Terms of Use to any entity belonging to its group of companies worldwide, as well as to any person or entity that succeeds it in the conduct of its business for any security reason.

Applicable law and jurisdiction

These Terms of Use and the relationship between Servantrip and the Affiliate shall be governed by and construed in accordance with Spanish law. All parties agree to submit to the exclusive jurisdiction of the courts of Madrid for the resolution of any dispute related to these Terms of Use or the relationship between them.

Refund policy

Servantrip uses the electronic payment system with credit cards and other electronic payment methods. We work with an accredited Provider for electronic payments in charge of managing credit card data and payments. Servantrip does not store Affiliates' payment information.

The amount charged is based on the price shown on our Website on the date and time when the service request is made. The booking will not be confirmed until full payment has been received. Once Servantrip has received the payment, the booking will be made with the Provider.

If a refund is made, it will be processed and a credit will be automatically applied to the original credit card or payment method, within 48 hours after the cancellation. However, it may take several days to appear on your credit card or bank statement, depending on the issuing bank. For that, please contact your bank.