Booking and cancellation policy

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Booking policy

Reservation is understood as the request for one or more of the services and / or experiences offered by RAIZES Personal Tourism (hereinafter RAIZES) upon acceptance of the corresponding rate and/or budget.

The budget request and the acceptance thereof do not constitute the formalization of the reservation.

Once the reservation has been accepted by the client, RAIZES will issue a proforma invoice containing, among others: the base price (without taxes or fees), taxes and/or fees to be applied, identification code or reference number and a bank account number owned by RAIZES where to make the deposit.

The amount to be payed in as a reservation will be at least 50% of the retail price. However, the client can make the income of 100% of the cost of the experience and/or service if he prefers it and avoid incurring double expenses for transfers or commissions that may generate. The remaining 50% of the price of the retail price will be made at most 1 hour before departure.

For experiences and / or services contracted with an advance of only 72 hours or less, the amount to be entered as a reservation will be 100% of the retail price.

The deposit must be accompanied in the field concept the reference that is indicated in the proforma invoice.

In any case, the amount deposited as a reservation will be understood as a payment on account of the service and/or experience contracted.

In no case, RAIZES will assume the cost and/or expenses incurred by the client when he makes the reservation payment.

The client must send the proof of income to email: equipo@raizes.es

After verifying the deposit, RAIZES will issue a receipt that will be sent to the client as proof of payment and reservation of the experience and/or services contracted, where the total retail price will be recorded and what amount is advanced as a reservation.

The reservation of the service will only be effective after the verification of the deposit by RAIZES, after that the company will ensures the availability of the service and/or experience.

After the reservation, the final price will not be altered unless, by request of the client, agreed modifications will be made to the budget object of the reservation. For this case, the proforma invoice will be reissued with the new amount. Based on the result of the difference between the amount previously deposited as reserve and the new, fruit of the modified one; the customer must make a new income for the resulting amount. For the case in which the difference was negative, RAIZES will discount that amount from the new retail price, issuing a new receipt that will cancel the previous one.

RAIZES keeps the right to increase the retail price if in the course from the reservation to the realization of the service and/or reserve, there is an increase or decrease in the corresponding rates and taxes that, as a legal company, RAIZES must pass on to the final consumer (for example: VAT)

Cancellation, reimbursement, alteration and withdrawal by the customer policy

For any modification or cancellation of a reservation you should contact RAIZES. Cancellations can not be made through the website.

Cancellation

In any case, it should be payed the management and cancellation expenses incurred, properly and duly justified plus a penalty consisting of:

  • 10 percent of the total amount, if the cancellation occurs more than ten and less than fifteen days before the date of commencement of service and/or experience.
  • 25 percent of the total amount, between three and ten days before the date of commencement of the service and/or experience.
  • and 50 percent of the total amount, between less than 72 hours and up to 24 hours before the date of commencement of the service and/or experience.
  • Within 24 hours before departure, the customer assumes the loss of the amounts deposited as payments on account.

Refund

The refund will be applied in accordance with the terms of the cancellation policy.

In any case, RAIZES will not incur the expenses generated by the reimbursement of the amounts deposited as a reservation and/or as payment on account in advance of the retail price of the service and/or experience. If there are, the expenses will be deducted from the amount to be reimbursed.

Once the service and/or experience has started, in no case the services included and not used will be reimbursable unless the cancellation is due to force majeure. For such case, the proportional part not enjoyed will be reimbursed.

Refund in shore excursion. When an experience is hired by a client who travels on a cruise ship and it does not dock at port of call ‘Almeria’ due to weather or another issue. Free charges in refund.

Alteration

In the event that the client wants to make a change on the agreed date for the performance of the service and/or experience and RAIZES can not perform the service and/or experience for the new date, RAIZES will be entitled to request compensation for lost profits for the amount of 10 percent of the retail price.

If said alteration occurs at or less than 15 days from the date of commencement of the service, the cancellation expenses derivative shall be added to the amount described in the preceding paragraph.

Refund in shore excursion. When an experience is hired by a client who travels on a cruise ship and it does not dock at port of call ‘Almeria’ due to weather or another issue. Free charges in refund.

Withdrawal by the client

In case the client does not show up at the agreed place at the agreed time and date, he will not be entitled to any refund of the amount paid.