General terms and conditions

1. Who we are and what these terms govern

The service is provided by Menorca Bus, S.L., tax ID (NIF) B07642218, with registered address at C/ Bajolí 7 (Polígono Industrial POIMA), 07714 Mahón, Balearic Islands, Spain, registered in the Commercial Registry of the Balearic Islands (sheet IM-1149). Contact: tel. +34 971 366 600 · info@menorcabus.com · reservas@menorcabus.com · www.menorcabus.com.

These terms govern the transfers booked through www.menorcabus.com: the shared Shuttle, the private transfer and the VIP transfer, to and from the airport and the ports of Menorca. For the purposes of these terms, the “customer” is the person who makes the booking and the “passenger” is the person who travels; where the booking includes the passenger’s telephone number, operational notices will be addressed to them. References to consumer rights protect those who contract as such; these terms apply equally to businesses and professionals, without the protections reserved for consumers under consumer legislation.

What each service is

• Shared Shuttle: transfer by coach or minibus shared with other passengers, with stops at various hotels or pick-up points. It has no fixed timetable: the time is arranged according to the flights and bookings of the day and is confirmed by email between 24 and 12 hours in advance (clause 3). On arrival, the wait on board the coach after landing may be up to 1 hour while passengers from several flights are grouped together, and the journey includes the stops at the various accommodations: the complete service may take between 2 and 3 hours.
• Private transfer: vehicle for the exclusive use of the customer and their companions, with no intermediate stops and at an agreed time, between the meeting point at the airport or port (clause 4) and the address given, or vice versa. The duration is that of the direct road journey to the destination, depending on the part of the island and traffic conditions.
• VIP transfer: private transfer provided in a high-end vehicle with driver and complimentary amenities, with the particular features set out in clause 15.

Comparison table of the three services

Each column is a service —shared Shuttle, private transfer and VIP transfer— and each row an aspect of the transfer, together with the clause that governs it. Where the VIP transfer works in the same way as the private transfer, this is indicated. This table summarises the clauses and does not replace them: in case of doubt the text of the clause prevails.

The other services in our catalogue (excursions and groups, events and weddings, school transport, sports clubs, MICE, cruises, minibus hire with driver and PRM transfers) are contracted by quotation and are governed by the conditions of their quotation and, in anything not provided for therein, by these terms.

2. Booking

Bookings are made through www.menorcabus.com, in the Transfers section. The website itself shows at any given time which services can be booked and the seats available on them: while a service is displayed, its sale is open and it can be booked; once it is no longer displayed, the sale is closed and it can no longer be booked.

When booking you must provide the following details: type of service (arrival or departure), flight time and number, customer name, origin and destination. For departure services you must also state: for private transfers and VIP transfers, the desired pick-up time, the accommodation of origin and the name of the booking; for the shared Shuttle, the time and number of the departing flight, the accommodation of origin and the name of the booking.

Who sets the pick-up time. On the shared Shuttle the customer does not choose the pick-up time, either for arrivals or for departures: Menorca Bus sets it on the basis of the flight stated in the booking and of all the pick-ups for that day, and notifies it in accordance with clause 3. For the private transfer and the VIP transfer the pick-up is likewise arranged on the basis of the flight stated in the booking; however, the customer may decide the pick-up time when making the booking, by stating it expressly, in which case that is the time agreed in the confirmation (clause 3).

The customer must be at the pick-up point 5 to 10 minutes before the time stated in the booking or notified by Menorca Bus.

On the shared Shuttle the transfer is provided either by coach or by minibus, depending on the passengers and the routes of each day, and the customer does not choose the type of vehicle.

For the private transfer and the VIP transfer, the vehicle category and type shown are indicative: for operational or availability reasons, the service may be provided with another vehicle, guaranteeing in all cases an equal or higher category, sufficient seats and the extras contracted (child restraint systems, declared baggage, adaptations), at no additional cost. If exceptionally the service were provided with a lower category, the customer may request a refund of the price difference by means of a written complaint describing the incident (clause 19); once verified, the difference will be paid.

All details provided must be correct, accurate and complete, including the name in which the booking is made: the service is provided in the name and with the details entered in it. The customer must check the confirmation on receiving it and report any correction as soon as possible, which will be free of charge under the terms of clause 6. Errors or omissions in the details attributable to the customer that prevent the service from being provided will be dealt with in accordance with clause 9.

