General Terms and Conditions for User Bookings
These general terms and conditions (hereinafter, the “General Conditions”), together with the website usage policies, govern the booking of tourist activities offered on tripwoow.com (hereinafter, the “Website”).
These conditions are governed by Article 10 of Law 34/2002 on Information Society Services and Electronic Commerce (LSSI), as well as Article 97.1 b) and c) of Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws.
Website owner details
TRIPWOOW S.L (hereinafter, “TRIPWOOW S.L” or the “Company”)
VAT/NIF: B-70699392
Registered in the Commercial Registry of Tenerife on 20 February 2024, Volume 3907, Folio 19, Sheet TF-71687, Entry 1
Postal address: Calle Mencey Tegueste 25, Res. El Faro B EL Ancla 35, Las Chafiras, CP 38639, Tenerife
Contact email: hola@tripwoow.com
1. Purpose
TRIPWOOW S.L (hereinafter, “Tripwoow”) promotes activities offered by third-party tourist service companies and/or independent tourist guides (hereinafter, the “Providers”) by acting as an intermediary between those providers and travellers (hereinafter, the “Users”) who book activities through the Website.
Tripwoow acts solely as an intermediary. It provides the technical means for the promotion, booking and payment of services offered by other companies, making it easier for users to access experiences such as excursions, guided tours, private tours, free tours and transfers. Any claim arising from the performance of the contracted tourist activity must be addressed to the Provider responsible for that activity.
The photographs used in the descriptions of the various tourist services and/or products promoted on the Website are for illustrative purposes only and do not bind the itinerary or exact content of those services. The images used may come from licensed image banks or materials authorised for use by Tripwoow.
2. Acceptance of the General Conditions for access to and use of the Website
The terms and conditions governing access to and use of the tripwoow.com online platform, the content made available through it, and the activities and/or services offered on it are set out in the LEGAL NOTICE section of the Website.
3. Booking activities through the Website
Once the User selects a tourist service and/or product on the Website, they will be redirected to a calendar where they can choose the date of the selected service and/or product. The User may then choose the time, subject to availability shown on the Website, as well as the number of participants and the applicable price for each of them, differentiating between adults and children of different ages. For certain activities involving ticket purchases, the booking flow may also distinguish between European Union citizens and non-EU citizens.
Bookings are subject to Tripwoow’s acceptance, the availability of the selected tourist service and/or product, and the User’s acceptance of these General Conditions and the Website usage policies.
In order to complete the booking, the User must fill in a form providing their name and surname, as well as an email address to which the booking voucher (hereinafter, the “Voucher”) will be sent. Optionally, the User may also provide a telephone number and any comments or observations.
Once the form has been completed and these General Conditions and the Website usage policies have been accepted, the User will be redirected to the payment gateway.
After choosing the preferred payment method and completing the corresponding verification and authentication process, the User will automatically receive a booking confirmation email at the address provided. Upon receipt of that confirmation, the binding contract will be deemed concluded.
Tripwoow reserves the right not to accept a booking if the payment details are not approved or if any other incident is detected in connection with these General Conditions. Whenever a transaction is made through the Website, the User will receive a confirmation email containing the transaction details. Tripwoow recommends checking that those details are correct and keeping a copy for future reference.
Where the tourist service and/or product selected by the User is not available on the chosen date or at the selected time, Tripwoow will make the necessary arrangements to offer the User an alternative date or time slot, where possible.
4. Payment for the booking
The purchase of the services and/or tourist products offered on the Website is formalised once the User has correctly completed payment for the booking. Full payment of the reserved service is therefore a condition for the conclusion of the contract.
The prices applicable are those shown on the Website at the time of booking the selected activity. All prices on the Website are expressed in euros (€), and all payments and refunds are likewise made in euros (€).
Once the booking is processed through the Website, the User is redirected to the payment gateway. Payment shall be made in a single transaction in euros (€) using any of the payment methods enabled in the gateway. The available payment methods will be shown during the booking process.
Bookings for free tours do not require payment in order to be formalised.
Transactions made through the gateway by credit or debit card are subject to verification and authentication. Once the User confirms that the card used is their own or that they are authorised to use it, they may proceed to the transaction result.
Tripwoow always uses secure payment methods and does not store in its databases any information relating to payment card details, since booking payments are processed through an external secure payment gateway.
If the card issuer declines the transaction, Tripwoow shall not be responsible for delays or cancellations of the activities.
If an incorrect charge is made to the card used, the User must contact Tripwoow as soon as possible at hola@tripwoow.com so that the appropriate measures can be taken.
Once the booking has been paid, the User will receive an email confirming the payment for the contracted service and the Voucher will be issued.
The Voucher does not replace the invoice corresponding to the contracted services. The User may request an invoice after receiving the Voucher by email, and the invoice will be issued by the Provider of the service. In that case, Tripwoow will facilitate communication between the User and the Provider.
5. Booking confirmation
Once the User receives the Voucher, the booking of the contracted tourist service and/or product shall be deemed confirmed.
The Voucher includes the date on which the service will take place together with a summary of the order. It also includes the booking number, the price, the data provided by the User and the applicable cancellation policy.
Finally, the Voucher includes the email address and/or contact telephone number of the Provider of the tourist product and/or service contracted by the User so that any incidents or questions relating to the provision of the service can be dealt with directly.
Tripwoow does not intervene in communications between the User and the Provider and does not participate in the performance of the contracted activities and/or excursions. Under no circumstances shall Tripwoow be liable for the service provided by the Provider or for the fulfilment of the obligations assumed by the Provider. The User and the Provider expressly release Tripwoow from any dispute that may arise between them.
