Terms & Conditions
Booking Procedure
We recommend that flights are arranged before we source your holiday. We can then build the trip around your arrival and departure dates. Once we have created a trip that suits you we will send you a confirmation of your booking and an invoice. We require a non-refundable deposit of 30% of the full cost of the trip to secure your requested reservation at the time of confirmation. We will hold the accommodation for seven days but if payment is not made with in this time we will release it. If you make a change to your request this deposit will not be transferable to alternative accommodation or services. If for some reason you have to cancel, and the insurance does not cover this, we will hold the deposit for up to 12 months in credit against any other trip you book. The deposit is fully lost after 12 months from the issue of the deposit invoice.
Full payment is required eight weeks before the date of travel and a notification of receipt will be issued when payment is received. Two weeks before your trip we will send you your full itinerary and any other relevant documentation. It is your responsibility to check the details are correct and if wrong to inform us immediately. Once you have received the confirmation, and paid for the trip a legally binding contract exists between you and us. If the payments are not received the trip will be deemed cancelled and will be subject to the cancellation terms as listed below.
We would recommend that your travel insurance is purchased at the same time as the booking to ensure any deposits made are covered.
Travel Insurance
We advise that you take out travel insurance before you confirm your travel arrangements. This will invariably mean you are covered if you have to cancel your holiday for reasons beyond your control but of course is dependent on each policy. If you already hold travel insurance and are undertaking an activity deemed adventurous* by your insurer, please confirm that you are covered. If you would rather organize your own insurance, we would like to know the name and contact details of the insurance company, along with your policy number. In an emergency this will enable us, along with an emergency contact in the UK, to help with the situation.
* please check your travel insurance schedule for further details.
Flights
If you arrange your own flights we require all your travel details to make your arrival in Palma, and journey to your accommodation as smooth as possible. We do suggest that if you arrange your own flights you ensure any agent used holds an ATOL number.
If we arrange your flights through our bonded arranger (ATOL 5221) once a flight option has been confirmed you will pay them directly and the flight contract will exist between you and the provider; as such you are subject to their terms and conditions.
If you need to change or cancel your flights, please refer to the flight provider's terms and conditions. Any complaints about the flights should be reported to the airline, or the flight arranger.
Payment
Bank transfers to the Balearic Discovery bank account will can be accepted and details of the bank account will be sent on confirmation of the booking.
Pricing
Pricing is constantly reviewed to ensure we are providing clients with the best options however these prices may be subject to surcharges and changes without warning due to government action, or other factors beyond our control. Where possible we will do our best to inform you of these increases and where possible absorb them before passing them on to you. Each itinerary describes what is and is not included in the price so we advise you to read this carefully.
All pricing is in Euros.
Balearic Discovery charges a service fee of 150 Euros for arranging the trip. For group bookings of more than 10 a 15% fee will be incurred as these trips require specific attention to detail and can be considered out of the ordinary. Concierge service, which includes the arrangement of excursions and activities, is available for 100 Euros a day plus the cost of the service – details on request.
We understand that some clients prefer to visit holiday villas prior to making a confirmed booking and we are happy to arrange for one of our staff to accompany you. We charge a 100€ fee for each half day of visits (usually enough to visit two villas). This will be deducted from the final invoice when a booking is confirmed.
Cancellation of Holiday
If you wish to cancel your break you must advise us as soon as possible in writing. If the cancellation is due to circumstances beyond your control you may be able to claim the money back through your travel insurance policy.
If the cancellation occurs more than 8 weeks before your departure date you will lose your deposit only. If your cancellation is received less than 8 weeks (56 days) before the departure date the following charges will apply
56 - 42 days 30% of your costs
41 - 29 days 75% of your costs
28 - 0 days 100% of your costs
As each trip is tailor-made to your requirements it is unlikely that Balearic Discovery will be in a position where we have to cancel your holiday, however should conditions prevail that we do we will provide an alternative trip or return monies paid for the trip. Minor alterations may occur but no compensation will be given for this. If cancellation is unavoidable we will hold the deposit for a period of 12 months for use against another holiday, except in circumstances where the deposit has to be paid to the supplier on reservation confirmation. Balearic Discovery will look at each individual case in terms of cancellation.
Cancellation of activities
We make every effort to ensure your activities are booked with the best suppliers and take into account the time of year, and local conditions when advising of options. However occasionally there may be a need to cancel an activity.
In the case of inclement weather the supplier will make the final decision as to the suitability of conditions. If the activity is cancelled, the supplier will make all reasonable efforts to re-schedule the excursion. If the client chooses not to accept any alternative dates no refund will be made. If the weather continues to prevent the activity 50% of the cost will be refunded except where specified by supplier. NB Some travel insurances have "weather insurance" please check your policy for details.
