General Conditions of User Contracting
These general contracting conditions (hereinafter referred to as “general conditions”), together with the usage policies, establish the conditions for booking tourist activities offered on tripwoow.com (hereinafter referred to as the “website”).
These conditions are governed by the provisions of 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 November 16, approving the Consolidated Text of the General Law for the Defense of Consumers and Users and other complementary laws.
Website Owner Information:
TRIPWOOW S.L (hereinafter referred to as “TRIPWOOW S.L” or the “Company”)
VAT Number: B-70699392
Registered in the Commercial Registry of Tenerife on February 20, 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
The business company TRIPWOOW SL (hereinafter, “tripwoow”) promotes activities of other tourist service companies and/or independent tourist guide professionals (hereinafter, “providers”) by acting as an intermediary between the providers and travelers (hereinafter, “users”) who book their activities through the tripwoow website.
Tripwoow acts specifically as an intermediary. That is, it provides the technical possibilities for the promotion, reservation, and payment of services offered by other companies, acting as a mediating authority for users. Intermediation activities generally include paid excursion or guided tour services; private free tours; private tours; transfers. Claims arising from the non-compliance with the intermediary service contracted will be directed towards the providers whose tourist activity is intermediated by tripwoow on the website.
The photographs used in the descriptions of the different tourist services and/or products promoted on the tripwoow website do not bind, in any case, the itinerary or the content of the same. The images used come from photo banks from which tripwoow has previously obtained the image download license.
2. Acceptance of the General Conditions regarding the Use and Access to the Website.
The terms and conditions that regulate access and use of the tripwoow.com online platform, the contents that integrate it, and the activities and/or services offered therein, are available in our section on LEGAL NOTICE on the website.
3. Booking activities on the Tripwoow website:
Once the user selects a service and/or tourist product on the tripwoow website, they will be redirected to a calendar where they can select the date of the chosen tourist service and/or product. Subsequently, the user can determine the time at which it will take place, within the availability offered on the website; as well as the number of users and the price to be paid for each of them, differentiating between adults and children of different ages. Likewise, in certain activities that require the purchase of tickets, a distinction is made between citizens who are members of the European Union and those who are not.
Reservations are subject to acceptance by tripwoow; to the availability of the contracted tourist service and/or product; as well as to the user’s compliance with and acceptance of these general conditions and usage policies.
To complete the reservation, the user will proceed to complete a form where their name and surname will be requested, as well as an email for the sending of the booking voucher (hereinafter, “the voucher”). Also, optionally, they may provide their telephone number and comments or observations in this regard.
Once the form is completed and these general conditions and usage policies are accepted, the user will be directed to the payment gateway (hereinafter, “the gateway”).
Once on the gateway, the user will choose the payment method, according to their convenience, and the verification and authentication of it will take place. Finally, the user will automatically receive a booking confirmation email at the provided email address. Upon receipt of this confirmation, the binding contract (hereinafter, “the contract”) will be concluded.
Tripwoow has the right not to accept the reservation in case the payment information is not approved, or if any other type of incident related to the general conditions is detected. When carrying out a transaction through our website, we will send you a confirmation email with the transaction details. Tripwoow recommends that the user verify that the details appearing in the confirmation message are correct and keep a copy for their records.
In those tourist services and/or products contracted in which there is no availability for the chosen date or time by the user, tripwoow will make the necessary arrangements for the user to carry it out on another date or at another time slot.
4. Payment of the reservation:
The contracting of the services and/or tourist products offered on the tripwoow website is formalized when the user has correctly made the payment for the reservation. Thus, with the full payment of the reserved service, the condition for the conclusion of the contract is fulfilled.
The prices are those indicated on the tripwoow website at the time of booking the chosen activity. All prices offered on our website are represented in euros (€), so payments and refunds for all operations are made in euros (€).
Once the reservation is processed on the tripwoow website, the user is redirected to the payment gateway. The payment for the service will be made by the user through a single payment in euros (€) using any of the payment methods enabled in the gateway. The payment methods available on the website will be shown in the reservation completion process.
