Terms of service

1. Services and scope

Mallorca Valet Parking collects your own vehicle at an agreed point, takes it to the agreed covered or open-air parking, keeps it in custody and returns it at the agreed point. Points can include Palma Airport, a lawful meeting point at the PMI General Aviation Terminal/FBOs or Son Bonet, a marina or port, our Palma base, or another exact accessible location in Mallorca. Collection and return may be at different locations. Covered parking provides overhead shelter; open-air parking does not. The confirmation identifies the selected option, premises or any expressly agreed alternative, duration and handover arrangements.

We also offer selected cleaning, fuel/charging and other care services, and arrange inspection, ITV handling, maintenance, repair and registration/DGT work through the identified competent workshops or gestorías where required. Vehicle carriage to or from mainland Spain and Europe is a separately quoted service. Selecting a quote-only service or sending a transport enquiry does not authorise work, carriage or a further charge. Passenger travel, baggage transport, airside access, customs services and a replacement vehicle are not included unless expressly agreed.

These terms govern consumer bookings. Mandatory consumer law prevails over any inconsistent clause. Specifically approved quotes and the booking confirmation form part of the agreement but cannot remove mandatory rights.

2. Booking, price review and contract formation

The online steps are: choose dates/times and locations; select parking and extras; enter customer, vehicle and any billing details; review the itemised price, service details, cancellation deadline and withdrawal information; accept the terms; and use the clearly labelled payment/order button. Before submission you can use Back or the relevant edit controls to identify and correct errors. Contact us before acceptance if a required correction is not possible online.

For a standard available paid service, the contract is confirmed when payment is successfully authorised and we issue acceptance/confirmation. A bank return page alone is not proof of payment. A pending-payment or pay-later request is not a confirmed service until expressly accepted by us. Quote-only work, special-access points and out-of-hours times remain requests until their scope, total price and availability are accepted. Where payment is collected while an essential arrangement remains subject to approval, we will identify that status and the acceptance deadline before you pay. If we cannot provide it and you do not accept an alternative, we refund the amount paid for the unaccepted service without undue delay. If that service is essential to the whole booking, you may cancel the affected booking without penalty.

We acknowledge online requests in your booking records. You can request a copy of your agreed booking documents at info@azulcars.com. We must provide the confirmed agreement, accepted terms/version, required precontractual information and any early-start declarations in a durable format you can retain before services begin. A changeable booking page or private link alone is not a durable contract confirmation. Changes to operational records do not alter the terms previously accepted. Save your confirmation and keep private access credentials confidential.

3. Prices, parking periods and additional charges

Consumer totals are in euros, including applicable VAT/taxes. Before acceptance we show the parking price, each collection/return leg, distance calculation, approved out-of-hours or access fees, selected fixed-price extras and any pending quote separately. A “from” price is not a fixed offer for every date. Your accepted price governs your booking; later tariff changes do not change it.

For parking with a genuinely reserved space, the confirmation identifies the exact period for which a space is kept available and its fixed total price. This is not a rule charging unused time in a variable-duration stay. If parking is supplied as rotational/variable-duration parking, the price is calculated by the actual minutes used, without rounding to an unused hour or day. Any extension must use the disclosed lawful calculation and be agreed where practicable; we do not add an automatic full-day penalty for a few minutes' delay.

Fuel and electricity at cost mean the documented supplier/pump/charging cost for the approved quantity, plus the separately disclosed handling fee. We agree the amount, calculation or maximum budget before proceeding and make supporting cost information available. Official ITV/DGT charges and third-party work are identified separately. No unapproved repair, extra service, insurance, fee or payment-method surcharge is added. If a price cannot reasonably be calculated in advance, we state how it is determined and obtain approval before the obligation arises.

4. Payments, invoices, refunds and payment disputes

Online payment is by the methods shown at checkout, through Redsys and the acquiring/merchant bank, normally card and Bizum where enabled. You enter full card/security details on the payment provider's page, not in our messages or notes. We do not store full card numbers or card security codes. Your bank/payment provider may require strong customer authentication, such as approval in its app; exemptions or payment-method-specific rules may apply. We do not guarantee acceptance of a payment or a specific authentication method.

