Terms & Conditions

GENERAL CONDITIONS OF THE PACKAGE TRAVEL CONTRACT

A “Package travel” is understood as the combination of at least two of the following services (transport, accommodation, car rental, or other tourist services) sold or offered at an inclusive price, provided the service lasts more than 24 hours or includes overnight accommodation.

The confirmation email received by the client constitutes the binding programme/offer, subject to the following general conditions. It includes destination, departure and return dates, mode of transport with schedules, and the accommodation details (category, number of rooms, meal plan) that form part of this package travel contract. The total price of the booking is also indicated, along with any applicable supplements or discounts.

1. APPLICABLE LAW AND ACCEPTANCE OF GENERAL CONDITIONS

By booking or taking part in any of the package tours offered in our catalogue, the client explicitly accepts each and every one of these General Conditions.

These General Conditions are governed by Directive (EU) 2015/2302 of the European Parliament and of the Council of 25 November 2015 on package travel and linked travel arrangements, and by the Royal Legislative Decree 1/2007 of 16 November, which approves the revised text of the General Law for the Protection of Consumers and Users.

Additionally, when applicable, they are governed by the Athens Convention of 13 December 1974, as amended by the London Protocol of 19 November 1976, and other international regulations and conventions relating to the transport of passengers.

These General Conditions are incorporated into all Package Travel Contracts and bind both parties, along with the specific terms agreed in each contract or outlined in the travel documents provided at the time of booking.

❗Note: Separate services such as hotel bookings, transport, or other standalone tourism products are not covered by these clauses.

2. ORGANISATION

The technical organisation of these package tours is carried out by IBG Travel / EUROPEAN INCOMING BUSINESS GROUP S.L., CIF B42669275, a wholesale travel agency with registered address at Avinguda Mestral 5, 03570 Villajoyosa, Alicante, Spain. Licence number: CV-Mm2484-A.

As a retail agency (hereinafter referred to as the “Retail Agency”), IBG Travel / EUROPEAN INCOMING BUSINESS GROUP S.L., CIF B42669275, operates under the same licence and address.

In the case of cruises, when only a cruise is contracted, the Organiser of the package tour shall be the cruise company or its designated representatives, as stated in the cruise information included in the package travel contract. The applicable general conditions of these companies shall apply.

3. PRICE

3.1. The package travel price includes:

● Return transportation, if included in the contracted programme/offer, in the specified type, category, and characteristics indicated in the reservation and travel documentation sent by email.
● Airport taxes, where applicable.
● Accommodation, when included in the programme/offer, with the specified category, number of rooms, and meal plan as stated in the reservation and travel documents.
● Indirect taxes (VAT, IGIC), if applicable.
● Technical assistance during the trip, when this service is specifically included in the programme/offer.
● Any other services and add-ons explicitly specified in the contracted programme/offer.
● If the package includes additional expected expenses to be paid directly by the traveller to third parties (not the organiser or agency), this will be indicated if the amount is known.

3.2. The package travel price does NOT include:

• Visas, entry/exit fees, vaccination certificates.

• Extras such as drinks (unless explicitly stated as included), special meals, laundry services, hotel optional services, resort fees, optional tours or excursions… and in general, any service not listed in the section “The package travel price includes” or not detailed in the reservation or travel documentation.

• Ski holidays: unless otherwise indicated, ski lifts, lessons, and rental equipment are not included.

• Tips: Tips are not included in the package travel price. For cruises, tips are no longer voluntary. At the beginning of the cruise, passengers are notified that they are required to pay a fixed amount based on the length of the cruise, which is distributed among service staff.

• Optional excursions not booked in advance: These do not form part of the package travel contract. Website listings are for informational purposes only and prices are “estimated”. On-site bookings may have different pricing. Final pricing and specific conditions are provided at the destination and are not guaranteed until purchase.

3.3. Price Revision

The price of the package has been calculated based on exchange rates, transportation tariffs, fuel costs, and applicable taxes on the date of booking.
Any variation in these components may result in a price adjustment, either an increase or decrease, strictly reflecting those variations.
These changes will be notified to the traveller in writing or via a verifiable communication method.

No price increase will be applied in the 20 days prior to departure.

If the price increase exceeds 8%, the traveller may:

• cancel the booking without penalty,

• or accept a contract amendment reflecting the change.