Last Minute bookings

Menorca Bus may offer the seats left on shared Shuttle services that are already scheduled, under the Last Minute arrangement. These are the bookings in which the passenger joins a coach that already exists, instead of giving rise to the planning of a transfer of their own; the website identifies them as such during the search and before payment. These bookings are made exclusively through www.menorcabus.com, at the rates published on the website at the time of booking, and are subject to the availability existing at that moment, which is shown in real time and may run out: the booking is only formalised when the system confirms the seat and the confirmation is sent (clause 3). If a paid booking could not be confirmed, it will be refunded in full in accordance with clause 5.

These seats are offered while the website keeps the sale of the service open and only while seats remain. If the service is no longer displayed on the website, its sale is closed and it cannot be booked.

Under this arrangement the customer does not choose the pick-up time: it is that of the already scheduled service to which the seat is assigned. The time and flight number the customer provides when searching are used solely as a reference to locate the services compatible with their arrival or departure; once that search is made, the booking is linked to the coach already scheduled and to the flight that serves as the reference for that service —the flight that originates it or the one closest to the customer’s—, which may not coincide with the flight entered by the customer. The assignment of the seat does not change the timetable or the route of the service, which remain as scheduled.

As a result of the above, the estimated arrival or departure time corresponding to that reference flight is not that of the customer’s own flight, so the pick-up time may differ from the one that would have been assigned in an ordinary booking. Before completing the booking, the customer must check that the timetable of the service offered is compatible with their flight.

Nor does the customer choose the drop-off or pick-up point: they may only select from the destinations that already form part of the service’s route, as shown on the website. The vehicle makes no stops other than those provided for on that route.

Last Minute bookings admit no changes, give no right to a refund and do not allow Flex Cancellation to be taken out. These three rules apply regardless of how far in advance the booking was made and of the moment at which the change or the cancellation is requested (clauses 6, 7 and 8).

In all other respects, Last Minute bookings are subject to the conditions of the shared Shuttle, with the particularities set out in clauses 3 (confirmation), 6 (changes), 7 (cancellation, with no refund and with no possibility of taking out Flex Cancellation) and 10 (waiting times and flight monitoring).

3. Confirmation and pick-up times

Once the booking is completed, the customer will receive a confirmation by email at the address given during the booking process. The confirmation will include the details of the service, the breakdown of the price per journey, the date and time limit for free cancellation and these general terms and conditions.

On the shared Shuttle, Menorca Bus coordinates pick-up times according to flight arrivals and departures, the location of the accommodation and the time needed to reach the airport; the service is planned so that the customer arrives at the airport at least 2 hours before their flight departure. For the private transfer and the VIP transfer, the pick-up time is the one the customer states when booking (clause 2), and it is agreed as such in the confirmation. When choosing it, we recommend allowing for the journey time from the part of the island where the accommodation is located and being at the airport at least 2 hours before the flight departure.

For shared SHUTTLE services departing from more distant areas, such as Ciutadella de Menorca, Cala en Bosch or Cala en Blanes, the hotel pick-up window may be up to 4-5 hours before the flight departure, especially in high season, due to transfer times, traffic and airport operations. These margins are set in order to guarantee the service, the punctuality of the transfer and arrival at the airport in good time.

For shared Shuttle services, Menorca Bus will send an email between 24 and 12 hours before the service confirming the pick-up time and place. If 12 hours before the service the customer has not received it (also checking the spam folder), they must request it by telephone or email; failure to check the email does not exempt the customer from attending the pick-up.

In Last Minute bookings (clause 2) there is no such advance notice: the confirmation, with the pick-up time and place of the service to which the seat has been assigned, is sent once the booking is completed. The same applies to any booking made when that notice is no longer possible. The customer must check the confirmation immediately, because the pick-up may take place within the following hours.

4. Meeting point

For airport arrivals on the shared Shuttle and on the private transfer, the customer must go to the MenorcaBus office, following the instructions given in the service confirmation; for the VIP transfer the pick-up takes place in front of the terminal entrance door or at the requested point (clause 15). For departures, in all three services the driver will wait outside the hotel or at the agreed point, in the authorised areas, at the confirmed time.

