Terms and Conditions

The owner of this website and of the travel agency business is Travel Care IO, S.L., trading under the travel care brand. We are a Spanish travel agency, registered in the relevant tourism register. You can find all of our identifying details (company name, registered address, tax ID, registry details, travel agency licence number and the details of the insolvency guarantee we hold) in our Legal Notice.

Using the website and, in particular, completing any booking means that you have read, understood and accepted these Terms and Conditions, as well as our Privacy Policy. If you do not agree with them, we ask that you do not use the platform or make any bookings.

travel care acts in two distinct capacities, depending on what you book:

• As an intermediary or retailer of individual services provided by third parties (hotels, airlines, activity providers, tour operators, etc.). In these cases we make the search, the booking and the issuing of travel documents easier, but the contract for the service itself is entered into with the provider that supplies it, and it is their specific conditions that govern that service.
• As an organiser or retailer of packages, when in a single booking you combine two or more different travel services. In that case we take on the responsibilities that package travel legislation assigns to the organiser or, where applicable, the retailer (see the Package travel section).

In every case, before you confirm, we show you which providers are involved and which conditions apply, so that you know exactly what you are booking.

At travel care your email address is your identity: we neither use nor store passwords. You sign in using a magic link or a one-time code that we send you by email, and you can optionally enable two-step verification (TOTP) for greater security.

This means the security of your account depends directly on the security of your email account: keep access to your email protected and do not share the links or codes we send you. You are responsible for the activity carried out through your account.

We may suspend or cancel access to an account in the event of fraudulent or abusive use, or use that is contrary to these terms or to the law, informing you whenever possible.

The process is simple: you search, select and confirm. Before you confirm, you will see the final price and the conditions applicable to the service or services you have chosen.

• Real-time availability and prices. Prices and availability come from the providers and may change up until the moment of confirmation. For this reason, quotes have a limited validity period: if it expires, you may have to run the search again.
• Taxes included. The prices shown include the applicable taxes. We apply the special scheme for travel agents (REAV); for this reason we do not break down internal VAT or margin amounts.
• Obvious errors. If a price contains an obvious error (for example, a figure that is clearly disproportionate due to a technical fault), we may correct it or decline the booking, informing you and offering you, where appropriate, a refund of any amount paid.

We accept several payment methods:

• Card via Redsys.
• Bizum (available in Spain only).
• Card and alternative methods via Revolut.
• Cryptocurrencies through on-chain payment, on EVM and Solana networks, with stablecoins and leading tokens.

Payment is taken before the provider confirms the service. We charge in order to be able to manage and confirm your booking with the provider; if for any reason the service cannot be confirmed, we will arrange the corresponding refund.

Optional instalment payment. On certain bookings you can opt for a payment plan (an initial deposit and the remaining amount), linked to the cancellation schedule of the service itself. If you do not pay an instalment on time, the booking may be put on hold or cancelled in accordance with that schedule.

Payment with cryptocurrency. On-chain payments are recorded in public and immutable ledgers and on-chain transfers are irreversible. Always check the amount and the network before sending. Where a refund of a payment made in crypto is due, it is processed manually, at the value and under the conditions indicated in each case.

Multiple currencies. We display prices in different currencies (the euro is our internal reference currency). The amount in your currency may vary slightly from another reference because of the exchange rate applicable at any given time.

Each service is governed by its own policy on changes and cancellation, which we show you before you confirm and which is recorded in your booking. As a general rule, many services are free to cancel up to a certain date and, from that point on, carry charges that may amount to the full price.

• Non-refundable rates and no-shows. Some rates do not allow cancellation or changes, and failure to show up may mean losing the full amount.
• Packages. When a booking combines several services, cancellation is coordinated as a whole and the rules in the Package travel section apply.
• Refunds. Any refunds due are paid using the same payment method used for the purchase (for crypto, manually), within the time limits set by the applicable legislation and each provider.

To arrange any change or cancellation, contact us as soon as possible through the support channels; the sooner we act, the better your chances of keeping charges to a minimum.

When, in a single booking, you combine two or more different travel services, the law grants you especially strengthened protection. This section sets out, in full, the package travel conditions that form part of your contract. It is based on Directive (EU) 2015/2302 and on Royal Legislative Decree 1/2007 (the consolidated text of the General Law for the Protection of Consumers and Users, hereinafter the TRLGDCU), arts. 150 to 165, as in force since 1 July 2018.

1. What a package is

A package exists when, for one and the same trip or holiday, you book in a single reservation at least two different types of travel service: for example, accommodation + flight, accommodation + activity or excursion, accommodation + transfer, or a guided tour or grand tour that already includes several services. Simply adding two services of the same type (two hotels, for instance) is not enough: they have to be services of a different nature.

