Terms of Service

1. Acceptance of the Terms

By accessing and using Viatsy's travel services, you accept and agree to comply with the terms and provisions of this agreement, in accordance with EU Directive 2015/2302 on package travel and linked travel arrangements and Real Decreto Legislativo 1/2007 (General Law for the Defence of Consumers and Users). If you do not agree with these terms, please do not use this service.

2. Travel Services

Viatsy is a retail travel agency providing travel consultancy, booking services and tailor-made trip planning, combining services from various providers, such as airlines, hotels, tour operators and local service providers. Where the trip organiser is a third party, its identity will be provided in the travel documentation.

• All travel arrangements are subject to the terms and conditions of the respective service providers
• Final prices are subject to hotel availability. If there is no availability, an alternative or supplement will be provided
• The itinerary order may be changed for organisational reasons, while attempting to maintain all indicated visits or similar ones as far as possible. If a significant change is necessary, Viatsy will inform the traveller and offer an alternative
• Travel documents, visas and health requirements are the traveller's responsibility
• Travel insurance is highly recommended and may be mandatory

3. Accommodation Notes

Please note the following regarding accommodation:

• Triple rooms are generally rooms with two single beds or one double bed with an additional folding bed for the third person; their use is discouraged whenever possible due to limited space and comfort
• Room allocation and specific requests are subject to the hotel's availability at check-in

4. Booking and Payment

All prices are in Euros (EUR) unless otherwise stated.

Standard Bookings (more than 60 days before departure)

• Deposit: At the time of the booking request, Viatsy requires a deposit equivalent to 40% of the trip price
• Final Payment: The remaining 60% must be paid at least 60 days before the trip start date
• Flights and Travel Insurance: Must be paid in full at the time of booking

Late Bookings (within 60 days of departure)

• For bookings requested within 60 days of departure, the traveller must pay the total booking amount at the time of booking
• If the travel services cannot be confirmed, the amount paid will be refunded to the traveller

Booking Confirmation

• If the booking is confirmed, the amount paid will be applied to the trip price
• If the booking cannot be confirmed, the amounts paid will be refunded to the traveller
• Payment can be made by credit card or bank transfer
• Late payment may result in cancellation of the booking

Secure payments

Card payments are processed through the secure payment gateway of our bank, with Strong Customer Authentication (SCA) under Directive (EU) 2015/2366 (PSD2). We do not store your full card details; they are handled directly by the payment institution in a secure environment.

Right of withdrawal

Pursuant to Article 103 of Real Decreto Legislativo 1/2007, accommodation, passenger transport, catering and leisure services provided for a specific date or period of performance, as well as package travel contracts, are excluded from the fourteen-day right of withdrawal. The terms of the Cancellation Policy apply.

5. What Is Not Included in the Package Price

Unless specifically detailed in the programme offer, contract or documentation provided to the traveller, the package price does not include:

• Visas and visa processing fees
• Airport taxes, entry and exit fees
• Vaccination certificates and related medical requirements
• Beverages of any kind (including coffee and mineral water)
• Special dietary requirements in hotels and restaurants (unless agreed in advance)
• Laundry and ironing services
• Porter services
• Minibar consumption
• Telephone and internet charges at hotels
• Optional hotel services and excursions
• Tips and gratuities
• Any extra service not specifically detailed in the programme

6. Cancellation Policy

The traveller may cancel the contract at any time before the start of the trip by paying a penalty on the trip price, excluding flights and travel insurance, according to the notice given, without prejudice to Article 160.2 of Real Decreto Legislativo 1/2007.

• More than 60 days before departure: 40% penalty on the trip price
• 60 days or less before departure: 100% penalty on the trip price

Important: Flights and Travel Insurance

Flights and travel insurance are non-refundable once issued, regardless of when the cancellation occurs, and are charged in full in addition to the penalty, except in the cases provided for in Articles 159 and 160 of Real Decreto Legislativo 1/2007.

If cancellation charges from airlines, hotels and other service providers exceed the penalty, the difference will be passed on to the traveller. Travel insurance may protect against these costs.