The exact meeting point and the instructions for finding it are provided in the confirmation email and in the booking details: where the office or meeting area is, the pick-up time and the contact telephone numbers. The customer must read that information before travelling and follow the instructions given in it.

Airport pick-ups by service: on the shared Shuttle and on the private transfer, the pick-up takes place at the MenorcaBus office; on the VIP transfer, in front of the terminal entrance door or at the requested point (clause 15).

If the customer cannot find the driver or the meeting point, they must call the assistance telephone number given in their confirmation before leaving the area (clause 9).

5. Price, payment and right of withdrawal

These general terms and conditions are permanently published at www.menorcabus.com and are displayed during the booking process before payment, so that they can be read, saved and printed. To complete the booking it is necessary to accept them expressly by ticking the corresponding box; the completion button clearly states that the booking entails an obligation to pay. They are also sent, together with the details of the service, in the confirmation email.

The price shown during booking is the final price and includes applicable taxes. Optional services (child seats, Flex Cancellation or others) are shown itemised before payment is completed.

Payment is made on completing the booking, using the payment methods available in the purchase process. The contract is formalised when the confirmation is sent by email (clause 3). If, exceptionally, a paid booking could not be confirmed, the customer will be notified immediately and everything paid will be refunded within a maximum of 14 calendar days by the same means of payment. Before completing the purchase, the customer may review and correct the details entered. The contract is filed electronically and the customer may request a copy at reservas@menorcabus.com. The language of the contract is Spanish, without prejudice to informative translations (clause 21).

Right of withdrawal: pursuant to article 93.k) of Royal Legislative Decree 1/2007 (TRLGDCU), the regime governing distance contracts —including the 14-day right of withdrawal— does not apply to contracts for passenger transport services. There is therefore no right of withdrawal. This does not limit the rights of modification and cancellation under clauses 6 and 7, nor the customer’s rights in the event of breach by Menorca Bus (clauses 17 and 18).

6. Changes to the booking

Private transfer and VIP transfer: the customer may change their booking (date, time, number of passengers or pick-up point) free of charge up to 24 hours before the service, subject to availability, by contacting Menorca Bus by telephone or by email at reservas@menorcabus.com; the user panel does not allow changes to be made. With less than 24 hours to go, the booking can no longer be changed. If the change results in a higher price, the difference must be paid; if it is lower, it will be refunded.

Shared Shuttle: the customer may request, up to 24 hours before the service and always subject to availability, a change of the transfer date, of the pick-up accommodation and of the declared flight, by contacting Menorca Bus by telephone or by email at reservas@menorcabus.com; the user panel does not allow changes to be made. The pick-up time cannot be changed directly, because Menorca Bus sets it on the basis of the flight stated in the booking: when the flight is changed, the pick-up time is recalculated accordingly and notified in accordance with clause 3. With less than 24 hours to go, the booking can no longer be changed.

In all three services, within the last 24 hours no change is accepted. Having contracted Flex Cancellation or Flex Cancellation Private does not change this rule: those guarantees extend only the right of cancellation (clause 8); they do not allow the booking to be changed. Last Minute bookings (clause 2) admit no changes whatsoever, regardless of how far in advance they were made and of the moment at which the change is requested, because the seat is assigned on a service that is already scheduled.

Additional seats are not a change to the booking: anyone wishing to travel with more passengers must purchase the corresponding seats, subject to availability.

In all services, the flight stated in the booking is deemed, for organisational purposes, to be the flight on which the passenger actually travels, both on arrival and on departure, and schedules are planned accordingly. If the passenger travels on a different flight without having notified this under the terms of this clause, Menorca Bus is not liable for any impossibility of providing the service, or for its inadequacy, arising exclusively from that omission, and clause 9 will apply. This provision does not exempt Menorca Bus from its own breaches. Last Minute bookings are excepted: the flight provided by the customer serves only as a reference and the booking is linked to the already scheduled service, on the terms of clause 2.

7. Cancellation by the customer and refunds

Cancellation will be free of charge up to 24 hours before the service, with a full refund of the amount paid. Those 24 hours are counted from the pick-up time for the private transfer and the VIP transfer, and from the time of the flight stated in the booking for the shared Shuttle. The confirmation states the exact day and time up to which the booking may be cancelled free of charge.

