Booking and cancellation policy

1. Organisation

The technical organisation of the services has been carried out by Cipriano Ramos Ruiz, manager of OLETRIPS, hereinafter OLETRIPS, with NIF 53370577-C and CIAN 297149-2, with registered office at c/ La Cruz, 52 29780, Nerja (Málaga). Cipriano Ramos Ruiz is also the owner of the web domain www.oletrips.es.

Our tourist service is subject to the provisions contained in various laws including the Law 16/1987 of 30 July 1987 on the Regulation of Land Transport and its subsequent amendments, in the Decree 168/1994 of 30 May 1994 on the regulation of travel agencies and in the regulation 21/1995 of 6 July 1995 on package tours and other provisions in force. When participants travel in vehicles with more than 9 seats including driver, the applicable law is Decree 319/1990 of 21 December, regulating the transport of passengers by road using motor vehicles, chapter IV, and the service will be subcontracted to a transport company.

Oletrips offers guided tours, excursions and experiences in which the transport is a complement to the main activity of tourist guide and visit of one or more destinations. The client is obliged to know at all times that his voucher corresponds to payment for a visit and not for a transport service between one or more destinations.

In some cases Oletrips may act as an intermediary between an external service, carried out by a different company, and the client requesting the service.

When the client contracts our services, he/she should be aware that the activities contracted may involve associated risks. Oletrips has all the insurance and permits required for a retail travel agency. By contracting our activities, the client accepts that he/she will not be able to demand any extraordinary indemnities in addition to those corresponding to our compulsory insurances, derived from any problem produced during the performance of the service, including traffic accidents during the transport associated with our tourist activity.

In the event that, during the development of any of our activities, the client finds cause for complaint or claim, he/she can let our guide or accompanying staff know so that we can correct the mistake made as soon as possible.

Oletrips reserves the right to suspend, reschedule or cancel services due to weather conditions, staff medical emergencies or if the number of participants does not reach the minimum requested (3 people) to guarantee the service. Oletrips reserves the right to make these changes at any time from the moment of booking.

Oletrips is also the intermediary for the purchase and sale of tickets for the different monuments we visit and the clients. We keep custody of the money belonging to the purchase of tickets to monuments.

In the case of tickets to places such as the Alhambra (Granada) or the Reales Alcazares (Seville), it is VERY IMPORTANT that the client provides us with their full name, passport number, date of birth and nationality, and must bring the original with them on the day of the excursion. Oletrips cannot be held responsible for any typographical errors made by the client, as well as the non-presentation of this document at the time of entering the monument.

2. Conditions of use

Oletrips reserves the right to cancel any of its services when the minimum service is not reached. Also, sometimes our suppliers may make changes in the dates of services, cancellations, modifications, etc.. Oletrips reserves the right to cancel, substitute and/or reschedule services.

Date changes requested by the customer are subject to Oletrips’ availability at that time. Oletrips reserves the right to cancel, refund or postpone sine die the contracted service if no alternative can be found. All this will be agreed with the client.

The prices shown on the website by Oletrips are prices per person, unless otherwise stated. The price will include all the activities and services indicated on the website, not including those services not indicated, such as food or transport.

The client must at all times respect the basic safety rules of the road while inside the complementary transport vehicle. They must follow the instructions of the driver-guide at all times, and must not smoke or eat inside the vehicle. The transport of pets on board is at the discretion of Oletrips, and it is necessary to inform them at the time of contracting the services. Oletrips has a child seat as a courtesy, being the responsibility of the parent the correct use of it. Any breach of these conditions by the client and of current legislation on road safety will be the responsibility of the client.

By contracting any of our services, as well as by accepting our Cookies Policy, the User accepts that any image taken during the course of any of our services (excursions, tours, workshops or experiences) may be used in any of the profiles on social networks belonging to this website. The User will therefore transfer the right to the image to this website, which will never share them with third parties. The User may inform the guide that they do not wish to appear in the photographs taken and the guide will respect this.

The purchase of any of our services of excursions, guided tours or experiences implies the acceptance and conformity of these conditions. Oletrips reserves the right not to refund the price of its activities if the client abandons the activity during the tour, does not show up at the meeting point or if there is a delay of more than 10 minutes. The guide has the right to leave the meeting point if the client does not show up and it is impossible to contact him/her by other means.

