General conditions of service


CARRIER The carrier is TWH QUALITY SERVICES SL, established in Murcia, Cabezo de Torres, C / Ramón Gaya ,1ª esc, 3º B, CP 30110, registered in the Mercantile Registry of Murcia , Volume 2924, Folio 76, Sheet MU- 79996 , 1st Inscription with CIF No. B- 73774713. Contact: Tel. +34 968 909 808. E - mail: TWH QUALITY SERVICES, SL , through its brand provides passenger transport services in taxi and chauffeured driven vehicles, directly or by subcontracting. It also subcontracts passenger transport services by bus. TWH QUALITY SERVICES, SL, acts as a supplier of transport services and in any case as a travel agency. All its vehicles have the required administrative and insurance licenses required by applicable legislations. TWH QUALITY SERVICES, SL reserves the right to transfer or subcontract with third parties at any time some or all of its rights and obligations under these booking terms and conditions. TWH QUALITY SERVICES, SL, will be closed and will not provide any service on 24th December (Christmas Eve), December 25th (Christmas Day), December 31st (New Year´s eve) and January 1st (New Year´s day).


RESERVATIONS To request a service, the Client must follow the application process set out in our website. All applications must be made at least 24h before the service. For services with less than 24 hours notice, the Client should call the telephone number indicated in the condition 1. By formalizing his request, the Client confirms that has read, understood and accepted these Terms and Conditions, and also confirms that he enjoys legal capacity to accept these terms on his own behalf and/or on behalf of his companions. Therefore, the Client will be responsible for making all payments and notify any change, cancellation or incident. All accepted applications will become a formalized request by receiving a confirmation email (Travel ticket) from TWH QUALITY SERVICES, SL when payment of the bill has been agreed. The availability of extra services such as child seats, transportation of extra luggage, such as big suitcases, golf bags, diving equipment, bicycles, wheel chair, pets, etc, must be consulted in advance. In the Travel Ticket the following data are displayed: - Service reference number - Name of the passenger/group reference - total number of passengers - date and time of the transfer service - Origin and destination places If the Client detects an error in these data, he must immediately notify TWH QUALITY SERVICES, SL, for rectification in accordance with paragraphs concerning modification and/or cancellation of contracts. TWH QUALITY SERVICES, SL declines all responsibility for any mistakes or inconsistencies that Client may have committed while filling the form or failure to report complete and accurate information during the reservation process . TWH QUALITY SERVICES, SL, does not guarantee any assessment of suitability for service requests or schedules chosen by the Client. The information and data transmitted to us during the contract will only be given in the part that is necessary to provide the service. You authorize us to transmit your data, such as the passenger's name, mobile phone, dates and times, to those who are involved in performing the service. Client must print the Travel Ticket and his proof of payment of the service and carry them during the trip to make use of them or show them if required to. In case he didn't, the driver may refuse to perform the service, not deserving any reimbursement of the price paid. If yours is a round trip, you must show and give if required a copy of the Travel Ticket to each driver, so two copies must be printed.


The price of the service will be agreed with TWH QUALITY SERVICES, SL, during the reservation process. The price of the service will be set depending on the type of service, type of vehicle, the place of origin and destination, pick up date and time and other concepts. These are fixed and guaranteed prices from the moment that the Client receives his Travel Ticket, with no extra charges or supplements. Prices include the cost of providing transport, supplements, indicated delays, management costs, the first modification, tolls when applicable and VAT (currently 10% ). Prices are set per vehicle, regardless of the number of passengers and luggage, within the limits of passengers and luggage legally established.


The price of services does not include any amount as gratuity: Client has no obligation to tip drivers and, if so, of his own free will.


Payment will be made by credit card, debit card, cash or bank transfer, as agreed with TWH QUALITY SERVICES, SL during the reservation process.


All communications between TWH QUALITY SERVICES, SL, and the Client must be made by email. Travel tickets and any modification or alteration of your contract will be sent to the email address provided during the reservation process. The email address of TWH QUALITY SERVICES, SL, is contained in condition 1. The Client is required to provide during the reservation process an email address for relevant notifications and must immediately report any changes in order to enable the contracted service. The Client is also required to provide during the reservation process a mobile phone number only to be used in case of necessity.