Cancellation may be made from the user panel on the website or, with the same effect, by email to reservas@menorcabus.com sent from the address given in the booking (the date of receipt determines the time of cancellation) or by telephone during office hours. If a technical incident on the website prevented cancellation within the deadline, notification by email within the deadline will suffice.

Cancellations requested with less than 24 hours’ notice do not give rise to a refund (cancellation charges of 100 % of the price of the service), unless the customer has contracted Flex Cancellation or Flex Cancellation Private (clause 8). This percentage is due to the fact that, from that moment on, the vehicle, the driver and the seat are committed within the route planning and the seat can no longer be resold, so that the management and provision costs are equivalent to the full amount. This consequence is prominently notified before payment. Bookings made under the Last Minute arrangement (clause 2) give no right to a refund in any case, regardless of how far in advance they were made and of the moment at which they are cancelled, and under this arrangement Flex Cancellation cannot be taken out either (clause 8): there is therefore no guarantee extending the right of cancellation. This is likewise notified before completing payment.

In return bookings, each journey is treated independently for the purposes of change, cancellation, Flex Cancellation and no-show, with the deadlines calculated per journey. A single journey may be cancelled, with a refund of the amount for that journey according to the breakdown in the confirmation. Cancelling or not using the outward journey does not affect the return journey, which remains valid unless expressly cancelled by the customer.

Refunds are paid by the same means of payment used for the booking, within a maximum of 14 calendar days from the request.

Services contracted by quotation (groups, excursions, events and similar): their modification and cancellation are governed by the conditions sent with each quotation by email; in anything not provided for therein this clause will apply on a supplementary basis.

8. Flex Cancellation

Flex Cancellation is an optional service that extends the customer’s right of cancellation and may be added during booking in two forms that work identically: Flex Cancellation (shared Shuttle) and Flex Cancellation Private (private transfer and VIP transfer). It cannot be taken out on Last Minute bookings (clause 2).

It allows cancellation up to 4 hours before the pick-up time notified —or, if it has not yet been notified (shared Shuttle), before the time of the flight stated in the booking— with a refund of 100 % of the price of the cancelled transfer, within a maximum of 14 calendar days and by the same means of payment. If cancellation is made with less than 4 hours’ notice, the general regime of clause 7 applies (no refund), including where the cause is the cancellation of the flight by the airline; for that risk, travel insurance is recommended.

Flex Cancellation and Flex Cancellation Private extend only the right of cancellation: they do not allow the booking to be changed. Changes are governed in all cases by clause 6 and are not accepted within the 24 hours before the service.

The price of Flex Cancellation is a percentage of the transfer price, is shown itemised before payment and is not refundable in any case of cancellation by the customer, as it is the price of the option; it is refunded if it is Menorca Bus that cancels the service (clause 17). In return bookings, Flex Cancellation covers all the journeys of the booking for which it is contracted and the deadline is calculated per journey.

These are the essential conditions of Flex Cancellation; its full terms are displayed before contracting it, are available at www.menorcabus.com and are incorporated into the confirmation.

9. No-show

If the passenger does not appear at the pick-up point within the applicable waiting time (clause 10) and has not given notice, the service will be deemed not used for reasons attributable to the customer and will not give rise to a refund, in the same way as a cancellation with less than 24 hours’ notice. Before treating the passenger as a no-show, Menorca Bus will attempt to contact them on the telephone number given in the booking, and a record of the attempt will be kept.

Before leaving the meeting point or arranging alternative transport, the customer must call the assistance telephone number given in their confirmation, which is operational whenever there are scheduled or ongoing services; +34 971 366 600 also handles administrative matters during office hours (8:00–19:00). If the passenger gives notice within the waiting time that they will be late, Menorca Bus will try, without being able to guarantee it, to reallocate them to the next available departure (shared Shuttle) or to readjust the pick-up (private and VIP), at no additional cost.