Reservations for free tours do not require payment for their formalization.
Transactions made through the gateway with a credit/debit card are subject to verification and authentication. After the payment authorization request where the user confirms that the card used is theirs or is authorized for use, the user will be able to access the transaction result.
Tripwoow always uses secure payment methods, and will not store in its databases any information regarding the data of the cards used, since reservation payments are made through an external and secure payment gateway.
In the event that the card issuer denies the transaction, tripwoow is not responsible for delays or cancellations of the activities.
In cases where an incorrect charge is made on the card used, the user must contact tripwoow at hola@tripwoow.com as soon as possible to take appropriate measures.
Once the reservation is paid, users will receive an email confirming the payment for the contracted service and the voucher will be provided.
The voucher does not equate to the invoice corresponding to the contracting of the services. The user may request the invoice once they have received the voucher by email, and it will be the service provider who issues the invoice requested by the user. In this case, tripwoow will facilitate communication
between the user and the provider.
5. Confirmation of the reservation
Once the user receives the voucher, their reservation for the contracted tourist service and/or product will be understood as confirmed.
The content of the voucher includes the date on which the service will be performed as well as a summary of the order. It includes the reservation number, the price, the data provided by the user, and the applicable cancellation policy.
Finally, the email and/or contact number of the provider of the tourist product and/or service contracted by the user are provided to address any incidents or questions that arise regarding the provision of the service.
Tripwoow does not intervene, under any circumstances, in the communications carried out between the user and the provider. Nor will it intervene in the execution of the contracted tourist activities and/or excursions. Tripwoow is not responsible, under any circumstances, for the service provided by the provider, or for the fulfillment of the obligations assumed. The user and the provider expressly exempt tripwoow from any disagreement that may arise between them.
6. General Conditions for User Modifications and Cancellations
To process the cancellation or modification of a service, the user must provide all booking details.
It is important to note that some activities promoted on the Tripwoow website are non-refundable. The cancellation policy for each service or tourist product promoted on our website should be consulted in the activity description and in the booking confirmation email.
Users may cancel the requested or contracted services at any time and are entitled to a refund of the amounts paid. However, each service has its specific cancellation conditions, which may include penalties. The most common ones are detailed below:
a) If the cancellation or modification is made within the time frame stipulated by the provider’s cancellation policy, the payments made will be refunded as soon as we are aware. In this case, a 10% administrative fee of the total paid will be charged by Tripwoow.
b) For activities that are non-refundable, a penalty of 100% of the total paid will apply.
c) If the excursion is cancelled due to weather conditions, a new date will be proposed. The customer can accept or decline it. If the new date is not accepted, the customer will be entitled to a refund of the amounts paid and will be charged a 5% administrative fee of the total paid by Tripwoow.
Tripwoow will manage modifications and cancellations of each service or tourist product according to the providers’ cancellation policies. These policies will be specified in the service or tourist product descriptions on our website.
If you have any questions or need further clarification about our cancellation policy, please send us a message at hola@tripwoow.com or via WhatsApp at +34 614 18 67 66.
7. Conditions regarding assistance and punctuality:
The professional who provides the tourist service and/or product belonging to the product promoted by tripwoow will meet the users at the designated meeting point and time on the website.
In cases where the user does not arrive at the specified start time on the tripwoow website, there will be no right to any refund. Consequently, no refund will be made if the reserved activity is not carried out beforehand.
The user must print the voucher on paper or download it to their devices in order to show it at the beginning of the activity.
The providers of the services intermediated by tripwoow will establish their own conditions regarding assistance and punctuality.
The user declares to have read and consented to the modification and cancellation policy by accepting these general conditions. Additionally, the user agrees with the content of the conditions regarding the modification and cancellation of reservations on the tripwoow website.