6. Conditions for modifications and cancellations by Users
In order to process the cancellation or modification of a service, the User must provide all booking details.
Please note that some activities promoted on the Website are non-refundable. The cancellation policy applicable to each service or tourist product is shown in the activity description and in the booking confirmation email.
Users may cancel the requested or contracted services at any time and may be entitled to a refund of the amounts paid. However, each service has its own cancellation conditions and may include penalties. By way of example, the most common cases are the following:
a) If the cancellation or modification is made within the time limit established by the Provider’s cancellation policy, the amounts paid will be refunded as soon as Tripwoow becomes aware of the cancellation. In this case, Tripwoow will charge an administrative fee equal to 10% of the total amount paid.
b) For non-refundable activities, a penalty equal to 100% of the total amount paid shall apply.
c) If an excursion is cancelled due to weather conditions, a new date will be proposed. The customer may accept or reject that alternative date. If the new date is not accepted, the customer will be entitled to a refund of the amounts paid and Tripwoow will charge an administrative fee equal to 5% of the total amount paid.
Tripwoow will manage modifications and cancellations for each service or tourist product in accordance with the cancellation policies established by the Providers and displayed on the Website.
If you have any questions or need further clarification about our cancellation policy, you may contact us at hola@tripwoow.com or via WhatsApp at +34 614 18 67 66.
7. Conditions relating to attendance and punctuality
The professional who provides the tourist service and/or product will meet Users at the meeting point and at the time indicated on the Website.
If the User does not arrive at the time indicated on the Website, no refund shall be due. Consequently, if the booked activity is not carried out because of the User’s late arrival or absence, no refund will be made.
The User must print the Voucher or download it to their device in order to present it at the start of the activity.
The Providers whose services are intermediated by Tripwoow may establish their own attendance and punctuality conditions.
By accepting these General Conditions, the User declares that they have read and accepted the policy on booking modifications and cancellations, as well as the conditions relating to attendance and punctuality published on the Website.
8. Liability regime
Without prejudice to the provisions of Royal Legislative Decree 1/2007 of 16 November approving the consolidated text of the General Law for the Defence of Consumers and Users, Tripwoow shall not be liable, by way of example and without limitation, in the following cases:
Booking process: The User undertakes to make proper and lawful use of the Website, its content and the data entered in bookings, in accordance with applicable law, these General Conditions, good faith, generally accepted practices, public order and usage policies. The User shall therefore be liable to Tripwoow and to third parties for any damages arising from breach of those obligations.
Cancellations and modifications: Tripwoow is not responsible for cancellations or modifications requested by the User outside the deadlines established in these General Conditions and by the Providers.
Punctuality and presentation of the Voucher: Tripwoow accepts no liability if the User is unable to take part in the booked tourist service and/or product due to late arrival, absence from the meeting point, or failure to present the Voucher where required by the Provider.
Damage or injury suffered by Users: Tripwoow is not responsible for damage to or theft of the User’s belongings during the booked service and/or tourist product. Nor shall it be responsible for any injury or damage that the User may suffer before or during the service.
Changes to the service: Tripwoow is not responsible for changes that may arise in the development of the contracted services and/or tourist products due to force majeure, understood as events that could not be foreseen or, if foreseen, could not be avoided, including by way of example war, military mobilisation, pandemics, fire, sea damage or natural events. The occurrence of such events shall release Tripwoow from liability for delays or cancellations, although Tripwoow will endeavour to minimise their consequences.
Tripwoow is also not responsible for changes introduced by the professional providing the contracted service and/or tourist product due to external circumstances, provided that the itinerary and purpose of the service are respected. In relation to transfers, Tripwoow shall not be responsible if the User does not follow Tripwoow’s recommendations regarding the recommended booking lead time, nor for mistakes made by the User when booking the service and/or tourist product.
Complaints and claims: Tripwoow shall not be liable for complaints or claims relating to poor performance of a service and/or tourist product carried out by a Provider. However, Tripwoow will cooperate so that the User’s claim can be addressed by the Provider.
Website operation: Tripwoow is not responsible for damages suffered by Users as a result of technical failures not attributable to Tripwoow or cases of force majeure that prevent the Website from operating.
9. Protection of personal data
All information concerning the use and protection of personal data collected through our Website is detailed in the PRIVACY POLICY section of the Website.
10. Intellectual property
Ownership of and all intellectual and industrial property rights over the Website content belong entirely and exclusively to Tripwoow, in accordance with Royal Legislative Decree 1/1996 of 12 April approving the consolidated text of the Intellectual Property Law, Law 17/2001 of 7 December on Trademarks, and the applicable national and international regulations.
The User undertakes to respect Tripwoow’s intellectual and industrial property rights. Users may view the elements of the Website, print them, copy them and store them on their computer hard drive or any other physical medium, provided that this is done solely for personal and private use. The User must refrain from deleting, altering, bypassing or manipulating any protection device or security system installed on the Website.
11. Applicable law and jurisdiction
The relationship between Tripwoow and the User shall be governed by the applicable legislation in force concerning applicable law and competent jurisdiction. However, where the law permits the parties to submit to a particular jurisdiction, Tripwoow and the User, expressly waiving any other jurisdiction that may correspond to them, submit to the Courts and Tribunals of the city of Tenerife.
Tripwoow reserves the right to amend these General Conditions at any time, while respecting the rights already acquired by Users. Such amendments shall not affect bookings made previously. In any case, it is the User’s responsibility to read these General Conditions each time they access the Website.