The Client may ask for changes to his contract until 24 hours before the date and time fixed for the beginning of the service. Any request of modification must be submitted in writing to our email address and our acceptance will be notified to you via email. Only is that case the modification will be effective. If the contract modification also implies a price change we will proceed as follows: If it involves an increase in price, the Client must pay before confirmation the difference between the original and the final price, in the manner provided in these terms. If it involves a reduction of the initial price, the Client will be refunded, provided you have requested the change prior to the limits above mentioned. TWH QUALITY SERVICES, SL, accepts only one modification to the contract without penalty or additional charge for the Client. Second and further modifications will involve an extra cost (as management costs) of ten euros/each (10 € ), to be paid at least 24 hours before the start of the service. Changes requested in the last 24h before the scheduled time for the start of the service, are subject to vehicle availability and payment of a management cost of ten euros (10 € ). Modifications requested by the Client not acceptable by the Carrier, may involve the termination of the contract, in accordance with the condition of the Cancellation.


Any request for cancellation of a contract shall be sent in writing to our email and will be subject to the following cancellation fees: • One hundred percent (100 % ) of the total price of the service, when the cancellation occurs less than 24 hours before the start time of the service. • Fifty percent ( 50 % ) of the total price of the service, if the cancellation occurs within 24 to 48 hours before the start time of the service. • Ten percent (10 % ) of the total price of the service, when the cancellation occurs more than 48 hours before the start time of the service. Special service contracts as those which involve several vehicles must be paid within a longer advance period to avoid incurring cancellation fees in specific terms to be agreed. If due to reasons beyond the control of the carrier, it were impossible to provide the service and was forced to cancel, we will refund the Client the total amount paid.


Any eventuality in relation to the service that the Client emerges must be immediately notified to the carrier by telephone. However, the Client shall have a free waiting time given on all contracted services according to the start place of the service: • In airports, sixty ( 60) minutes, counting from the flight landing time stipulated in the contract. • In cruise ports, sixty ( 60) minutes, counting from the time the ship berth stipulated in the contract. • In train or bus stations, thirty ( 30) minutes, counting from the arrival time of the train or bus specified in the contract. • In specific addresses like house, hotel, office or anywhere else not described in the previous paragraphs, ten ( 10) minutes, counting from the time indicated in the contract After these waiting time periods, having received no news from the passenger, it will be considered no-show and the service will be CANCELLED. However, before removing the vehicle and terminate your service, we will try to contact you directly or through our drivers or employees, on the mobile phone that you have provided to us during the reservation process.


In case the flight, train or ship is delayed and the pick up time changes, these modification will be free of cost for the Client. The Client will inform the carrier in the moment the delay of the trip occurs. If Client is unable to reach the starting point of the service due to last minute cancellation of flight, ship, train or bus trip, although he is warned within the last 60 minutes before the starting time of the service established in the contract, he is entitled to claim back the total amount paid for the service not enjoyed, providing in any case evidence or proof of such cancellation.


In order to facilitate the meeting with the Client, drivers will hold a sign with TRANSWORLDHOTEL or TWH QUALITY SERVICES logo and the passenger's/group name. Coaches or minibuses will show the sign at the front of the vehicle. The collection of passengers will always occur at the place, date and time specified in the contract . The meeting places, unless otherwise agreed, will be: airports, in the terminal. Ports and train/bus stations, in the exit indicated on your contract, where families and drivers use to await their relative/Client. Bus and minibus drivers may have to wait in the bus parking. Hotels and other accommodation places, in the hotel reception or at the door of the building, if there was no reception. Private addresses, hospitals, offices and other locations not listed above, at the door or on the nearest possible place to park the vehicle. Always subject to compliance with the rules established in each room or area, especially in ports and airports sometimes there may be restrictions or permanent, temporary or specific limitations , in terms of access and parking. In such circumstances travelers must necessarily adapt to them in order to facilitate the tart of the transport service and contact by telephone with us in case of any difficulty. Some exceptional circumstances such as works, roadblocks, sports or cultural events, demonstrations, physical characteristics of the vehicle, accessibility to the site, etc. may make it impossible for the vehicle to access to the point of collection agreed. In these situations, we will contact with the passenger in the mobile phone provided during the reservation process to inform about the nearest point where the Client can meet the driver. In any case, if the Client does not meet the driver or see the vehicle in the place of beginning of the service, he must contact us by phone to help you meet the driver and be able to start the journey. Failure by the client of the obligation to contact the carrier will result in the rejection of any subsequent claim or any compensation of damages, even assuming that the Client opts to take other routes to navigate to his destination, assuming meanwhile the no-show of the driver.