Should a client fall ill and be unable to attend the activity, if we can rearrange the activity we will endeavour to do so. If this is not possible the client may be able to make a claim for the activity costs from their insurance. We will provide a letter confirming that Balearic Discovery was informed about the illness and therefore had to cancel the activity. Otherwise cancellation terms are the same as for cancellation below.
In the unlikely event the supplier is unable to provide the activity we will make every effort to reschedule, but we reserve the right to cancel without notice, and in this case a full refund will be made.
In case of cancellation at the wish of the client, cancellation costs will be charged as follows:
a) Within 60 days of the date of activity 25% of the cost
b) Within 30 days of the date of activity 50% of the cost
c) Within 15 days of the date of activity 100% of the cost
Volcanic ash and other Force Majeur
Increasingly we are being asked by clients about how they would stand if the volcanic ash cloud would make it impossible for them to take their holiday as planned or to return home. Please see below for our policy.
Unable to fly to Mallorca – if you are unable to fly to Mallorca due to the ash cloud your airline should either offer you a refund, or an alternative date. Balearic Discovery will work hard with the suppliers to rearrange your trip, or to make alternative arrangements. Please note we are unable to guarantee any refund of your money as we are working on a case by case basis with our suppliers.
In Mallorca unable to fly home – if you are in Mallorca and your flight arrangements are affected by ash the airline will offer you alternative dates, or a refund of your ticket. Balearic Discovery will provide assistance in finding alternative accommodation as necessary and we recommend you contact your airline and insurance company to establish who can provide you with financial assistance.
General information – Balearic Discovery will do everything we can to assist clients who may be affected by the ash cloud, however as the situation is extra ordinary we would advise clients to check with their insurance companies before they book their travel to see where they stand.
As a travel service we are keen to provide all the help we can on the ground, but can not be responsible for any extra expenses incurred due to the ash situation.
Each insurance company will deal with the matter differently. We also ask that you check with your airline what their policy is in terms of rebooking your flight, and also what they will cover if they are stranded. They are not always obliged to cover every element of your expenses
Changes to the trip.
If you need to alter your plans we will do our best to accommodate your needs. The deposit paid will secure your reservation and is not refundable, or transferable to any other reservation requests. The more notice you can give the more likely it is we will be able to affect these changes. If the change requires significant time we retain the right to administer a handling charge of 100 Euros per person, per alteration. NB This payment will be made even if the changes were not successful.
Should we have to make changes to any element of your holiday, accommodation, transport etc you will be informed as soon as possible. We will endeavour to make alternative arrangements that are of a similar standard and quality. If the client does not accept the alternatives we will offer a full refund. If the client does not accept our changes we can not be held responsible for any loss of other funds.
Once the trip has commenced we will do our best to make any requested changes however we will not be liable for any cancellation charges that may be levied for the services originally booked. No refunds will be paid to clients who do not complete a tour, choose to abandon their hotel, villa or other services arranged of their own volition.
Financial Protection
Balearic Discovery holds corporate and civil liabiity insurance with Estrella . In the very unlikely event that Balearic Discovery becomes insolvent clients will receive a full refund of any deposits held.
Information Accuracy
We endeavour to provide an accurate and honest description of what we can offer on our website, however if you find anything lacking please let us know so we can put it right.
Villa bookings
Balearic Discovery is a handling agent. Your property is not owned or in the possession of Balearic Discovery and therefore your contract is between yourself and the owner of the property in which you are due to stay. In the event that there is any problem or dispute with your property Balearic Discovery undertakes to provide you with the owners' details but can not be responsible for the outcome of the dispute. Property refunds are only made in extreme circumstances where it can be proved that a property is not fit for purpose. PLEASE NOTE If you have a technical problem with the villa and we need to call out a specialist technician this may take up to 7 days due to the specific call out routines in operation in Mallorca. This is something we have no control over but we will always do our best for you and will keep you as fully informed as possible. We cannot, however, accept responsibility for any such malfunction.
The Properties.
As each property is owned by a different owner, each property is contracted and paid for separately. Thus if you arrive at your holiday home and decide that the property is not the right one for you and you wish to move to another property, you will only be able to move to another property if you pay the full amount for that property and you will not be entitled to a refund on the property you are leaving.
