Terms and conditions of use

TERMS AND CONDITIONS

MASAEL SAL - Travel Agency
Effective Date: [Insert Date]

MASAEL SAL is a travel agency offering vacation packages worldwide. The agency operates under the name MASAEL SAL and is headquartered at:

Address: CALLE JACOMETREZO, 15 - 3 C, 28013, Madrid, Spain.
Website: https://travelmasael.com/

MASAEL SAL guarantees that if a vacation cannot take place, customers will receive a 100% refund within 30 days from the scheduled vacation date. If a customer cancels a vacation package for personal reasons, the refund will be 100% within 14 business days from the date the request is made through customer support.

Customers are responsible for providing accurate booking details, and any modifications must be requested through customer support within 24-72 hours or 1 business day.

1. Definitions and Terminology

  • Agency: Refers to MASAEL SAL, a registered travel agency headquartered in Madrid, Spain.
  • Client: Any individual or group that books a vacation package through MASAEL SAL.
  • Vacation Package: Includes accommodation, guided tours, transport, and optional additional services provided by the agency.
  • Force Majeure: Unforeseen events (natural disasters, war, pandemic, government restrictions) that may affect travel.

2. Booking Process

  • Customers must complete an online or in-person booking form with accurate personal details.
  • Payments must be completed within three (3) business days of receiving the invoice.
  • Once payment is received, the reservation is confirmed, and a booking confirmation email will be sent.
  • Failure to make payment on time results in automatic cancellation.

3. Modification of Travel Packages

  • Traveler name changes are allowed within 24 to 72 hours or one (1) business day after booking.
  • Customers can switch to another package of equal value if requested at least 14 days before departure.
  • If switching to a more expensive package, the difference must be paid.
  • Downgrading to a cheaper package is not allowed, but a voucher for future trips may be issued.

4. Customer Rights and Responsibilities

  • Customers must provide valid identification, passports, visas, and necessary health documents.
  • Customers must adhere to local laws and cultural norms while traveling.
  • Any fraudulent activity (fake bookings, identity theft) will result in legal action.
  • MASAEL SAL is not responsible for personal belongings lost during the trip.

5. Refund and Cancellation Policy

  • If a vacation is canceled by MASAEL SAL due to unforeseen circumstances, a 100% refund will be issued within 30 days.
  • If a customer cancels their vacation package, they will receive a 100% refund within 14 business days from the date of the request via customer support.
  • If cancellation is made less than 14 days before departure, the refund is subject to the agency’s review.

6. Excursions and Included Services

  • MASAEL SAL provides guided tours in multiple languages (English, German, Spanish, Italian, French).
  • Customers will receive a detailed itinerary and additional offers five (5) days before the vacation start date.
  • Discounts are available for restaurants, car rentals, and adventure activities.
  • MASAEL SAL collaborates with local businesses to provide exclusive deals for travelers.
  • Not Included: Personal expenses, visa fees, medical insurance, and non-agency transportation.

7. Travel Insurance

  • Customers are strongly encouraged to purchase comprehensive travel insurance covering:
    • Medical expenses and repatriation.
    • Trip cancellations or interruptions.
    • Lost or stolen baggage.
  • MASAEL SAL is not responsible for medical costs, accidents, or illnesses occurring during the trip.
  • Travel insurance must be arranged before departure, as MASAEL SAL does not provide insurance services.

8. Privacy and Data Protection

  • All customer data is handled according to GDPR regulations.
  • MASAEL SAL will not share personal information with third parties without consent.
  • Customers may request deletion of their data by contacting customer support.
  • Personal data is used only for booking, communication, and promotional purposes (if agreed by the client).
  • MASAEL SAL ensures that all online transactions are secured with encryption technology.