If cancelled under this clause, the traveller may accept a substitute package (if available) of equivalent or superior quality.

4. PAYMENT TERMS. BOOKINGS AND REFUNDS

• Full payment of the trip must be made before documents are issued and in any case prior to the departure date.
  Failure to pay in time is considered a cancellation by the traveller, and the conditions in section 5 will apply.

• For cruise bookings, the organiser or retail agency (if applicable) may require a deposit of up to 40% of the total cruise price (or more, depending on cruise company policies — some require up to 100%).
  A receipt will be issued indicating the amount paid and the requested programme. The booking is confirmed only when the organiser accepts the reservation.
  The remaining balance must be paid as per the organiser’s terms. Failure to pay in time is considered a cancellation, and penalties will apply.

• If the organiser cannot provide a service requested by the traveller before the contract is signed and notifies the traveller through the retail agency, the traveller may cancel the request and receive a full refund of any payments made.

• All refunds will be processed through the retail agency where the booking was made.
  No refunds are issued for services voluntarily unused by the traveller.

Payment authorisation and later payments

The booking confirmation must state the total price, the amount of any deposit, the balance due, the due dates or clearly defined payment events, and any additional costs that can reasonably be calculated before the traveller is bound by the contract.

Acceptance of these Terms or submission of a booking request does not by itself authorise IBG Travel to make undefined future charges to a payment card or bank account.

A payment is processed only after the traveller has explicitly authorised:

• the exact amount, or a clear and objectively determinable method for calculating it;
• the due date or the event that triggers the payment; and
• the payment method to be used.

The traveller may give one explicit payment instruction for a defined series of payments if the booking confirmation clearly states the amount or calculation method and the schedule or triggering event for every payment. Any charge outside that instruction requires a new, explicit authorisation from the traveller. If a supplier changes a price or adds a cost that was not included in the agreed payment instruction, IBG Travel must first provide an updated statement and obtain the traveller's explicit approval where required by applicable law.

IBG Travel does not charge an additional fee merely because the traveller uses an ordinary consumer credit or debit card where such a surcharge is prohibited by law.

Withdrawal or expiry of a payment authorisation does not remove any payment obligation that has already arisen under the contract. IBG Travel will provide a reasonable alternative payment method where appropriate.

Low-cost flight + hotel package

In such cases, two separate charges will be made:

● One for the flight portion (charged directly via the airline’s system)
● One by the retail agency for the remaining amount covering the rest of the services.

5. MODIFICATION OR CANCELLATION BY THE TRAVELLER

5.1. Termination by the traveller before the start of the package

The traveller may terminate the package travel contract at any time before the start of the package. IBG Travel may deduct only an appropriate and justifiable termination fee.

If the booking confirmation contains a standard termination-fee schedule, it must be reasonable, disclosed before the traveller is bound by the contract and based on the time of termination before departure, expected cost savings and expected income from alternative deployment or resale of the travel services. A supplier-specific or product-specific schedule may apply where it is clearly identified in the booking confirmation.

If no valid standard schedule applies, the termination fee will equal the package price less cost savings and income from alternative deployment or resale of the travel services. The calculation may include actual non-recoverable supplier costs attributable to the booking, but it may not result in double recovery or exceed the package price. At the traveller's request, IBG Travel will provide a justification for the fee.

The traveller may terminate without paying a termination fee where unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity and significantly affect performance of the package or carriage of passengers to the destination. In that case, the traveller is entitled to a full refund of payments made for the package, without additional compensation, within the period required by applicable law and, for packages covered by Directive (EU) 2015/2302, no later than 14 days after termination.

Nothing in this clause limits mandatory rights granted to the traveller by applicable law.

5.2. Administrative fees for traveller-requested changes

Before a requested change is confirmed, IBG Travel will disclose the applicable administrative fee, any fare difference and any documented third-party or supplier cost caused by the change.

• €50 per booking may apply to a requested change of travel date, addition or removal of a passenger, or partial cancellation of booked services.
• €35 per booking may apply to another requested change, such as a hotel, room type, board basis, baggage or seat-selection change.