Things beyond our Control
Balearic Discovery can not be held responsible for things that are beyond their control. For example the positioning of the sun, general weather conditions, burglaries and break-ins. For example, some people may like to have sun beaming down on the breakfast table whilst others may wish to breakfast in the shade! If this is a thing that is important to you then you should again discuss this matter with your Balearic Discovery advisor beforehand.
Unfortunately, break–ins do occur and we would ask that you ensure that you lock all doors and windows when the property is empty. Whilst we understand that break-ins are upsetting, we will adhere to move you to another property, but only if the owner agrees to this course of action and is wiling to refund the cost of the property back to you. Alternatively, we will ensure that the property is again made secure.
Property Descriptions.
We try to make every effort to ensure that the properties advertised on our website or through our company literature match the description of the property. However, as our properties are owned or in the control of third parties, the information supplied to us by the third party may differ from our website and we cannot accept responsibility where amendments or modifications have been made to the property. Please notify us immediately if there is a problem with your property and we will make every effort to ensure that the problem is corrected.
Damages Deposit
To secure against any damages (or missing items) that occur whilst you are in occupation in your property, you will have to pay a damage deposit. This deposit amounts up to 25% of the full price for the property and will need to be paid in cash on arrival or by credit card. If items are missing or damaged or extra cleaning of the property is required, then you agree to Balearic Discovery discounting an amount from that deposit to replace or make good the damaged items or extra clean. If the property is to be found in an acceptable state and without any items missing or broken, then the deposit will be returned with in a week of departure.
Arrival & Departure Times
In order for your property to be ready in time for your holiday and so as to ensure that your property will be available for the guests that will be in attendance after you, You should arrive at your property no earlier than 4pm on the date of arrival and you should ensure that you vacate the property no later on than 10am on the date of your departure.
These times must be adhered to strictly and you should not proceed to book your property through Balearic Discovery if you do not agree with these times. We will always try and be flexible where we can be.
There will be an extra charge for arrivals after 8 pm or departure before 8 am.
If we do not get informed of delays of more than 20 minutes, there will be a penalty of 50 Euros.
Data Protection
We will hold your name, address and any other details you supply us with on our database. This will then be used to arrange your trip, and to send you appropriate information. We will also need to pass this information on to our providers of services that are bound by EC regulations on data protection. We will not pass on your details to third parties without your express request and permission.
Further information
With your booking information you will receive information that will be useful for your stay on the island. This will range from general health and safety information to more personalized details relating to your trip, including hotel details and timings.
Passports
There is no need for a Visa for Spain if you are member of the EU. All other nationals should confirm with their local Spanish embassy whether visas are required. Please make sure your Passport is up to date for travel and that it matches the name on the flight tickets purchased, you may be refused travel if they do not match.
Behaviour
As a Balearic Discovery client, and guest in Mallorca, you have a duty to behave in a reasonable manner. If we learn of disruptive, dangerous and abusive behaviour to suppliers, other customers or third parties we reserve the right to terminate the break and will not accept liability for refunding money, or paying for additional expenses.
Liability
We accept no liability for the failure of airline, flight provider, accommodation provider, hotel owners or ground agents. In the event that we should be liable under any term of the contract our liability shall be limited to a maximum of the price of your holiday (excluding flights).
We respectfully remind you that participation in some activities involves assumptions of risks, dangers, hazards and liabilities to yourself and other participants. These risks include but are not limited to personal injury, death, property damage, expense and other such loss, delay and inconvenience. Notwithstanding these risks, you are reminded that you voluntarily assume all risk of such injury, illness, death, property damage and/or loss that may result from your participation in the activity and in any travel associated with this activity. Payment for the activity confirms you have assumed these risks, dangers, hazards and liabilities to yourself and other participants.
It is essential that you agree to abide by all applicable rules and regulations of the activity, and all instructions received from the activity leader while participating in the activity. Non-compliance may result in exclusion from the activity and forfeiture of the activity fees.
Balearic Discovery accepts no responsibility for any acts, or the acts of others while you are participating in and travelling in connection with any activity.
Complaints
Balearic Discovery and our partners will make every effort to ensure your trip is pleasurable. However if you are dissatisfied you should immediately advise the supplier and us and we will attempt to remedy the situation as soon as possible. If you find your problem is not dealt with you must inform the supplier and us in writing. You must register your complaint within seven days of leaving the trip. We can not accept liability for any complaint that was not notified in writing at the relevant time.
Law and Jurisdiction
As a Spanish company with CIF 57775009 the contracts with clients will be governed by Spanish law and each party irrevocably agrees that the courts of Spain will hold jurisdiction in relation to any dispute that may arise.
Email: joanne@balearicdiscovery.com
Tel: +34 971 875 395
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