If payment fails or is interrupted, check the booking status or contact us before paying again. Additional charges require the approval described in these terms and are paid through the booking or an authorised payment link; your initial payment is not an unlimited mandate to charge your card. An invoice/receipt is available for paid charges, and you may request a copy.

Refunds are made through the original method unless you expressly agree a no-cost alternative. Statutory withdrawal refunds are made without undue delay and no later than 14 calendar days after we receive your withdrawal notice, subject only to lawful proportionate early-performance deductions. Commercial free-cancellation refunds are initiated automatically where the payment method and booking permit; bank posting times vary. A technical failure does not cancel your entitlement: we investigate, notify you of the outstanding amount and arrange the lawful refund promptly.

If you do not recognise a payment or believe it is wrong, you may contact us and your bank/payment provider. Nothing prevents a lawful chargeback, unauthorised-payment claim or other statutory remedy. We may supply necessary transaction and service evidence to the relevant payment provider. We do not impose an automatic chargeback fine, confiscate your vehicle merely because a payment is disputed, or extinguish a valid refund right. The same amount will not be recovered twice.

5. Statutory withdrawal rights

For parking, storage, ordinary vehicle care and the associated local valet service contracted online, a consumer normally has 14 calendar days from conclusion of the service contract to withdraw without giving a reason. This is separate from our commercial cancellation deadline. Booking a specific parking date does not by itself remove this right. These rights are governed by articles 102–108 of the TRLGDCU.

To withdraw, send an unequivocal statement by email to info@azulcars.com, post to our registered office, or through the booking messaging facility. You may use the model form below, but it is not compulsory. Sending your notice before the period expires is sufficient; you do not need our approval or a reason. We acknowledge receipt on a durable medium. We refund as set out in section 4. If mandatory information about withdrawal was not supplied, the statutory extension of the period applies.

If you want a paid service to begin before the 14 days expire, we ask you separately to expressly request early commencement and to acknowledge that you lose the right only when that service contract is fully performed. Without that request, we will not treat general terms acceptance or a near handover date as your authorisation to start early; we will arrange a later start or contact you for the required declaration.

If you withdraw after a properly requested early start but before completion, you pay only a proportionate amount for the agreed service actually provided up to your notice, calculated against the agreed total price, or its market value if that total is excessive. We cannot charge for early performance where the required information or express request was missing. Loss of the right after full performance requires the legally required prior express consent and acknowledgement. One completed collection leg does not automatically mean a still-running parking contract is fully performed.

Separately contracted fixed-date vehicle carriage: the statutory withdrawal right does not apply to a contract for transport of goods which specifies a date or period of performance, under art. 103.l TRLGDCU. Where your vehicle is being transported as goods and that exception applies, the quote and acceptance screen will say so expressly before you agree. This does not remove rights for breach, loss/damage or agreed cancellation, and does not automatically exclude a separate parking/care service. If the exception does not apply, the ordinary withdrawal rules apply. We do not classify all valet parking as car rental or leisure services, or planned workshop work as an urgent repair visit.

Model withdrawal form

To: AZUL VENTURES 2022 S.L. (Azul Cars), Carrer Son Malferit, 18, Llevant, 07007 Palma, Illes Balears, Spain; info@azulcars.com.

I/We hereby notify you that I/we withdraw from my/our contract for the following service: ______. Booking reference: ______. Contract concluded on: ______. Consumer name(s): ______. Consumer address: ______. Date: ______. Signature(s), only if submitted on paper: ______.

6. Our commercial cancellation policy

In addition to any statutory right, you may cancel an eligible booking free of charge no later than the exact free-cancellation deadline shown before checkout and in your confirmation. The standard setting is 48 hours before the first scheduled handover; if another period applies, the booking states it expressly. The confirmed deadline is not shortened retrospectively by a later settings change.

Use online cancellation where available, or send written notice to the team. Under this policy the paid amount for the cancelled booking is refunded without a cancellation fee. If a separately accepted transport/workshop quote has a different cancellation policy, it must be clearly shown and accepted before that separate contract is formed; it cannot reduce the rights applicable to the original parking booking or statutory withdrawal.

After the commercial deadline, contact us. We assess the services actually performed and any reasonable, documented, unavoidable loss directly caused by cancellation, take reasonable steps to reduce that loss, and explain any lawful deduction and refund the balance. Retaining the entire price is not automatic. We do not charge a penalty for exercising a statutory withdrawal right. A no-show follows the same fair assessment; it does not authorise every possible future charge. If we cancel because we cannot provide the agreed service, unused amounts are refunded and other statutory remedies remain available.