The fee applies only if IBG Travel processes the stated request. It is charged once for the same administrative action and is separate from documented supplier costs and fare differences. These amounts are administrative service fees, not fees for paying by card. They do not apply where their collection would restrict a mandatory statutory right or where applicable law requires the change to be made without charge.

6. TRANSFER OF BOOKING

The traveller may transfer their booking to another person, provided that this person meets all conditions required for the trip.

The original traveller and the transferee shall be jointly liable to the Retail Agency for payment of the total price of the trip and any additional costs arising from the transfer.

The transfer must be communicated in writing at least 7 days before the start of the trip.

7. MATERIAL CHANGES OR TERMINATION BY THE ORGANISER

If, before departure, the organiser must significantly change an essential characteristic of the package, cannot meet an accepted special requirement, or makes another change that gives the traveller a statutory right to terminate, the traveller may, within a reasonable period stated in the notice:

• accept the proposed change; or
• terminate the contract without a termination fee.

The notice must be clear, provided on a durable medium and explain the proposed change, any effect on price, the response period, the legal consequence of no response and any substitute package offered. Silence will not be treated as consent except where expressly permitted by applicable law and clearly explained in the notice.

If the traveller terminates on this basis and does not accept a substitute package, or if the organiser terminates the package, all payments due for refund will be returned without undue delay and, where Directive (EU) 2015/2302 applies, no later than 14 days after termination. A substitute package is provided only with the traveller's agreement; any price reduction required for a lower-quality substitute remains payable.

The organiser may terminate without additional compensation where the agreed minimum number of participants is not reached and notice is given within the deadline stated in the contract and required by law, or where unavoidable and extraordinary circumstances prevent performance and the traveller is notified without undue delay before departure. The full-refund obligation remains.

No universal 5% / 10% / 25% compensation table applies under these general Terms. Any right to compensation, price reduction or damages under mandatory law remains unaffected.

If, during the trip:

• a significant portion of the services cannot be provided, the organiser must:

  ● offer suitable alternatives,
  ● at no extra cost,
  ● and, if applicable, refund the difference in value between the expected and actual services.

If the traveller accepts these alternatives, this constitutes tacit agreement.

If the proposed alternatives are unfeasible or unacceptable for valid reasons, the organiser must:

• provide equivalent transport back to the original point of departure,

• at no extra cost,

• and may be liable for additional compensation.

The organiser must act diligently to resolve any justified complaints during the trip.

The organiser is not liable for:

• any services not included in the contract, such as:
  ● transport to the departure city,
  ● additional hotel stays before/after the trip, etc.

Transfers from airport/port/station:

These are generally scheduled up to one hour after the traveller’s scheduled arrival.
If the traveller arrives later (even for force majeure), the transfer may not be provided.

If a transfer (e.g. hotel–airport) included in the booking does not take place due to reasons beyond the transfer provider’s or organiser’s control, only the cost of the replacement transport will be reimbursed upon presentation of the receipt.

No refunds are granted for services voluntarily not used by the traveller.

8. TRAVELLER OBLIGATIONS

8.1. Reporting issues during the trip

Travellers must immediately report any breach of contract, preferably on-site to the local representative (contact info is provided in travel documents),
or as soon as possible in writing to the organiser, retail agency, or service provider — using the contact details on the vouchers.

8.2. Travel documents and entry requirements

Travellers must carry valid personal documentation (passport or ID) as required by the countries visited, and obtain visas, vaccination certificates, etc. as necessary.

If a visa is denied or entry is refused due to personal circumstances or missing documents, all resulting costs will be borne by the traveller, and the trip will be considered voluntarily cancelled, with the applicable penalties.

Important:
Travellers who are not Spanish citizens or residents must verify visa requirements in advance.
Minors under 18 must have written consent from parents or legal guardians.

⚠️ South American nationals should be aware that some Eastern European countries require a visa.

The traveller confirms knowledge of and compliance with all relevant entry, exit, and documentation requirements.

9. LIABILITY OF THE ORGANISER AND RETAIL AGENCY

The organiser and retail agency are responsible for fulfilling the contract, within the scope of their respective duties, regardless of whether services are delivered by them or third-party providers.

The organiser confirms they assume the role of planner and executor of the trip.

Travellers may file complaints with either the organiser or retail agency, who will process them directly or forward them to the relevant party.