When your booking is a package, the strengthened rights in arts. 150 to 165 of the TRLGDCU apply to you: a single party responsible for the proper performance of the whole trip, strict limits on price revision, clear cancellation and modification rules, and protection against insolvency.

2. Information before you pay, and acceptance

Before you pay, we show you within the booking process itself the main characteristics of the trip (services included, dates, destinations), the total price with all taxes and charges, and the payment terms. All the pre-contractual information required by law is built into that booking flow and into these Conditions.

To confirm, you must accept these Terms and Conditions —which contain the complete package travel conditions you are now reading— together with the Privacy Policy. There is no separate document, nor any form sent separately: acceptance takes place before payment and is recorded as part of the booking. Without that prior acceptance, the package is not confirmed.

3. Our role and our liability

In packages we act as the organiser or, depending on the case, as the retailer, taking on the responsibilities that the legislation assigns to that role. In accordance with art. 161 TRLGDCU, we are liable for the proper performance of all the travel services included in the contract, regardless of whether they are carried out by other providers (hotels, airlines, local operators, etc.). Under Spanish law, the organiser and the retailer are liable jointly within their respective spheres, and jointly and severally where either of them handles a complaint incorrectly.

4. Price and price revision

The agreed price may only be revised upwards (art. 158 TRLGDCU) if this has been expressly reserved and the calculation is explained, and only for three specified reasons:

• a change in the cost of carrying passengers resulting from the price of fuel or other energy sources;
• a change in the taxes or fees charged by third parties on the included services (for example, tourist taxes or embarkation and disembarkation fees);
• a change in the exchange rates applicable to the trip.

There will never be a price increase in the 20 calendar days before the start of the trip, and any increase will be communicated to you on a durable medium, with its justification, at the latest 20 calendar days before the start. If the increase exceeds 8% of the total price, you have the right to terminate the contract without penalty (see point 5). Conversely, if those costs fall, you are entitled to an equivalent reduction in the price; in that case we may deduct the actual administrative expenses, which we will justify to you on request.

5. Significant changes on our part

If, before the start, we are forced to significantly change any of the main characteristics of the trip, we cannot meet special requirements we have accepted, or we propose a price increase of more than 8% (art. 159 TRLGDCU), we will let you know and, within a reasonable period that we will indicate, you may:

• accept the proposed change;
• terminate the contract without paying any penalty, with a refund of all payments within a maximum of 14 calendar days; or
• accept a substitute trip of equivalent or higher quality, if we offer you one.

6. If you cancel (withdrawal and charges)

You may end the contract at any time before the start of the trip (art. 160.1 TRLGDCU). In that case we may charge you an appropriate and justifiable termination fee. The exact amount depends on how far in advance you cancel and on the cancellation conditions of each service, which are shown to you before you book; in the absence of a standard termination fee, it is equal to the price less the cost savings and the income from re-using the services. We will justify the amount to you on request.

However, if unavoidable and extraordinary circumstances arise at the destination (or its immediate vicinity) that significantly affect the trip or the carriage of passengers (art. 160.2 TRLGDCU), you may cancel without paying any penalty and with a full refund of all payments made, though without the right to additional compensation.

Important: for packages there is no general 14-day right of withdrawal as there is with other distance purchases; the only penalty-free cancellation before departure is the one for unavoidable and extraordinary circumstances.

7. If we cancel

We may only cancel the package, with a full refund and no additional compensation, in two situations (art. 160.3 TRLGDCU):

• when the minimum number of participants set is not reached, notifying you within the following time limits: 20 calendar days before the start for trips of more than 6 days; 7 calendar days for trips of 2 to 6 days; and 48 hours for trips of less than 2 days; or
• when unavoidable and extraordinary circumstances prevent us from carrying out the trip, notifying you without undue delay.

8. Lack of conformity, price reduction and compensation

If during the trip a service is not provided as contracted (lack of conformity), you must notify us without undue delay. We will endeavour to remedy it, unless this proves impossible or disproportionate. If a significant proportion of the services cannot be provided, we will offer you suitable alternative arrangements at no additional cost; if the lack of conformity significantly affects the trip and is not remedied, you will be entitled to a price reduction and, where appropriate, to terminate the contract. If your trip includes transport and, due to unavoidable and extraordinary circumstances, your return cannot be ensured on time, we will arrange your repatriation on equivalent transport, without undue delay and at no extra cost, and we will cover the cost of your necessary accommodation (of an equivalent category where possible) for a maximum of 3 nights. That 3-night limit does not apply to persons with disabilities or reduced mobility and their companions, pregnant women, unaccompanied minors or those needing specific medical assistance (provided they informed us of their needs at least 48 hours before the start): in those cases we will cover the necessary additional stay.