Confirmation vouchers

Once the booking has been made through our website, the client will automatically receive a confirmation voucher in their email inbox for the services contracted. The client is obliged to carry the confirmation voucher with them on the day of the services.

We recommend that you take out a travel insurance policy prior to your departure, as if you cancel your services or activities and/or change the dates of your visit many policies will reimburse you for the cost of cancellation fees and other additional expenses.

3. Presentation at the contracted service

One day before the service is provided, we will contact you to confirm the pick-up time and meeting point. Oletrips reserves the right to change the pick-up time, always informing the client the day before. It is also the customer’s responsibility to provide a valid telephone number and email address to which he/she must have access at all times. Oletrips cannot be held responsible if the information provided is incorrect and this leads to a delay or no-show at the pick-up time and place. Please always arrive a few minutes before the pick-up time.

A minimum of 3 people is required for any of our services. Oletrips reserves the right to cancel or reschedule the service if this minimum is not reached. 

4. Cancellation policy

4.1. Cancellation by Oletrips

Oletrips reserves the right to cancel an activity, excursion or trip if the minimum number of participants required for its operation is not reached or for any other justified reason or exceptional circumstance.

In such cases, the customer will receive a full refund of the amount paid for the booking.

4.2. Semi-Private Tours

All our excursions and services are subject to the following cancellation conditions:

• In the event of a cancellation by the customer after the booking has been made, a €5 per person cancellation fee will apply, unless the cancellation is due to a justified reason, such as adverse weather conditions, a medical emergency or other exceptional circumstances, which will be assessed on a case-by-case basis.
• For cancellations made between 72 and 24 hours before the start of the activity, 50% of the total amount will be refunded, with the remaining 50% being retained as a cancellation fee.
• For cancellations made less than 24 hours before the start of the activity, as well as in the event of a no-show, no refund will be issued and 100% of the total booking amount will be charged.

The cost of tickets to monuments, attractions or activities that have been purchased and issued specifically for the booking will not be refundable under any circumstances.

4.3. Private Tours

To confirm the booking of a private tour, a 30% deposit of the total amount must be paid in advance. This deposit is non-refundable in the event of cancellation by the customer.

The remaining 70% of the total amount must be paid in full at least two weeks before the date of the service.

In the event of cancellation, the cost of tickets, admissions, reservations or services purchased specifically for the tour will not be refunded under any circumstances, as these costs may be non-refundable by the suppliers.

4.4. Trips Including Overnight Stays

Bookings and payments for trips including overnight stays will only be made once Oletrips has confirmed that the trip is guaranteed and will go ahead.

If the trip cannot be guaranteed or is ultimately cancelled by Oletrips, any amount paid by the customer will be refunded in full.

Once the trip has been confirmed and the booking has been made, the following cancellation conditions apply:

• In the event of cancellation by the customer more than one week before the start of the trip, a cancellation fee equivalent to 50% of the total amount will apply.
• In the event of cancellation during the week before the start of the trip, a cancellation fee of 100% of the total amount will apply.

For this type of trip, it is possible to take out cancellation insurance. If You would like more information, please do not hesitate to contact us.

Rules for semi-private excursions

The driver-guide will wait for all clients for a maximum of 10 minutes from the meeting time. After these 10 minutes and after unsuccessful contact with the client, he/she will be considered as a NO SHOW and will lose the total amount of the contracted service.

In these cases you have the possibility of doing the same tour or a different one for a lower price on an available date. In case of no available dates, Oletrips reserves the right not to refund the amount due to no-show.

In case of the excursion to the Alhambra you will have to pay a surcharge of 35€ per person for the purchase of tickets, as the tickets cannot be rescheduled, cancelled or refunded (contracting policy of the Alhambra management company).

Refund protocol

Oletrips will refund the contracted amount by the same method of payment used by the client.

5. Terms of use

Oletrips reserves the right to change these terms and conditions at any time it deems appropriate.

If you want to inform us about any booking modifications please contact us on info@oletrips.es or calling 0034 616598515.