Neither TWH QUALITY SERVICES, SL, nor drivers who provide the service, accept any liability for the additional costs incurred by the Client or his group, assuming that the driver deems necessary to start the service, interrupt and terminate it even without having reached his destination, as a result of breach of the following conditions: • No passenger is allowed to travel under the influence of alcohol or drugs. • Alcohol and narcotics are strictly prohibited during the performance of services. • The Client is not allowed to eat or smoke inside vehicles. • The conduct or behavior of any passenger may affect in any way the safety of the driver or other occupants of the vehicle. • It is strictly prohibited to transport baggage or goods that could soil or damage any part of the vehicle, which could represent a loss of visibility and safety, as well as explosive, corrosive, flammable and any others prohibited by the law. In these circumstances the Client is not entitled to a refund of previously paid price and shall compensate damages that could result.


Although the driver will have the starting and destination point that the Client indicated in the reservation process of his contract, in order to avoid any confusion, the Client shall confirm it with the driver before starting the journey, being the Client responsible for any mistake or misunderstanding. Upon reaching the destination area, the driver will leave the passenger as closest to exact destination (hotel, door, etc) as possible, taking into account the physical characteristics of the vehicle, the accessibility to the destination and the circumstances at that time in the area. The driver chooses the best route to drive you to your destination, without necessarily having to be the shortest one, or having to be on a route that includes tolls. If the conventional route to reach the destination were closed, in case of adverse weather conditions or other causes, or if the Client prefers to be driven to the destination by a longer rout, the Client will be responsible for any additional costs that may arise.


You are entitled to transport luggage during the trip. The volume of baggage included in each service will be limited to the capacity of the hired vehicle in accordance with the size, spaces for luggage and enforceable requirements for the carriage of passengers and their luggage. The Client will be charged for any alternative means or additional vehicles needed because of excess of luggage. As a guideline, the approximate capacity of the vehicle, tourism type, up to four passengers plus the driver, is two large or three medium sized suitcases in total. Large suitcase is considered one with maximum dimensions (80x50x30 centimeters) and maximum weight of 20 kilograms, which in any case represents a maximum weight of 40 kilograms of total luggage. Vehicles with more than four seats plus driver have an approximate capacity of one large suitcase per passenger. Client shall be responsible at all times for their luggage and belongings, including the right to place them personally in the place for that purpose on the vehicle. Once the vehicle is started and the subsequent start of the journey without opposition from the Client, it will mean that the journey begins with their agreement and their sole responsibility in relation to luggage traveling in the vehicle. TWH QUALITY SERVICES, SL, and drivers providing the service shall be exempt from any responsibility for any breakage or damage to their luggage, including damage or breakages that may occur during the loading or unloading of suitcases into the car, even if the Client declines the opportunity to carry out or supervise personally the procedure, and these maneuvers are carried out by the driver or any support staff. The Client is also responsible for removing all his belongings out of the vehicle once the service is ended, leaving TWH QUALITY SERVICES, SL, and drivers that provide the service completely exonerated from any further liability with regard to potential or suspected objects left in vehicles.


Pets are the sole responsibility of the Client and he must look after their welfare and health at all times. They will always travel in a container that complies with IATA regulations for traveling on airplanes. The transport of pets is subject to availability and may involve an extra charge during the hiring process. In case the transportation of your pet were not included in the service, or if it does not meet required safety conditions, the driver may terminate service and Client is not entitled to refund of the amount paid.