If the customer, the service being available at the confirmed point and time, resorts on their own initiative to a taxi or another transport company without having called the assistance telephone number, they will be deemed to have voluntarily waived the service, with no right to a refund or to payment of the alternative transport. Conversely, if the vehicle does not appear and, after the customer calls the assistance telephone number (or contact proves impossible), Menorca Bus does not offer a solution compatible with the purpose of the transfer —in particular, with the flight time—, the customer may arrange reasonable alternative transport and will be entitled to a full refund of the service not provided and of the justified cost of that transport, in accordance with clause 17.

During the service window, the customer must be contactable on the telephone number or, failing that, at the email address given in the booking.

10. Waiting times and flight monitoring

Menorca Bus monitors the arriving flights stated in the booking.

Flight delay (the same flight operates later than its scheduled time): for private and VIP transfers the pick-up is adjusted to the new time at no additional cost; on the shared Shuttle the next available departure of the same operating day is offered. Operations are subject to the opening hours of Menorca airport: if the delay moves the landing to the airport’s night-time closure or to the following day, the passenger must contact Menorca Bus as soon as they become aware of the delay, through the assistance telephone number given in the confirmation, and a solution will be offered depending on operational availability. If no alternative proves possible, clause 17 will apply (cancellation with a full refund of the journey not made).

On the shared Shuttle, the waiting times included for airport pick-ups, counted from landing, are up to 60 minutes on domestic flights and up to 2 hours on international flights. These periods are the passenger’s margin to reach the meeting point: arriving within that period, they will travel on the departure in progress or, if their vehicle has already left, on the next one available at no cost. The difference between the two periods reflects the time the passenger needs to disembark, pass passport control —which applies to international flights— and collect checked baggage.

In Last Minute bookings (clause 2), the flight entered by the customer serves as a reference for their waiting time and for the monitoring under this clause, but the service to which the seat has been assigned keeps the timetable and route with which it was scheduled and does not alter them because of that booking. Within the periods set out in the previous paragraph, the passenger will travel on the departure under way or, if their vehicle has already left, on the next available departure with free seats; once those periods have elapsed without appearance or notice, clause 9 will apply.

On the private transfer and the VIP transfer the customer has a vehicle booked for their exclusive use and at their disposal, the pick-up of which is adjusted to the flight declared in the booking. The passenger must go to the meeting point given in the confirmation email and in the booking details, following the instructions provided there (clause 4); if they cannot find the driver, they must call the assistance telephone number before leaving the area (clause 9).

On departure services for the private transfer and the VIP transfer, at pick-ups at the accommodation or another agreed point, the driver will wait up to 15 minutes from the confirmed time.

On the shared Shuttle, by contrast, the coach cannot delay its route, because it carries other passengers with scheduled flights: if the passenger is not at the confirmed point and time, the vehicle will continue its route and clause 9 will apply.

Once the waiting time has elapsed without the passenger appearing or giving notice, clause 9 will apply.

Cancellation or rescheduling of the flight by the airline (cancellation of the flight or its replacement by another flight number or another schedule, as opposed to a mere delay): this is a matter beyond Menorca Bus’s control, and Menorca Bus keeps its service available to the customer. The rules of clause 7 apply according to when the customer reports the incident: with 24 hours or more notice they may change the booking free of charge or cancel with a full refund; with less than 24 hours no refund is due, except where Flex Cancellation is exercised within its deadline (clause 8). The transfer for the new schedule constitutes a new service, which may be contracted according to rates and availability. WARNING: Menorca Bus does not refund the transfer when the flight is cancelled or rescheduled by the airline with less than 24 hours’ notice; that cost may be claimed from the airline responsible under air passenger rights legislation (Regulation (EC) 261/2004) or from the passenger’s travel insurance, which we expressly recommend taking out. This warning is also displayed during the purchase process.

11. Baggage

The price includes, per passenger: 1 suitcase or bag of up to 20 kg and 158 cm combined dimensions (length + width + height), and 1 piece of hand baggage of up to 5 kg and 45 × 35 × 20 cm.

On the private transfer and the VIP transfer the service is contracted with the whole vehicle —not a specific vehicle, which can only be contracted by quotation (clause 15)—, and the baggage allowance is likewise counted per travelling passenger, not by the number of seats in the vehicle.

