Service Information

In order to contract services, the client must provide BOOKROAD with all information necessary for the proper coordination and execution of the service, including but not limited to: service date, time, pickup location, drop-off location, flight or train number (if applicable), and the full name and contact details of all passengers.

The client must also disclose any special requirements or conditions that may affect service performance, including wheelchairs, special or oversized luggage, reduced mobility, or similar circumstances.

Waiting Time

Complimentary waiting time is limited to one (1) hour at airports and fifteen (15) minutes at train stations, hotels, or private residences. Once these periods have elapsed, additional waiting time will be billed in accordance with BOOKROAD’s applicable rate schedule, which is published annually and available upon request.

Pickup Time Responsibility

BOOKROAD may recommend a pickup time based on scheduled flight or train departures; however, BOOKROAD assumes no responsibility for missed departures or delays resulting from client-selected pickup times. Final responsibility for pickup times rests solely with the client, whether an agency or an individual passenger.

Force Majeure

BOOKROAD shall not be liable for any failure or delay in the performance of services due to events beyond its reasonable control, including but not limited to strikes, traffic disruptions, road closures, adverse weather conditions, governmental actions, or other force majeure events.

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NATURE OF THE SERVICE – INTERMEDIATION ROLE

BOOKROAD acts exclusively as an intermediary and coordinator of ground transportation services. BOOKROAD does not operate vehicles nor provide transportation directly. Transportation services are rendered by independent, duly licensed local transportation providers, who perform the services under their own legal, operational, and administrative responsibility.

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TRANSPORTATION RESPONSIBILITY

All responsibility related to vehicle operation, driver conduct, passenger safety, compliance with applicable transportation laws, and execution of the transportation service lies solely with the local transportation provider performing the service. All providers engaged by BOOKROAD maintain the legally required licenses and insurance coverage, including mandatory passenger liability insurance, in accordance with local regulations.

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ACCIDENTS, INCIDENTS, AND INSURANCE

In the event of an accident, incident, or claim arising during the transportation service, the local transportation provider shall immediately activate emergency procedures and applicable insurance coverage in compliance with the laws of the country where the service is performed.

BOOKROAD may assist the client by coordinating communications with the provider and, where applicable, the provider’s insurance carrier; however, BOOKROAD does not assume the role of carrier and shall not be held directly liable for any accident, injury, damage, or loss.

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LIMITATION OF LIABILITY

BOOKROAD’s liability is strictly limited to the proper intermediation, coordination, and administrative management of the booked service. Under no circumstances shall BOOKROAD be liable for personal injury, death, property damage, delays, missed connections, or consequential damages arising from:

• Acts or omissions of the transportation provider

• Force majeure events

• Traffic conditions

• Weather conditions

• Decisions or actions of governmental or regulatory authorities

• Acts of third parties not under BOOKROAD’s direct control

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CLAIMS

Any claim relating to personal injury or property damage arising from transportation services must be submitted directly to the insurance carrier of the transportation provider performing the service. BOOKROAD will reasonably cooperate by providing documentation and administrative support but assumes no direct liability for such claims.

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ACCEPTANCE OF TERMS

By booking or requesting services from BOOKROAD, the client expressly acknowledges and accepts these General Terms and Conditions, which form an integral part of the service agreement from the moment the booking is confirmed.

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CHANGES AND CANCELLATIONS

All changes and/or cancellations must be communicated directly to BOOKROAD by email or telephone.

Cancellations made within a shorter period than those specified below may incur cancellation fees of up to one hundred percent (100%) of the total service cost, unless otherwise agreed in a written B2B contract.

BOOKROAD will use commercially reasonable efforts to minimize cancellation costs when operationally feasible.

Bookings involving more than four (4) vehicles may be subject to special contractual terms that may affect pricing, cancellation conditions, and operational procedures.

Cancellation Policy

Services in Spain

• Transfers: free cancellation up to 24 hours prior to service.

• Hourly services (as-directed): free cancellation up to 48 hours prior to service.

• Minibuses and coaches: free cancellation up to 4 business days prior to service.

Services Outside Spain (Worldwide)

• Transfers: free cancellation up to 48 hours prior to service.

• Hourly services (as-directed): free cancellation up to 72 hours prior to service.

• Minibuses and coaches: free cancellation up to 7 business days prior to service.

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ADDITIONAL CONSIDERATIONS

Passengers are responsible for knowing the pickup time and procedure, whether at an airport or a specific address.

When available and upon request, BOOKROAD will provide the driver’s name and mobile phone number to facilitate direct communication. Regardless, any incident must be reported to BOOKROAD as soon as possible. If the passenger cannot locate the driver, BOOKROAD’s 24/7 assistance service must be contacted before leaving the pickup location. 24/7 Assistance (Europe): +34 945 003 353

Requests for services made through any BOOKROAD channel constitute acceptance of these terms and the responsibilities derived therefrom.

For quotations issued in local currency, amounts will be converted to euros based on the exchange rate applicable on the service invoicing date.

Services are provided by executive chauffeurs.

English-speaking chauffeurs are available in most destinations.

Chauffeurs speaking other languages are available subject to availability and advance booking.

All chauffeurs comply with client-required professional appearance and dress standards.