In the reservation process, the Client must indicate if he is travelling with children, for the purpose of taking into account the total number of seats needed. In all circumstances and never depending on their age, children count as a place occupied in type of service or vehicle. Client must ensure that the vehicle he reserves counts on as many seats as the number of passengers he is booking for (including adults, children and babies). In Spain it is compulsory for children to travel in an approved child seat for all urban and intercity trips, so please indicate it in the hiring process. It may be subject to additional cost in some areas. In case the Client does not indicate that one of the passengers is a minor, the driver will cancel the service without refund of the price paid for the Client. In case it were not possible to fulfill your request for child seats in the area or type of vehicle required, we will inform the Client, so he may request the cancellation of the contract and reimbursement of all amounts paid under no cancellation fees. The Customer is totally responsible of placing the child and anchoring the child seat. Once the vehicle is started and the subsequent start of the journey without opposition from the Client, it will mean that the journey begins with their agreement and their sole responsibility regarding minors traveling with the Client in the vehicle.


By contracting , the Client acknowledges understanding and acceptance: • of these Terms & Conditions and agrees to pay the requested service by cash, bank transfer, credit or debit card, on which you have permission to use and has sufficient funds to cover the full amount of the service. • That he must notify TWH QUALITY SERVICES, SL any variation that affects the service contract and the terms and deadlines herein. • that the service will be carried out in accordance with the details provided during the reservation process and under the conditions set forth herein. • that he is required to ensure that all information in the Travel Ticket is correct and in case of a mistake he must give written notice at least 24 hours before the start time of the service to be able to implement the change. Otherwise, TWH QUALITY SERVICES, SL will not be responsible for any damages that may arise. If his actions or other people travelling with the Client caused any damage during the performance of the service, Client is the first responsible for compensation for any damages caused to the driver or others. • he expressly consents to be driven by local drivers who have to provide ground transportation service with the unique effect and purpose of this, and assumes the responsibility that data provided are accurate.


For services to airports, train/bus stations, ports or other places where the Client needs to make connections with other means of transport, it will be responsibility of the Client to set the start time of our ground transportation service well in advance to get comfortably to his destination, taking into account the allowable delay in the start of half an hour to which condition 20 is referred to. In the reservation process we will provide an estimated time for some journeys, without representing an inexcusable commitment for us or for the driver. This information may only serve as a guide and only with best traffic conditions, for a 4 seats vehicle not finding any eventuality during the ride. Similarly , variations of the exact measurement between the origin and destination points indicated in the reservation process will not affect the price agreed. Traffic circumstances involving a shorter or longer trip than expected will not affect the price agreed. Neither the driver nor TWH Quality Services, S.L. will be responsible for any delay in the arrival at the destination or loss of connection with any means of transport ( planes, trains , ships, etc. ) caused by circumstances of the traffic, roads or other reasons not attributable to the driver.


In all its vehicles, the total number of seats offered by the carrier refers to the number of seats available for passengers, being the total capacity of the vehicle the number of seats available for passengers plus the driver's one. The carrier offers different categories of service, depending on the vehicle used: taxi service, standard chauffeured car service and premium service. In cars of up to 4 passengers and minivans (7-8 seats). Taxi service is developed with vehicles for public service, showing the distinctive characteristic of this type of vehicle and service. Distinctive and colors of the vehicles are different depending on the city or area where they perform their activity and local laws. Standard chauffeured driven service (VTC transport authorizations type ) is developed in standard type of vehicles (Volkswagen, Peugeot, etc) not taxis, no taxi sign or advertising. Premium chauffeured driven service (VTC transport authorizations type) is always developed in dark colored Mercedes Benz E- Class vehicles, similar or superior category. In all categories, drivers are skilled and long experienced professionals. Vehicles are impeccable and fully equipped able to provide the best operating conditions of satisfaction in the service. The Carrier also offers minivan vehicles, which have a capacity of up to seven passengers plus the driver, minibuses and coaches from 18 to 50 passengers. For operational reasons and availability, we reserve the right to provide the service in higher category vehicles or vehicles with more seats than the one actually hired by the Client, without incurring any additional cost to the Client.