Special baggage means any item exceeding the above allowance in number, weight or dimensions, as well as bicycles, surfboards or paddle boards, golf equipment, large musical instruments, folding wheelchairs and similar mobility aids, personal mobility vehicles (electric or manual scooters, skateboards, hoverboards, unicycles and similar), electric bicycles and folding electric mopeds or motorcycles, and any other similar object by volume, weight or shape. Special baggage is only accepted on the private transfer and the VIP transfer: it must be stated when booking —with its type, weight and dimensions— and a supplement per item and journey must be paid, the current amount of which is shown, taxes included, before completing the payment. It is contracted during the booking process or, if the option is not available online, by requesting and confirming it with our office before the service. Special baggage is not accepted on the shared Shuttle. The only additional baggage that can be contracted on the shared Shuttle is the extra suitcase: one more suitcase or bag per passenger, within the same weight and dimensions as the one included (up to 20 kg and 158 cm), which must be stated when booking and paying a supplement per item and journey, the current amount of which is shown, taxes included, before completing the payment. Apart from that extra suitcase, no other baggage supplement can be contracted on the shared Shuttle.

Special baggage not declared in the booking may not be accepted if the assigned vehicle cannot carry it safely; in that case, the passenger may choose between travelling without that item or requesting, subject to availability, an additional vehicle, the price of which will be notified to them and will require their express acceptance before it is dispatched.

The mobility aids of a passenger with a disability or reduced mobility (wheelchair, walking frame, crutches and similar) must likewise be declared when booking, with their type, weight and dimensions, so that a suitable vehicle can be assigned, but they do not count as baggage nor do they give rise to any supplement (clause 14).

Liability for loss of or damage to the baggage carried is that laid down in the land transport regulations, with the compensation limit legally in force per kilogram (currently €14.50/kg), except in the case of wilful misconduct or an express declaration of higher value accepted by Menorca Bus. Mobility equipment of persons with disabilities does not count as baggage and is not subject to that limit (clause 14). We recommend keeping valuables with you (documents, money, electronics, medication) and taking out travel insurance covering baggage. Items left behind in the vehicle are kept temporarily and their recovery is arranged with our office; shipping costs are borne by the passenger.

12. Children and child seats

On the private transfer and the VIP transfer, baby seats, infant carriers or booster seats may be requested during booking, with a supplement per unit and journey, the current amount of which is shown, taxes included, before completing the payment. On the shared Shuttle, no child seats or booster seats are fitted, owing to the characteristics of coaches and minibuses. If the customer does not contract the child seat or booster seat, they must provide and use their own approved child restraint system (CRS).

In cars and vehicles with up to 9 seats (private transfer and VIP), and in accordance with article 117 of the Spanish General Traffic Regulations, children of a height equal to or less than 135 cm must travel with a CRS suited to their height and weight, and must always occupy the rear seats. In coaches and minibuses with more than 9 seats (shared Shuttle), children will use the seat belt in accordance with the regulations applicable to these vehicles and will occupy the seats indicated to them, never the first row. These obligations are prominently notified during booking and in the confirmation.

Responsibility for ensuring that the child travels with the CRS required by law lies exclusively with their parents, guardians or accompanying adults: they must contract it in the booking or provide their own approved one, suited to the child’s height and weight, and check it before the journey. Menorca Bus accepts no liability whatsoever for the consequences of breaching this obligation, notified during booking and in the confirmation.

Minors will always travel accompanied by an adult responsible for the minor throughout the journey, without exception. If a minor appears without an accompanying adult, they cannot be carried and the matter will be dealt with in accordance with clause 9.

13. Pets

Pets are accepted on all our services —private transfer, VIP transfer and shared Shuttle—, provided this is always stated in the booking. On the private transfer and the VIP transfer they travel on a lead and secured with the seat belt or an approved harness. On the shared Shuttle they travel in a suitable carrier provided by the customer, placed next to its owner.

Large animals, or animals that because of their size cannot be carried inside the vehicle, must be confirmed when making the booking by writing to reservas@menorcabus.com: Menorca Bus will reply as to whether carriage is possible and on what conditions.

Any damage or extraordinary cleaning caused by the pet will be borne by the customer, at its justified actual cost.

If the pet was not stated in the booking and the assigned vehicle cannot carry it safely, Menorca Bus may refuse to carry it; if the customer therefore decides not to travel, clause 9 will apply.