The organiser and retail agency are liable for damages caused by non-performance or improper performance of the contract — unless:

• the failure is due to the traveller,

• the issue is caused by a third party, outside the scope of the contract, and is unforeseeable and unavoidable,

• the failure is due to force majeure,

• or due to unforeseeable and unavoidable circumstances, despite all due care.

Even in these cases, the organiser and agency must provide necessary assistance to the traveller in difficulty.

Liability limits:

Compensation is subject to applicable international conventions, including:

• Athens Convention (1974) and London Protocol (1976),

• Brussels Convention (1970),

• and other applicable laws.

For non-physical damages, proof must be provided by the traveller.

The organiser and agency are not responsible for costs (e.g. accommodation, meals, transportation) caused by transport delays due to force majeure.

In case of a land transport accident, claims must be made to the transport company.
The retail agency will provide free support and advice in filing such claims.

Airline liability:

Since 2005, passengers may claim directly from the airline in case of:

• overbooking,

• long delays,

• lost luggage, etc.,
  under Regulations (EC) 889/2002 and 261/2004.

10. INFORMATION TO BE PROVIDED BY THE RETAIL AGENCY

Travellers are informed that updated and detailed information about passport, visa, and health requirements for each destination can be found on the websites of:

• the Spanish Ministry of Foreign Affairs: www.maec.es

• the Spanish Ministry of Health: https://www.sanidad.gob.es/en/

Additionally, travellers are advised to consider:

• purchasing optional trip cancellation insurance,

• and travel assistance insurance covering repatriation, illness, accident, or death.

Information about potential travel risks is also available, in accordance with the Spanish General Law for the Protection of Consumers and Users.

Health recommendations by country can be consulted at:
👉 https://www.sanidad.gob.es/areas/sanidadExterior/laSaludTambienViaja/consejosSanitarios/home.htm

11. ADDITIONAL INFORMATION

11.1. Flights

• Arrive at the airport at least 90 minutes before departure, unless otherwise instructed.

• It is recommended to reconfirm flight times 48 hours in advance.

If flights to cruise departure points were not booked through the cruise company, the organiser will not cover any costs due to flight changes.

Changes in charter flight schedules (up to 48h before departure) are not valid grounds to cancel the package.

A direct flight is one with a single flight coupon, even if it includes a technical stop.

Due to code-sharing agreements, some flight segments may be operated by airlines other than those shown on the ticket. This does not imply liability for the organiser or agency.

Electronic tickets are mandatory since 2007.

🧳 Baggage allowance varies by airline. Please reconfirm it at booking.

In case of delayed arrival, airlines are liable only if they failed to take reasonable steps.
Compensation is capped at 4,150 SDR (~€5,100).

If the outbound flight is unused, the return segment is automatically cancelled without notice.

Low-cost airlines communicate schedule changes, cancellations, and updates directly with the traveller, using the contact details entered during booking.

11.2. Hotels

• Hotel services and classification are based on the official rating of the country where the hotel is located.

• In some cases, star ratings are used for reference only, to help travellers compare accommodation levels.

• Room types: only single and double rooms are officially recognised. Triple or quadruple occupancy uses extra beds, understood and accepted by the client.

• Check-in and check-out times:
  ● Check-in from 16:00
  ● Check-out by 12:00, unless agreed otherwise.

If the traveller expects to arrive outside normal hours, they should notify the agency or accommodation in advance.

Accommodation is deemed delivered if the room was available overnight, regardless of arrival time.

• Pets: Generally not allowed. Check with the agency before booking.

• Meal plans:

  Abbreviation	Description
  S.A. / H.A.	Accommodation only
  S.C.	Accommodation with kitchen
  A.D. / H.D.	Bed and breakfast
  M.P.	Half board (usually breakfast & dinner)
  P.C.	Full board (breakfast, lunch, dinner)
  T.I.	All-inclusive
  S.P.	As per programme

  🚫 Drinks are not included, unless otherwise stated.

Flight schedules may result in missed meals, which are non-refundable.

• Supplementary services (e.g. sea view rooms): if not confirmed, the agency is only liable for refunding the paid amount.

Some facilities (air conditioning, pools, etc.) operate seasonally, at the hotel’s discretion.

Hotels may offer activities in foreign languages, depending on the guest mix.