The carrier is obliged to ensure and put all the means at its disposal for the proper performance of services by the drivers, and especially to observe the punctual start thereof. In case the driver found special circumstances that may make him not arrive on time to pick up the passenger at the agreed starting time (such as bad weather conditions, traffic accident or other similar circumstances), TWH Quality Services will immediately inform the passenger to the mobile number provided during the reservation process. A maximum of 30-minute delay on the start time of the service is allowable. In case the passenger were not previously advised by the Carrier and the driver arrived late, the Client shall contact TWH QUALITY SERVICES, SL by phone, from the place of beginning of the service. He will be entitled to reimbursement by showing the Travel Ticket, indicating the arrival time of the driver, driver's name and signature . There will be exemption from this penalty if the delay or default obeys to causes not attributable to TWH QUALITY SERVICES, SL, or to the local driver.


Neither TWH QUALITY SERVICES, SL, nor local drivers will be responsible for any damages that the passenger may suffer as a result of emergency situations that may occur before or during the performance of services not attributable to the contractor that may make it impossible to provide the service or may cause delay or modifications , such as accidents, third party controls or police operations that slow circulation, holding sporting or cultural events, vandalism or acts of terrorism, protests, demonstrations and riots, strikes, road closures by passing retinues, unforeseen road hazards, acts of governments or public authorities, natural disasters or catastrophes, fire, adverse weather conditions or other similar events by causes beyond carrier control. All the situations described or similar will be considered as force majeure without giving rise to damages or compensation for damages that may occur to the Client or others accompanying him.


The Client shall immediately notify the carrier of any incident that may occur in the service by email or phone. Any complaint regarding the service must be received in writing via email no later than 15 calendar days from the date of the service, taking right to a response from the carrier no later than others 15 calendar days. TWH QUALITY SERVICES, SL, shall be exempt from any claim that may occur in relation to the absence or unavailability of the vehicle at the place, date and time set for the starting of the service, if the Client does not notify it at that moment, or even assuming that the Client opts to take other routes to arrive to his destination, assuming meanwhile the no-show of the driver. By formalizing the contract the Client waives responsibility TWH QUALITY SERVICES, SL , for any damages covered by the local driver's insurance, as well as damages arising from any illness, injury, death or loss of money or any thing or object which may affect the Client or his companions, having to make his claim directly to the local driver. TWH QUALITY SERVICES, SL, will only accept responsibility for those claims consequence of our own negligence in the management of Clients' contracts or mistakes in collection, management or price. In other cases, Client must claim directly to the local driver. TWH QUALITY SERVICES, SL, disclaims responsibility for any services that the Client may contract directly with local drivers although they were attached to our suppliers network, as well as will not accept any responsibility for modifications to an agreed contract made directly with local drivers.


If any section of these Terms & Conditions became or were declared invalid or unenforceable for any reason, then such requirement shall be deemed deleted, but the rest of the conditions shall continue to apply. These terms and conditions, and any relationship between TWH QUALITY SERVICES, SL, or local drivers and the Client shall be governed by Spanish law . The exercise of any legal action relating to these General conditions about carriage or the provision of transport services between TWH QUALITY SERVICES, SL, and the Client submits to the jurisdiction of the competent courts of the city of Murcia. Legal action Client may exercise against the local drivers will be submitted to the competent courts of the city where they are domiciled.


Under the provisions of Law 15 /1999 of 13th December, Data Protection , you authorize TWH QUALITY SERVICES, SL, to process personal data contained in the contract in order to maintain the business relationship, understanding consented unless within thirty days notice. Please note also the ability to access the data provided and to apply, where appropriate, rectification, cancellation or opposition to the treatments described in the terms established by the Act, by written communication and indicating that circumstance and conclusively proving their identity to the address : C / Ramón Gaya , 3, 1ª, 3ºB, Cabezo de Torres (Murcia ), CP 30110, or by sending an email to the address :

In compliance with the reporting obligations contained in Article 10 of Law 34/2002 of July 11 , Services Information Society and Electronic Commerce, below reflect the following:

La empresa titular de la website ( es TWH QUALITY SERVICES S.L, domiciliada en C/ RAMÓN GAYA Nº3, 1ª-3ºB - 30110 - CABEZO DE TORRES (MURCIA) provista del C.I.F. B73774713, Registro mercantil de Murcia, Hoja: MU-79996 Folio: 76, Tomo: 2924, Libro: 0, Inscripción: 1

1 - Contact mailbox :

2 - As the party responsible for computer files derived from such website , TWH QUALITY SERVICES SL wishes to inform visitors and users of its website its policy of protection and treatment of personal data , which shall apply in the event that users decide to fill some form www.twhqualityservices.comwhere personal data is collected , except as described in the Privacy Policy applicable to each specific form. In any case, TWH QUALITY SERVICES SL ensures at all times full and full compliance with the obligations under the Law 15/ 1999 of 13 December on Personal Data Protection , as well as those provided for in Royal Decree 994 / 1999 Regulation on Security Measures and other development regulations is approved.

3 - The personal data that are provided by users or visitors to the website will be included in an automated file whose charge is TWH QUALITY SERVICES SL in order to facilitate access to the content offered through the website , provide , manage, manage, expand and improve the services and / or content offered on the page; bring these services to the users preferences and tastes models , the study of the use of services by users and visitors; incident management and maintenance the website , as well as advertising purposes and market research for products and services TWH QUALITY SERVICES SL.

4 - TWH QUALITY SERVICES SL inform users and visitors to the page or not mandatory to provide each and every one of the personal data as requested in the registration forms and access to services and / or content offered on the website. The announcement will take place at the time of collection through visual cues such as floating windows , asterisks or by the requested data , or similar means to the aforementioned symbols. In any case, the refusal to provide the requested personal data, giving inaccurate or incomplete information may lead to improper , inefficient , defective performance or non- delivery of services and / or contents available to users and visitors.

5 - TWH QUALITY SERVICES SL request the users and visitors of the website express authorization who complete each form for the transfer of personal data to facilitate the entities belonging to TWH QUALITY SERVICES SL for sending information and advertising. The visitor and / or user may object to such transfer both initially form to be filled in , as at any later time by sending , in the latter case , email your request to contact :

6 - TWH QUALITY SERVICES SL may change this Privacy Policy based on legislative requirements , regulations or in order to adapt the policy to the instructions issued by the Spanish Data Protection Agency , so users who visit regularly advised.

7 - TWH QUALITY SERVICES SL is fully aware of the use and treatment to be given to personal information that may be required or to be obtained delos users in their web pages in order to manage the services offered or to refer them business communications products or services that may be of interest.

8 - TWH QUALITY SERVICES SL take the necessary technical and organizational measures to ensure the security of personal data and avoid its alteration, loss, or unauthorized access , given the state of technology in accordance with the provisions of Regulation on Security Measures for automated files containing personal data , approved by Royal Decree 994/1999 of 11 July.

9 - Users respond , in any case , the truthfulness of the information provided and are responsible for communicating to TWH QUALITY SERVICES SL any changes in them , leaving TWH QUALITY SERVICES SL exempt from any liability in this respect through the mail contact:

10 - Users have and may exercise their rights of access, cancellation , rectification and opposition by written submission wings addresses indicated in each case or address:

11 - TWH QUALITY SERVICES SL will not send unsolicited messages sent without prior consent or chains of unsolicited electronic messages without prior consent . TWH QUALITY SERVICES SL informs users that may oppose the sending of commercial messages by following the instructions in each case or in writing to the contact email :

12 - In relation to personal data under 18 , TWH QUALITY SERVICES SL will never use this information for improper purposes to the age of the child, but will do so in accordance with age, knowledge and maturity of this target audience, and never or collect data related to the economic situation or the privacy of family members . TWH QUALITY SERVICES SL shall allow parents or guardians to enable them to exercise their rights of access , cancellation , rectification and opposition of the data of their children or wards and encourage minors to consult with them before providing data. In case of under 14 years old must provide a written to TWH QUALITY SERVICES SL from their parents, guardians or legal representatives release, consenting to the processing of their data.