Assistance dogs always travel free of charge, without the need for a carrier and without the need for prior declaration, on all services.

14. Passengers with reduced mobility (PRM)

Menorca Bus serves persons with disabilities or reduced mobility on equal terms. Where an adapted vehicle is required (travelling in one’s own wheelchair) or specific assistance is needed, the transfer may be booked directly at www.menorcabus.com, choosing the corresponding adapted service, or requested through our contact channels. In either case the type and dimensions of the wheelchair or technical aid must be stated, and whether boarding assistance is required.

The adapted vehicle is provided subject to availability, as the fleet is limited, and this is notified during booking: Menorca Bus confirms availability within a maximum of 48 hours from the booking or the request or, if the service is sooner, as quickly as possible. If it cannot be confirmed, this will be notified immediately and everything paid will be refunded in full in accordance with clause 5. The booking or the request may only be refused where safe boarding is technically impossible with the vehicles available or is prevented by safety obligations, notifying this in writing stating the reason and, where possible, an alternative.

If the passenger can occupy a conventional seat and their technical aid is foldable and transportable, the transfer will be contracted as a private transfer or VIP transfer, stating this expressly in the booking; it is not provided on the shared Shuttle. Carriage of the wheelchair and other technical aids is always free of charge, does not count as baggage and does not give rise to any supplement on the rate of the service contracted; loss of or damage to them attributable to Menorca Bus will be compensated with the cost of their repair or replacement.

15. VIP transfers

The VIP transfer is governed by the same terms as the private transfer (booking, changes, cancellation, waiting times, baggage, children and pets), with the following particular features: It is provided in high-end vehicles with driver (for example, Mercedes S-Class, E-Class or V-Class, Audi A8 or similar, subject to availability). The category contracted is respected in all cases; the specific model is not guaranteed. If exceptionally the service were provided with a vehicle of a lower category than the one contracted, the customer may complain in writing (clause 19) and Menorca Bus will process the appropriate solution, including, where applicable, a refund of the price difference with respect to the standard private transfer. The pick-up takes place in front of the terminal entrance door or at the point requested by the customer, provided that stopping there is legal and physically possible; failing that, Menorca Bus will set the nearest suitable point and will notify it before the service. The driver usually carries a sign with the customer’s name; the sign is a customary courtesy, not a guarantee. As a free courtesy, unrelated to the price of the service, we endeavour to include water and refreshing wipes. These amenities are subject to availability and their possible absence does not constitute a breach of the service nor give rise to any compensation; they are also described in this way in the advertising of the service. If the customer wishes a specific vehicle or model (make, model, colour, equipment or any other special request), it must be contracted by quotation through our contact channels; the online booking does not allow a particular model to be guaranteed.

16. Rules on board and right of admission

The use of the seat belt is compulsory in all seats fitted with one. Smoking, vaping, consuming alcohol and eating on board are not permitted. It is likewise prohibited to carry or consume drugs or other narcotic substances in the vehicle; the legal liability arising from carrying or consuming them lies exclusively with the offending passenger.

Menorca Bus may refuse boarding or interrupt the journey —a decision carried out by its driving staff on behalf of the company—, with no right to a refund, in the case of anyone who compromises the safety of the vehicle or the wellbeing of the other passengers (state of drunkenness or intoxication, aggressive or dangerous behaviour). Passengers who breach these rules may be removed from the vehicle during the service —always in a proportionate manner and at a place that does not put the person at risk—, with no right to a refund, and will answer for their acts before the competent authorities. Refusal of boarding or interruption of the journey will be documented.

Damage caused to the vehicle or the need for extraordinary cleaning attributable to a passenger will be borne by the person causing it, at its justified actual cost.

17. Incidents attributable to Menorca Bus

If Menorca Bus cancels the service or is unable to provide it, the booking will be cancelled and the customer will be refunded everything paid —including, where applicable, Flex Cancellation— within a maximum of 14 calendar days and by the same means of payment.

In the event of any incident on the day of the service, the customer may call the assistance telephone number given in their confirmation, operational for incidents relating to services in progress or about to start whenever there are scheduled services. The office (+34 971 366 600) handles administrative and financial matters —refunds, returns, invoicing and compensation— from 8:00 to 19:00.