You will be entitled to a price reduction for any period of lack of conformity and to compensation for the damage suffered (art. 162 TRLGDCU), except where the lack of conformity is attributable to you, to a third party unconnected with the services and is unforeseeable or unavoidable, or is due to unavoidable and extraordinary circumstances.

9. Refunds

Where a refund is due (for cancellation, price reduction or termination of the contract), we will pay it to you without undue delay and, in any event, within no more than 14 calendar days of the termination of the contract (art. 160.5 TRLGDCU).

10. Assistance to travellers in difficulty

If you find yourself in difficulty during the trip, we will provide you with appropriate assistance without undue delay (art. 163 TRLGDCU): information on health services, local authorities and consular assistance, and help in arranging distance communications and finding alternative travel arrangements. We may pass on to you a reasonable surcharge for that assistance if the difficulty has arisen intentionally or through your own negligence.

11. Transfer of the contract to another person

You may transfer your package to another person who meets all the conditions of the contract (art. 157 TRLGDCU), by notifying us on a durable medium with reasonable notice of at least 7 calendar days before the start of the trip. The transferor and the transferee are jointly and severally liable for the payment of the outstanding amount and for any reasonable additional costs that the transfer gives rise to, which we will justify to you.

12. Protection against insolvency

We hold a guarantee against insolvency (art. 164 TRLGDCU) that covers the refund of payments made and, where the trip includes transport, your repatriation. You can find the details of the guarantor and of the policy held in our Legal Notice.

13. Complaints and dispute resolution

If something does not work as you expected, tell us without undue delay and, for any later complaints, write first to our support email: we will try to resolve it directly and quickly. If we do not reach an agreement, you can turn to the relevant alternative consumer dispute resolution mechanisms or use the European Union's online dispute resolution platform, available at ec.europa.eu/consumers/odr.

It is the traveller's responsibility to hold the documentation needed for the trip: a valid passport or identity document, visas, and the health or entry requirements demanded by each destination. We recommend checking the official sources in advance, as these requirements may change.

The names and details provided in the booking must match exactly those shown on your travel documents. Errors or omissions in documentation that prevent travel are not attributable to travel care and may result in non-refundable costs.

By using the platform you undertake to:

• Be over 18 years of age and have the legal capacity to enter into contracts.
• Provide truthful, complete and up-to-date information in your bookings.
• Make lawful use of the website, without fraudulent purposes or purposes contrary to the law, morality or public order.
• Not carry out mass data extraction (scraping), unauthorised resale of services, or any use that could damage, overload or compromise the security of the platform.

All the content on this website (text, design, logos, the travel care brand, images, software and other elements) belongs to Travel Care IO, S.L. or its licensors and is protected by intellectual and industrial property legislation.

We grant you a limited, personal and non-exclusive licence to access this content and use it for the sole purpose of managing your bookings. Any reproduction, distribution, transformation or commercial use requires our prior written authorisation.

We are liable for our obligations in accordance with the law. In the intermediation of individual services, the providers are independent third parties and proper performance of the service is their responsibility under their own conditions; in packages, we take on the responsibilities described in the corresponding section.

We are not liable for breaches due to force majeure or to unavoidable and extraordinary circumstances beyond our control. Except where the law requires otherwise, our maximum liability towards you is limited to the amount actually paid for the affected booking.

Nothing in these terms excludes or limits liability that cannot be excluded or limited under the applicable legislation, nor your mandatory rights as a consumer.

If something has not gone as you expected, tell us first: write to us at travel@travelcare.io, call us on +34 934 06 70 65 (Monday to Friday, 9:00–18:00 CET) or contact us via WhatsApp. We will try to resolve it as soon as possible.

As a consumer, you also have dispute resolution mechanisms available to you and may turn to the competent consumer bodies. The European Commission provides an online dispute resolution platform that you can access here: https://ec.europa.eu/consumers/odr/.

We process your personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD). You can find detailed information on what data we collect, for what purpose and how to exercise your rights in our Privacy Policy.

We may update these Terms and Conditions to reflect legal, technical or service changes. We will always publish the current version with its update date. The terms in force at the time your booking is confirmed apply to that booking; continued use of the website after an update implies acceptance of the revised version.

These terms and the contractual relationship with travel care are governed by Spanish law. For the resolution of any dispute, the parties submit to the courts and tribunals of Badalona.

However, if you are acting as a consumer, this submission does not affect your mandatory rights or your right to bring proceedings before the courts of your place of residence where consumer protection legislation so permits.