11.3. Apartments

Travellers are solely responsible for accurately declaring the number of occupants, including children.
The property manager may legally deny entry to undeclared persons.

Extra beds and cots must be requested in advance and are not included in the base price unless explicitly mentioned.

Some rentals may require signing a local lease agreement under Spanish tenancy law (LAU). A copy can be provided upon request before travel.

The client must sign the lease and may be required to pay a deposit or provide liability insurance.

11.4. Tours

• Accommodation during tours will be in one of the hotels listed, or a similar one of equal category and location.

• The tour itinerary may follow any listed variant, if the traveller accepts this when booking.

• Vehicle type may vary depending on group size. Smaller groups may use minibuses without reclining seats.

• If not specified, air conditioning is not guaranteed.

• Transportation in national parks and for safaris may involve specialised or rugged vehicles, which may not match EU standards.

11.5. Cruises

Under international law, the cruise captain may:

• assist other vessels, alter the route, dock at any port,

• deny boarding to travellers unfit for travel,

• disembark anyone who poses a health or safety risk,

• reroute passengers and luggage to other ships.

All passengers are subject to the captain’s authority, especially concerning safety.

Minors may be restricted from traveling unaccompanied by a parent or legal guardian.

Travellers must follow instructions, act with due care, and are liable for any damage caused to the vessel, furnishings, or other passengers.

🚫 It is forbidden to bring onboard:

• animals, weapons, explosives, toxic or flammable substances, or any dangerous goods.

11.6. Transfers

Some transfer services require the traveller to confirm pickup time in advance by calling the number on the voucher, which will be provided by the organiser.

11.7. Luggage

Luggage is considered personal property and is transported at the traveller’s own risk.

The organiser and retail agency are not responsible for luggage loss or damage.

Transport companies (air, sea, rail, etc.) are responsible per their own contract of carriage.

Hotels are liable under their own policies for incidents during the stay.

🎒 Travellers should personally supervise their luggage and immediately report any damage to the transport company or hotel.

11.8. Special conditions for children

Conditions vary based on:

• child’s age,

• travel dates,

• service provider policies.

Children’s discounts apply only if the child shares a room with two adults.

Children (including infants) must be included in the reservation, with exact ages at travel time.

11.9. Discounts for infants, children, large families, residents

Travellers must provide valid proof to claim discounts.
If, at any time, eligibility is not verified, the traveller must pay the price difference.

11.10. Images and maps

Photographs and maps on the website and brochures are illustrative only.
Changes to establishments do not constitute misleading advertising.

12. COMPLAINTS AND LEGAL ACTIONS

The Package Travel Contract is governed by:

• the terms agreed by both parties,

• these General Conditions,

• Directive (EU) 2015/2302,

• and Spanish Royal Legislative Decree 1/2007.

Complaints for non-performance or poor performance must be submitted in writing via the retail agency.

To simplify civil claims and reduce costs, the organiser may accept arbitration before the Chamber of Commerce.

🧾 The organiser is not affiliated with official consumer arbitration boards.

⚖️ Alternative Dispute Resolution

In accordance with Law 7/2017 (transposing Directive 2013/11/EU):

• Travellers may file claims through the EU’s online dispute resolution platform:
  👉 https://ec.europa.eu/consumers/odr

• Information on Spanish alternative dispute entities:
  👉 https://www.consumo.gob.es/es/consumo/resoluci-n-alternativa-de-conflictos

🕒 Complaints must be filed within 3 months of the incident.

13. LIMITATION PERIOD

Legal actions arising from this contract must be brought within 2 years,
as per Article 14.6 of the Directive and Article 164 of Royal Legislative Decree 1/2007.

14. TOURIST TAXES

Some destinations charge a local tourist tax, payable directly at the hotel.

Hotel rates apply only to EU/EEA citizens or legal residents.
Hotels may request documentation upon arrival.

⚠️ If the traveller fails to prove eligibility, the hotel may charge a supplement or deny entry.
The organiser accepts no responsibility in such cases.

15. COMPENSATION VOUCHERS

Without prejudice to previous clauses, the agency reserves the right to issue:

• compensation vouchers for services that were not delivered or delivered differently than booked.

The traveller may decline such vouchers and request a standard refund, in accordance with applicable law.