18. Liability and force majeure

Menorca Bus is liable for the correct provision of its services in accordance with the land transport and consumer protection regulations. Nothing in these terms limits the rights that mandatory rules grant to consumers.

Menorca Bus will not be liable for delays or breaches caused by force majeure or unforeseeable circumstances, that is, by events that are unforeseeable or which, though foreseen, are unavoidable (article 1105 of the Spanish Civil Code), such as extreme weather events, closures or restrictions of airports or ports, extraordinary and unforeseeable traffic congestion, third-party accidents blocking the road, checks or instructions from the authorities, or strikes by third parties unrelated to Menorca Bus and to the companies providing the service on its behalf. It is for Menorca Bus to prove the cause. In such cases an attempt will be made to provide the service with the means available; if this proves impossible, everything paid for the service not provided will be refunded within a maximum of 14 calendar days and by the same means of payment, with no additional compensation, as the cause is not attributable to Menorca Bus.

Pick-up times and journey times are estimates planned with professional diligence on the basis of traffic and operations; we recommend allowing a sufficient margin, especially when connecting with flights. The indicative duration of each service is that described in clause 1. This provision does not exclude Menorca Bus’s liability where the delay or breach is due to negligent planning or performance.

The service may be provided with the company’s own vehicles and drivers or those of partner companies —including taxis or other transport companies, where there is no availability in its own fleet—, with Menorca Bus retaining liability towards the customer. If it is the customer who resorts to a taxi or another company without contacting Menorca Bus, clause 9 will apply.

If, due to a technical or typographical error, an amount higher than the one confirmed were charged, the excess will be refunded by the same means of payment within a maximum of 14 calendar days. If the website displayed by mistake a manifestly incorrect price —so low that any average consumer would recognise the error—, Menorca Bus will notify the customer as soon as it becomes aware of it and always before the service, and the customer may choose between keeping the booking by paying the difference up to the correct price or cancelling it with a full refund of what has been paid.

19. Complaints

Office opening hours are from 8:00 to 19:00. The customer may address any complaint to info@menorcabus.com or reservas@menorcabus.com, by telephone on +34 971 366 600 (during office hours) or in writing to the registered address. Menorca Bus will reply within a maximum of one month.

Incidents should preferably be reported as soon as they occur —if possible during the service itself, so that we can intervene and resolve them—. A written complaint may be submitted at any time within the legal deadlines; we recommend doing so within 21 days after the service in order to facilitate verification of the facts, without later submission limiting its processing or the customer’s rights.

Menorca Bus has official complaint forms available to customers in accordance with the applicable consumer and transport regulations. If the complaint is not resolved, the customer may turn to the consumer services of the competent administration and to the Transport Arbitration Boards (Spanish Act 16/1987): disputes of an amount not exceeding the legally established threshold (currently €15,000) are deemed submitted to them unless one of the parties expressly objects before the service begins.

20. Data protection

Controller: Menorca Bus, S.L. Purposes: managing the booking, providing the service and handling operational communications. Legal basis: performance of the contract and compliance with legal obligations. Rights: access, rectification, erasure, objection, restriction and portability, at info@menorcabus.com. Data are processed in accordance with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Act 3/2018 (LOPDGDD); full information in the Privacy Policy at www.menorcabus.com.

21. Applicable law, jurisdiction, languages and version

These terms are governed by Spanish law, without prejudice to the mandatory protective rules applicable to consumers. For customers contracting as consumers, any dispute will be submitted to the courts of the consumer’s domicile or to those corresponding under procedural law; for businesses and professionals, to the courts having jurisdiction under the law.

The versions of these terms in other languages are translations offered to make them easier to understand: the contractual version is the Spanish one, which prevails in the event of divergence, as notified before contracting. Version and transitional regime: version 1. Each amendment of these terms will state its effective date. These terms apply to bookings made on or after their effective date; earlier bookings are governed by the terms in force —and sent by email— at the time of contracting.

Menorca Bus, S.L. · NIF B07642218 · C/ Bajolí 7 (Polígono Industrial POIMA), 07714 Mahón, Illes Balears · Commercial Registry of the Balearic Islands, sheet IM-1149 · +34 971 366 600 · info@menorcabus.com · www.menorcabus.com