7. Changes, delays and handover hours

You can edit eligible contact, flight, meeting instructions and billing details online. Changes to dates, parking option, locations or quoted work need confirmation and may alter the itemised price. We tell you any revised scope/price and obtain approval before charging; your existing confirmed arrangements remain until a change is accepted.

Office hours are normally every day 07:00–21:00, Europe/Madrid local time; the hours and any agreed exception are shown for your booking. Out-of-hours handovers require approval and the disclosed surcharge. We do not promise 24-hour staffing or automatic flight tracking. Notify us promptly of flight/vessel/FBO timing changes, using phone or WhatsApp for urgent operational updates. We coordinate a safe revised handover and explain any lawful extra time/cost; we do not charge you for a delay attributable to us. Disruption is not a blanket waiver of your contractual or statutory rights.

8. Airport, FBO and marina handovers

Follow the exact meeting instructions in the confirmation, not a generic map illustration. Public-terminal airport handovers are normally arranged near departures for collection and arrivals for return, subject to lawful access. For private aviation/FBOs and marinas/ports, tell us the terminal/operator or marina, authorised contact, arrival/departure time and relevant access instructions. The accepted point may be at a public entrance or another lawful nearby point; airside, apron, gated port or dockside access is not guaranteed.

Any permit, parking/access fee or special coordination cost payable by you is disclosed before agreement or separately approved. We do not imply an affiliation with an airport operator, FBO, marina or port authority. If access becomes unavailable, we propose a safe accessible alternative; if an essential agreed service cannot be performed, statutory remedies and the cancellation protections above apply.

Hand the keys personally to the identified driver/authorised representative. Do not leave the vehicle or keys unattended. If someone else hands over or receives the vehicle, give the required authorisation in advance. We verify entitlement to release the vehicle proportionately and securely; sharing a booking code is not permission to release it to an unknown person.

9. Vehicle requirements, keys and belongings

You must own the vehicle or have authority to entrust and authorise its agreed movement. For driving on public roads, it must be roadworthy and have legally required insurance, registration and ITV, with enough fuel/battery for the agreed route. Tell us about damage, warnings, modifications, immobilisers, special dimensions, EV/battery issues and safe operating instructions. A non-roadworthy vehicle requires an expressly agreed suitable transporter/recovery arrangement, not unlawful road driving.

We record the keys and necessary documents received, vehicle identity and handover. Remove valuables and removable personal belongings. Ordinary components/accessories fixed functionally and inseparably to the vehicle are covered by the parking restitution obligation under applicable law. Special accessories or loose belongings are accepted into special custody only if you declare them and we expressly accept that custody in writing, recording any agreed security measures and price. Do not assume that declaration alone means acceptance. If we do not accept them, you should remove them; the statutory rules for removable items apply. No wording excludes liability which the law requires us to bear.

10. Custody, parking receipt and condition reports

Our responsibility for the agreed valet custody begins when our authorised staff actually receive the vehicle and keys and continues until proper return to you/your authorised recipient, subject to any clearly identified separate contracting arrangements and applicable law. We move the vehicle only as needed for the authorised service, parking operations, agreed third-party work or lawful safety measures. We do not use it privately.

We provide a parking/handover receipt in paper or another durable format which identifies the vehicle, records whether we receive its keys and documents the agreed service. For rotational parking it also records entry day, hour and minute. Retain it; if lost, you can establish your entitlement by other appropriate evidence. Condition reports may record timestamped photographs, visible damage, mileage and fuel/battery at collection and return. You may access and dispute them. Photos do not conclusively prove mechanical condition, require you to accept a defect, or shorten legal claim periods.

Please point out any disagreement or damage as soon as reasonably possible so we can investigate and preserve evidence. A failure to spot hidden damage at handover is not an automatic waiver. We take reasonable care to avoid photographing unrelated people, documents or personal items. Condition images are for service evidence, not publicity without a separate lawful basis.

11. Extras, workshops, gestorías and authorisation

Fixed-price extras are provided only as selected and accepted. Maintenance, repairs, inspection and administrative work requiring specialist third parties are referred to the identified workshop/gestoría; we do not represent ourselves as a licensed workshop or regulated gestor where we are not one.