8. Liability regime:
Tripwoow, without prejudice to the provisions of Royal Legislative Decree 1/2007, of November 16, approving the Consolidated Text of the General Law for the Defense of Consumers and Users and other complementary laws derived from the liability regime for package travel services, in an enunciative and non-limiting manner, will not be responsible, among other circumstances, for:
Booking regime: The user undertakes to make correct and lawful use of the website, its contents, and the veracity of the data included in the reservations in accordance with applicable law, these general conditions of the website, good faith, generally accepted customs, public order, traffic usages, and usage policies. Therefore, the user will be liable to tripwoow and third parties for any damages and losses that may arise as a consequence of the breach of said obligations.
Cancellation, modification regime: Tripwoow is not responsible for cancellations and modifications of reservations made outside the deadline by the user as stipulated in the modification and cancellation policy of these general conditions and those stipulated by the providers.
Lack of punctuality and issuance of voucher: Tripwoow will not assume any responsibility if the user cannot carry out the reserved service and/or tourist product due to lack of punctuality and/or not being at the meeting point corresponding. Likewise, tripwoow will not be responsible for those cases in which the user cannot carry out the reserved activity for not presenting the voucher to those providers who request it.
Damage or injuries suffered by Users: Tripwoow is not responsible for the damages or thefts suffered by the goods owned by the user during the reserved service and/or tourist product. Similarly, it will not be responsible for the damages or injuries that the user may suffer before or during the service.
Variations in the service: Tripwoow is not responsible for variations that may arise in the development of the contracted services and/or tourist products due to conditions derived from force majeure; events that could not be foreseen or, if foreseen, could not be avoided, in an enunciative and non-limiting manner: war, military mobilization, pandemic, fire, sea damage, or acts of nature, etc. The occurrence of any of the events or circumstances of force majeure will exempt tripwoow from liability for delays or cancellations in its activity, although tripwoow will try, by all means, to minimize the consequences caused by the aforementioned events or circumstances.
Tripwoow will also not be responsible for variations introduced by the professional who provides the contracted service and/or tourist product, derived from external circumstances, as long as they comply with the itinerary and the objective of the same. Regarding contracted transfers, tripwoow will not be responsible, in any case, if the user does not follow tripwoow’s recommendations regarding the reservation lead time, nor for errors made by the user in the reservation of the contracted service and/or tourist product.
Complaints and claims: Tripwoow will not be responsible for complaints or claims for the poor execution of a service and/or tourist product carried out by a provider. Thus, tripwoow will contribute to the user’s claim being addressed.
Tripwoow Website: Tripwoow is not responsible for damages and losses suffered by Users due to technical failures not attributable to Tripwoow or due to force majeure that prevents the operation of the Website.
9. Protection of personal data
All information regarding the use and protection of personal data collected on our website is detailed in the section on PRIVACY POLICY on the website.
10. Intellectual Property
The ownership and all intellectual and industrial property rights of the Content belong entirely and in full domain to Tripwoow, in accordance with the provisions of Royal Legislative Decree 1/1996, of April
12, which approves the Revised Text of the Intellectual Property Law and Law 17/2001, of December 7, on Trademarks, and are subject to national and international regulations.
The User agrees to respect the rights of intellectual and industrial property owned by Tripwoow. You can view the elements of the website, print them, copy them, and store them on your computer’s hard drive or on any other physical support provided it is solely and exclusively for your personal and private use. The User must abstain from deleting, altering, evading or manipulating any protection device or security system that may be installed on the website.
The User agrees to respect the rights of intellectual and industrial property owned by Tripwoow. You can view the elements of the website, print them, copy them, and store them on your computer’s hard drive or on any other physical support provided it is solely and exclusively for your personal and private use. The User must abstain from deleting, altering, evading or manipulating any protection device or security system that may be installed on the website.
11. Applicable Law and Jurisdiction
The relations established between Tripwoow and the User will be governed by the provisions of current regulations regarding applicable law and competent jurisdiction. However, in cases where the regulations provide for the possibility for the parties to submit to a 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 modify these general conditions at any time, respecting the rights acquired by users. These modifications will not affect the reservations made previously. In any case, it will be the responsibility of the user to read these general conditions each time they access the website.
