Discretionary Passenger Transport Service by Bus**
These General Conditions regulate the contracting of discretionary road passenger transport services provided by Big Van Transfer SL, (CIF B24766776, Calle Aragó 67, 10B, Palma de Mallorca, 07005, Spain), hereinafter “the Company”. Contracting the service implies full acceptance of these Conditions.
Discretionary transport consists of a pre-contracted journey with dates, times, and routes agreed upon. The service is provided according to the Spanish Land Transport Act (LOTT) and applicable regulations.
The client agrees to:
Provide truthful information regarding schedules, routes, and passenger numbers.
Ensure passengers follow safety rules.
Be liable for damages caused by negligence or vandalism. The Company may cancel the service if conduct compromises safety, without a refund.
The Company will act with due diligence, but is exempt from all liability in the following cases:
4.1. Delays and Cancellations: The Company is not liable for delays caused by traffic, accidents, weather, strikes, mechanical failure, or force majeure. It is not liable for indirect losses or missed flight/ferry connections.
4.2. Luggage: Luggage travels under the passenger’s responsibility. The Company is not liable for theft or damage unless due to gross negligence by the Company.
4.3. Passenger Conduct: Not liable for injuries resulting from ignoring safety instructions (e.g., seatbelts).
4.4. Third-party Services: No liability for external services (guides, hotels, etc.).
Provide a suitable vehicle, comply with safety regulations, replace the vehicle in case of breakdown if possible, and provide a qualified professional driver.
The fees will be those agreed upon in the quote accepted by the client. The Company may require full payment in advance.
6.1. Cancellations:
Less than 48 hours: 100% penalty.
48 to 72 hours: 50% penalty.
More than 72 hours: No penalty.
The service includes a maximum courtesy time of 20 minutes from the agreed pickup time. After this period, and in case of a delay in the client’s flight, the Company will reschedule the pickup up to a maximum of 3 hours later, always subject to the availability of the vehicle and driver. In such cases, the client accepts that additional waiting times may occur, without the right to compensation or refund.
It is recommended to book the pickup: 30 minutes after the scheduled flight landing time; 45 minutes after if the client travels with checked luggage; with sufficient advance notice to avoid unforeseen events (traffic jams, accidents, weather causes, delays, etc.) and arrive 2 hours before the departure of your flight.
8.1. No-show: It will be considered a no-show when the client is not at the pickup point at the agreed time and has not previously informed the Company. In case of a no-show: if the client has not contacted the Company, they will not be entitled to a refund or compensation. After the 20-minute courtesy period, the client loses the right to the service and to any claim, unless they have communicated a flight delay at least 1 hour in advance.
8.2. Allegations: The client has 72 hours from the scheduled time of service to submit allegations to the email complaints@bigvantransfer.com.
8.3. Proof of contact: For an allegation to be valid, the client must prove that they tried to contact the Company by: Photograph or screenshot of the call to the official number +34 650 543 759; Screenshot/photo of the message sent (SMS, WhatsApp, or similar); Screenshot/photo or copy of the email sent to help@bigvantransfer.com. If the client made such attempts and received no response, they will be entitled to a refund for the service not provided.
The contact details provided by the client in the reservation will be considered valid and fully effective, including:phone number(s), email address, or any other means provided.
The contact means provided to the client by the company (Phone +34 650 543 759, emails: info@bigvantransfer.com, help@bigvantransfer.com, complaints@bigvantransfer.com) are also valid. Lack of response from the client via these means will not entitle a refund.
Passengers must: Remain seated and use the seat belt; respect the driver’s instructions; not consume alcohol, drugs, or smoke in the vehicle; not cause nuisance or risk safety; be correctly clean, dry, and dressed.
Non-compliance may lead to interruption of the service without a refund.
The client is responsible for ensuring that luggage: is safe and does not pose a risk; does not contain dangerous substances.
Dimensions must be suitable for hand luggage and hold luggage (1 piece of each per person is allowed); otherwise, excess/special luggage or pets must be reported in the reservation.
Processing of personal data will be carried out in accordance with the GDPR and the LOPDGDD. The client may exercise their rights by requesting to gdpr@bigvantransfer.com.
The Company may collaborate with other authorized transport companies or professionals. Consequently, the service may be performed totally or partially by said collaborators.
To coordinate the service, the Company must transfer strictly necessary data (Name, phone, pickup/destination, schedule, number of passengers, ID number).
This transfer is made exclusively for the execution of the contracted service (Article 6.1.b GDPR). The client expressly accepts this possibility when contracting.
For the resolution of any conflict, the parties expressly agree to submit to the Transport Arbitration Board of Mallorca, said submission being mandatory except in cases excluded by law.
These Conditions shall be governed by current Spanish regulations on land transport and by the Civil Code.
The contracting of the service implies full acceptance of these General Conditions.