Before approving third-party work, you receive the provider's identity, contracting/invoicing arrangements, scope, itemised total or approved calculation, proposed completion time, any diagnostic/handling/official fee and applicable guarantee/cancellation information. We obtain your express approval of the quote before work starts. New work, hidden defects and price changes require further approval; possession of the car is not general authority to repair it. Document or agency powers are requested only to the extent necessary for the authorised paperwork. ITV handling arranges attendance; it does not guarantee a pass or approval by an authority.

If we sell the service in our own name and subcontract performance, we remain responsible for our contracted obligations; we cannot avoid that responsibility simply by referring to the subcontractor. If you genuinely contract directly with the identified third party, that arrangement is made clear and separately accepted beforehand; we remain responsible for our own coordination, authorised movement and custody obligations. We help route a complaint to the relevant provider, without restricting any direct statutory claim.

There is no universal goods-style guarantee period for parking. You retain rights to correct performance, appropriate remedies for non-performance and compensation under applicable law. Workshop repairs/installations carry the applicable statutory guarantee, normally at least three months or 2,000 km for ordinary vehicles from delivery, whichever occurs first, on the conditions in RD 1457/1986; longer applicable guarantees for parts prevail for those parts. The invoice/quote states the relevant guarantee and how to claim. This does not shorten other legal rights or limitation periods.

12. Car transport: Spain and Europe

Transport is accepted only after a written quote identifies the origin/destination, handover and delivery dates or periods, route/modes, loading and unloading responsibilities, contractual provider and actual carriers where known, total price/taxes, included costs, required vehicle documents, permissible contents and any customs/import/export responsibilities. The quote identifies whether the vehicle travels on a transporter, on a ferry as cargo, or is driven under a separately specified arrangement. No specific ferry sailing, delivery guarantee or full-value insurance is promised unless stated and accepted. Options may include a ferry with a professional driver or car carriers, subject to the individual accepted quote.

Where you contract transport with us in our own name, we act as contractual carrier to the extent required by applicable transport law and remain responsible for the contracted carriage notwithstanding subcontracting. Any genuinely separate direct contract is identified before acceptance; these terms do not turn a paid habitual transport operator into a liability-free intermediary.

The quote explains the applicable carriage regime. For domestic road carriage of the vehicle as goods, Ley 15/2009 may limit loss/damage compensation to one third of the applicable daily IPREM per kilogram of gross goods lost/damaged and delay compensation to the transport price, subject to the law's exceptions and any valid higher value/limit. International road carriage meeting the CMR criteria may instead be subject to the CMR Convention and applicable protocol, normally 8.33 Special Drawing Rights per kilogram for loss/damage, not a fixed euro sum. Declared value and special interest in delivery may allow higher protection if agreed and recorded in the carriage document, with any disclosed supplement.

A maritime stage is assessed under the applicable maritime rules, including any governing international convention and Ley 14/2014; mixed road/ferry carriage may have special through-carriage rules. We do not apply one road-carriage limit indiscriminately to the whole journey or to separate parking. Statutory limits apply only where legally available and do not protect intentional/reckless or other conduct for which the governing law removes limitation.

Ask us about the cover relevant to your proposed service; any optional cover and its terms are identified before purchase. Carrier liability insurance is not necessarily full-value cargo insurance. You may ask about a declared value or additional cover before committing; it is not automatically included. Tell us about vehicle value, weight/dimensions, battery condition, non-running condition and permitted contents; any safety or customs requirement is agreed before dispatch.

We issue or provide the relevant carriage/receipt documents and condition evidence. Check condition on receipt, record visible damage on the delivery document and notify us promptly of hidden damage or delay. Route-specific statutory reservation and limitation periods are supplied with the accepted quote; we do not invent a universal 24-hour claims cutoff. Delivery windows do not remove remedies if we or the responsible carrier breach an agreed deadline.

13. Liability and remedies

For parking falling within Ley 40/2002, we comply with its duties of surveillance, custody, receipt and restitution of the vehicle and the fixed ordinary accessories in the condition received. We are liable to the user and vehicle owner for damage caused by total or partial failure to meet those statutory duties. Applicable consumer/service and transport liability rules also remain in force.