9. Transportation and Luggage Policy

  • Customers are responsible for complying with airline and transport providers’ luggage policies.
  • Oversized or additional luggage may be subject to extra fees.
  • MASAEL SAL is not responsible for lost, delayed, or damaged baggage.
  • Customers should report any baggage-related issues directly to the airline or transport provider.
  • Some vacation packages may include checked baggage—details will be outlined in the booking confirmation.

10. Force Majeure Clause

MASAEL SAL is not liable for cancellations or delays caused by:

  • Natural disasters (earthquakes, floods, hurricanes).
  • War, terrorism, or civil unrest.
  • Government-imposed travel restrictions or pandemics.
  • Airline or transportation strikes beyond MASAEL SAL’s control.
  • Changes in local laws or entry regulations affecting the booked vacation.

In such cases:

  • Customers may reschedule their trip or receive a partial or full refund, depending on circumstances.
  • MASAEL SAL will work to find alternative travel solutions but cannot guarantee compensation for external expenses.

11. Customer Guidelines and Recommendations

  • Customers must arrive at the airport at least 3 hours before departure for international flights.
  • Customers should keep digital and printed copies of their booking confirmation and travel documents.
  • It is recommended to check weather conditions and pack accordingly for the destination.
  • Customers should familiarize themselves with local customs and laws to avoid potential issues during their trip.
  • MASAEL SAL provides emergency contact numbers for support in case of unexpected travel issues.

12. Amendments to Terms and Conditions

  • MASAEL SAL reserves the right to update these terms at any time.
  • Any modifications to the terms and conditions will be posted on the official website.
  • Customers will be informed of significant changes via email if they have an active booking.
  • Continued use of MASAEL SAL’s services after updates signifies acceptance of the new terms.
  • Customers who disagree with changes may cancel their bookings under the standard refund policy.

13. Governing Law and Dispute Resolution

  • These terms and conditions are governed by Spanish law.
  • Customers must first attempt to resolve disputes through MASAEL SAL customer support.
  • If no resolution is reached, disputes will be settled in the courts of Madrid, Spain.
  • MASAEL SAL is not responsible for legal fees incurred by the customer in a dispute.
  • If a third party (e.g., a hotel or airline) is involved, the dispute must be resolved with them directly.

14. Payment Methods and Currency

  • Payments can be made via credit card, bank transfer, or other accepted methods listed on the MASAEL SAL website.
  • All prices are displayed in EUR (€) unless otherwise specified.
  • Customers are responsible for any currency exchange fees charged by their bank or payment provider.
  • If a payment is disputed or reversed, MASAEL SAL reserves the right to cancel the booking until the issue is resolved.
  • In cases of failed payments, customers will be notified and given 24 hours to provide an alternative payment method.

15. Lost or Stolen Items

  • MASAEL SAL is not responsible for lost, stolen, or damaged personal belongings during the trip.
  • Customers should use hotel safes or personal locks to secure valuables.
  • Any theft or loss should be reported immediately to local authorities and MASAEL SAL customer support.
  • Travel insurance is highly recommended to cover loss or theft of valuables.
  • MASAEL SAL will assist customers in reporting lost items but cannot guarantee recovery.

16. Special Requests and Personalized Services

  • Customers can submit special requests (e.g., dietary preferences, accessibility needs) at the time of booking.
  • MASAEL SAL will make reasonable efforts to accommodate such requests but cannot guarantee fulfillment.
  • Requests should be made at least 14 days before departure to increase the likelihood of accommodation.
  • Some services (e.g., wheelchair access, private transfers) may incur additional charges.
  • If a special request cannot be met, MASAEL SAL will inform the customer before departure.

17. Travel Documents and Entry Requirements

  • Customers are responsible for ensuring they have valid passports, visas, vaccinations, and other required travel documents.
  • MASAEL SAL is not responsible for denied entry due to missing, expired, or incorrect documentation.
  • Customers should check with the embassy or consulate of their destination country to verify entry requirements.
  • If a trip is canceled due to failure to meet entry requirements, the standard cancellation policy applies.
  • Some destinations may require health forms, COVID-19 vaccination proof, or additional permits.