Refunds

The amount to be refunded is calculated in accordance with the Cancellation Policy in the previous section: for cancellations by the traveller, the penalties set out there and the non-refundable items (including flights and travel insurance) apply, so any refund may be partial or nil. Any amounts that are refundable will be paid using the same means of payment used in the original transaction, at no cost to the traveller. Where the trip is cancelled by the organiser, and in the other refund cases provided for in Articles 159 and 160 of Real Decreto Legislativo 1/2007, the refund will be made without undue delay and, in any case, within a maximum of fourteen (14) calendar days.

7. Changes to Bookings

Changes to confirmed bookings are subject to availability and may incur charges from both Viatsy and the service providers. Name changes on airline tickets are particularly restricted and costly.

The traveller may transfer their booking to another person who meets the conditions required for the trip, by notifying Viatsy in writing at least 7 calendar days before departure (Article 157 of Real Decreto Legislativo 1/2007). Both shall be jointly and severally liable for payment of the outstanding balance and of any additional costs arising from the transfer (for example, reissuing flight tickets, insurance or eSIMs issued in the traveller's name).

8. Booking Errors and Liability

Viatsy will not be responsible for booking errors attributable to the traveller or caused by unavoidable and extraordinary circumstances.

Viatsy is liable for the performance of the travel services included in the contract under the terms of Book IV of Real Decreto Legislativo 1/2007 (Articles 161 and 162), subject to the grounds for exemption and the limitations provided for in that law and in the international conventions applicable to each travel service.

Except in the case of personal injury or damage caused intentionally or negligently, any compensation that Viatsy may have to pay is limited to three times the total price of the trip, in accordance with Article 162 of Real Decreto Legislativo 1/2007.

9. Travel Insurance

We strongly recommend comprehensive travel insurance to protect against trip cancellation, medical emergencies, lost luggage and other unforeseen circumstances. Insurance should be taken out at the time of booking to provide maximum cover, including cancellation cover from the first day.

10. eSIM

Viatsy offers data eSIMs for travelling, included in some trips or as a standalone purchase.

• eSIMs require an eSIM-compatible, carrier-unlocked device; it is the customer's responsibility to check this before purchase
• For standalone purchases, the eSIM or top-up is issued immediately at the customer's express request, and the customer acknowledges that, once issued, they lose the right of withdrawal (Article 103 of Real Decreto Legislativo 1/2007)
• Once issued, the eSIM cannot be exchanged or refunded, without prejudice to the rights granted by the applicable regulations
• Coverage and connection speed depend on the networks of the local operators at the destination

11. Privacy and Data Protection

Your personal information is collected and used in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR). We share the necessary information with service providers to complete your bookings.

By submitting a request or making a booking and accepting these conditions, you agree that we may share with advertising and analytics platforms the information needed to measure those actions.

The use of cookies is governed by our Cookie Policy.

12. Applicable Law and Jurisdiction

These terms and conditions are governed by Spanish law and EU Directive 2015/2302 on package travel. Any dispute arising from these terms or your travel arrangements will be subject to the exclusive jurisdiction of the courts of Barcelona, Spain.

You may submit any complaint by email to hello@viatsy.com or by post to the address given in the Contact Information section. Viatsy does not adhere to any consumer arbitration system.

13. Contact Information

For questions about these terms or your booking, please contact us:

Viatsy

Owner: Albert Sabaté Martínez

Trade name: Viatsy

NIF: 47986151D

Carrer Gretel Ammann Martínez, 12, 6º 10ª

08020 Barcelona, Spain

Email: hello@viatsy.com

Phone: +34 930 474 418

Member of ACAVe (Asociación Catalana de Agencias de Viajes)

Travel agency registration (declaración responsable): FUE-2025-04277277

Insolvency guarantee: surety insurance policy no. 024S00352CAV, MARKEL INSURANCE SE, Sucursal en España (Plaza Pablo Ruiz Picasso, 1, planta 35 (Torre Picasso), 28020 Madrid, tel. +34 917 886 150)

These terms and conditions are effective from the date of your booking and supersede all prior agreements. Viatsy reserves the right to modify these terms at any time. Changes will be posted on our website and will apply to future bookings.

Image credits

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