We do not exclude or cap liability for injury, death, fraud, deliberate wrongdoing, liability which cannot lawfully be limited, or mandatory consumer rights. We do not make recovery conditional on an insurer paying us, restrict ordinary parking compensation to the booking price, or require the customer to prove matters for which the law places the burden on the provider. Lawful statutory carriage limits apply only to the carriage and circumstances they govern. We are not responsible for a defect or loss solely to the extent a lawful defence is established; calling an event “weather”, “theft”, “third-party work” or “force majeure” does not itself prove that defence.

If disruption prevents performance, we inform you promptly, protect the vehicle and offer reasonable alternatives or refunds/remedies as required by law. A proposed substitute, paid extension or material change needs your agreement; we do not unilaterally impose it. Any legal parking retention right is exercised only within its lawful scope and does not authorise sale, disposal or unrelated detention.

14. Accounts, guest access and communications

You can book without an account. An account can store vehicles and show bookings; a guest uses confidential private access. Keep credentials secure and contact us if disclosed. A forgotten link or account closure does not remove an existing contract or your consumer rights; request safe recovery through the team. We may restrict access for a legitimate security reason, proportionately, without automatically forfeiting paid services.

Booking messages, service updates, payment/complaint confirmations and owner/staff notifications support contract performance. Customer email delivery may be available when configured, but mandatory contract information is always supplied in a durable format. Optional marketing is separate, is not required to book, and can be withdrawn at any time. Our Privacy Policy explains the data, recipients and retention.

15. Complaints, official forms and ADR

Send service complaints through your booking, to info@azulcars.com, by phone +34 971 10 13 32, or by post to our registered office. We provide a complaint identifier and a written/durable acknowledgement, and a personal response as soon as possible and in any event within 15 days of receipt, without prejudice to a shorter applicable requirement.

Official consumer complaint/report forms are available free of charge. You may obtain them at the base or from attending offsite staff, or request them by any channel. For a distance service we send them within three working days of your request, with our identifying details completed. You need not travel to our base or use a customer account to obtain them. The forms are in the official Catalan/Spanish format; we can help explain them without changing their content.

You may use the consumer-information office or the Govern de les Illes Balears consumer complaint procedure: https://www.caib.es/seucaib/es/tramites/tramite/303370/. Presenting a complaint to the consumer authority is not the same as a court awarding compensation.

For alternative dispute resolution, the Junta Arbitral de Consumo de las Illes Balears, Carrer de Jesús 38 A, 07010 Palma, provides information at https://www.caib.es/sites/consumidor/es/junta_arbitral_de_consumo_ib/. Arbitration normally requires the company's adhesion or agreement to participate in the particular case. We do not claim affiliation or advance commitment that has not been confirmed. We will tell you whether we participate in the competent ADR process for your complaint. If we cannot resolve your complaint, our durable written reply identifies a competent accredited ADR entity and states whether we are affiliated/obliged or will participate in that case, within the legal disclosure period.

The EU ODR platform is closed. New complaints stopped on 20 March 2025 and the platform ceased on 20 July 2025. We do not direct you to it as an available remedy. Your access to complaints, applicable ADR and courts remains unaffected.

16. Governing law, courts and language

Spanish law governs the agreement, subject to any mandatory consumer protection applicable under conflict-of-law rules and any applicable international transport convention. No clause requires you to use Palma courts exclusively or waives a legally available consumer-domicile court. Spanish consumer disputes follow the jurisdiction choices protected by the TRLGDCU and LEC. For EU consumer contracts within Brussels I bis's consumer section, you may sue in the legally permitted provider/home courts and claims against you follow that section's protections. A separate carriage contract can instead fall under its special jurisdiction rules, including CMR; the quote identifies the relevant regime.

The contract is supplied in the language selected and identified at checkout, together with the mandatory Spanish information. The website may provide English, Spanish, German, French, Italian, Portuguese, Russian, Swedish, Ukrainian and Arabic versions when available. English is the editorial master, not a unilateral override of the language agreed with a consumer. The accepted version in the chosen contract language governs interpretation, subject to mandatory law and the rule that ambiguity in non-negotiated terms is interpreted in the consumer's favour. We will not rely on a translation discrepancy to reduce your rights or change a clearly promised service.