18. Customer Conduct and Behavior

  • Customers are expected to behave responsibly and respectfully towards other travelers, guides, and service providers.
  • Any misconduct (e.g., verbal/physical abuse, intoxication, property damage) may result in removal from the trip without a refund.
  • Customers are liable for any damages caused to hotels, transport, or other facilities.
  • In extreme cases, local authorities may be involved, and MASAEL SAL is not responsible for legal consequences.
  • MASAEL SAL reserves the right to deny future bookings from customers who violate behavioral policies.

19. Accommodation and Hotel Policies

  • Accommodation details will be provided at the time of booking.
  • MASAEL SAL is not responsible for hotel-specific policies such as check-in/check-out times, security deposits, or additional local taxes.
  • Hotels may require a valid credit card at check-in for security purposes.
  • Customers must comply with hotel rules and regulations, including smoking and noise policies.
  • If a customer chooses to leave a hotel earlier than scheduled, refunds are subject to the hotel’s policy.

20. Third-Party Services and Liability

  • MASAEL SAL acts as an intermediary between customers and airlines, hotels, car rental companies, and other service providers.
  • The agency is not responsible for:
    • Overbookings, delays, or schedule changes made by airlines or hotels.
    • Service interruptions caused by partner companies.
    • Baggage mishandling by airlines.
    • Hotel amenities or maintenance issues beyond MASAEL SAL’s control.
  • Customers must address complaints related to third-party services directly with the provider.
  • MASAEL SAL will assist customers in filing complaints but is not responsible for compensation from third-party providers.

21. Emergency Assistance and Customer Support

  • MASAEL SAL provides 24/7 customer support for urgent travel-related matters.
  • Customers will receive an emergency contact number before their departure.
  • In case of flight cancellations, lost documents, or medical emergencies, MASAEL SAL will assist in finding alternative solutions.
  • The agency is not liable for expenses related to emergency changes, but will provide guidance on how to proceed.
  • Customers should report any issues or concerns as soon as possible for the best possible resolution.

22. Sustainability and Environmental Responsibility

  • MASAEL SAL is committed to sustainable tourism and encourages:
    • Respecting local cultures and wildlife.
    • Reducing plastic use by bringing reusable water bottles and eco-friendly products.
    • Using energy-efficient transportation whenever possible.
  • Some destinations may charge eco-taxes or sustainability fees, which are the customer’s responsibility to pay.
  • MASAEL SAL partners with eco-conscious hotels and service providers whenever possible.

23. Changes to the Travel Itinerary

  • MASAEL SAL reserves the right to modify the itinerary if necessary due to weather, safety, or operational reasons.
  • If a major change occurs (e.g., cancellation of an excursion), customers will be notified as soon as possible.
  • Where possible, a similar alternative will be provided at no extra charge.
  • If a significant change is made before departure, customers may be offered the choice of:
    • Accepting the changes.
    • Choosing a different package (with price adjustments if applicable).
    • Receiving a refund, subject to terms and conditions.

24. Right to Refuse Service

  • MASAEL SAL reserves the right to refuse service to customers who:
    • Engage in fraudulent bookings or false information.
    • Violate terms of conduct while traveling.
    • Pose a risk to the safety or experience of other travelers.
  • Customers who have been refused service due to misconduct will not receive a refund.

25. Governing Language and Final Provisions

  • The official language of these Terms and Conditions is English.
  • Translations into other languages (Spanish, French, Italian, German) are provided for convenience only.
  • In case of discrepancies, the English version shall prevail.
  • By booking a vacation with MASAEL SAL, customers agree to all the terms stated in this document.

These Terms and Conditions apply to all bookings made through MASAEL SAL. By confirming a reservation, customers acknowledge and agree to these terms.

For any inquiries, contact our customer support team at:
📧 [Insert Email]
📞 [Insert Phone Number]

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