1. Purpose and Scope

These General Contracting Conditions (GCC) govern all commercial transactions and service agreements concluded between Balearic Collection S.L. (Company) and clients (Client) through the website www.baleariccollection.com, by email, telephone, WhatsApp, or any other electronic means of communication.

These GCC are drafted in compliance with:

- Spanish Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE)

- Spanish Royal Legislative Decree 1/2007 approving the Consolidated Text of the General Law for the Defence of Consumers and Users (TRLGDCU), as amended by Royal Decree-Law 23/2018

- Balearic Islands Tourism Law 8/2012 of 19 July

- Law 39/2015 of 1 October on Common Administrative Procedure of Public Administrations

- Regulation (EU) 2016/679 on the protection of personal data (GDPR) and Spanish Organic Law 3/2018 (LOPDGDD)

These GCC supplement the Terms & Conditions of Balearic Collection S.L. In the event of conflict, these GCC prevail in relation to the purchase flow, contract formation, and consumer rights.

2. Information Provided Before Contracting

Before any binding commitment is made, Balearic Collection S.L. provides the Client with the following pre-contractual information in a clear and comprehensible manner:

- The main characteristics of the services requested, including scope, Suppliers involved, dates, and destinations

- Company identity: Balearic Collection S.L., NIF B24933566, Carrer de la Lluna 25, 07181 Portals Nous (Calvià), Illes Balears, Spain

- Commercial Registry: Inscrita en el Registro Mercantil de Palma de Mallorca, Hoja PM-105549, Inscripción 1ª

- Travel Agency Licence: AVBAL/885, issued by the Consell Insular de Mallorca

- The total price of the services, inclusive of all applicable taxes and fees, with a clear itemisation of the Service Charge and Supplier costs

- The payment schedule, including deposit amounts and due dates

- The cancellation and refund policy applicable to each service element

- Financial insolvency guarantee: minimum €100,000 — Policy No. 86531729 — AXA Seguros G.

- Civil liability insurance: minimum €450,000 — AXA Seguros G. — three-block coverage under Article 58 of Balearic Islands Tourism Law 8/2012

- Contact details for complaints and after-sales communication: contact@baleariccollection.com

This information is provided in the personalised proposal or Itinerary document sent to the Client, and confirmed in the booking confirmation. The Client acknowledges receipt of this information before proceeding with payment.

3. Formation of Contract

A contract between Balearic Collection S.L. and the Client is formed upon all of the following:

- The Client has received and reviewed the personalised proposal or Itinerary and the pre-contractual information in Clause 2

- The Client has signed the Service Charge Agreement

- The Client has confirmed acceptance of the booking in writing (email is sufficient)

- Balearic Collection S.L. has received the initial payment (Service Charge deposit and/or Supplier deposit)

Upon formation of the contract, Balearic Collection S.L. will send a written booking confirmation to the Client's registered email address within 24 hours. This confirmation constitutes the written record of the agreement and sets out the services contracted, the total price, the payment schedule, and any Supplier-specific terms.

Balearic Collection S.L. reserves the right to refuse or withdraw from any contract prior to the issue of a booking confirmation, including where availability has changed or where the Company is unable to accept the engagement for operational reasons.

4. Prices, Fees, and Taxes

All prices are quoted in EUR and are inclusive of applicable Spanish IVA (VAT) unless explicitly stated otherwise.

- Service Charge: the fee payable to Balearic Collection S.L. for planning, curation, and coordination services. Set out in the Service Charge Agreement and distinct from Supplier costs.

- Supplier costs: costs of all third-party services included in the Itinerary, itemised separately in the proposal and booking confirmation.

- Balearic Islands Tourist Tax (Impost de Turisme Sostenible — ecotasa): payable directly by the Client to the accommodation provider on arrival. Not included in quoted prices unless explicitly stated.

Where a price is not confirmed at the time of the proposal, it is clearly marked as indicative and a confirmed price is provided before the Client is asked to commit.

5. Payment Terms

Unless otherwise agreed in writing:

- Service Charge deposit: due upon signing the Service Charge Agreement

- Supplier deposits: due as required by individual Suppliers and communicated at time of booking

- Balance of Supplier costs: due 56 days before the first service date, unless a Supplier requires earlier payment

- Bookings made within 56 days of the first service date: full payment due upon booking confirmation

Payments are made by bank transfer (IBAN) in EUR. Balearic Collection S.L. will issue a formal invoice for each payment. Failure to pay on time may result in suspension of services or cancellation of the booking in accordance with the Terms & Conditions.

6. Right of Withdrawal

6.1 General Consumer Right of Withdrawal

Under Article 102 of the Spanish TRLGDCU, consumers who contract services at a distance generally have the right to withdraw from a contract within 14 calendar days of its conclusion, without giving any reason and without penalty.

6.2 Exception for Travel Services

Pursuant to Article 103(l) of the TRLGDCU, the right of withdrawal does not apply to contracts for accommodation, transport, car hire, catering, or leisure services where the contract provides for a specific date or period of performance.

Travel and tourism services contracted through Balearic Collection S.L. — including accommodation bookings, transfers, yacht charters, and experience bookings — fall within this exception. Once a specific service with a confirmed date has been booked with a Supplier on the Client's behalf, the right of withdrawal is disapplied in respect of that service, and the cancellation charges set out in the Terms & Conditions apply instead.

6.3 Commencement of Planning Services

Where the Client requests that Balearic Collection S.L. begin providing planning and coordination services before the 14-day withdrawal period has expired, the Client expressly acknowledges that:

- They request immediate commencement of services

- They acknowledge that the right of withdrawal will be lost once services have been fully performed

- In the event of partial performance during the withdrawal period, they will be liable for a proportionate payment for services provided up to the point of withdrawal

This express acknowledgement is obtained at the time of signing the Service Charge Agreement, in accordance with Articles 103(a) and 107(3) of the TRLGDCU.

7. Cancellation and Refund Policy

The full cancellation and refund policy is set out in Section 6 of the Terms & Conditions. In summary:

- More than 60 days before first service date: deposit forfeited; balance refunded less non-recoverable Supplier costs

- 31 to 60 days before: 50% of total Supplier costs charged

- 15 to 30 days before: 75% of total Supplier costs charged

- 14 days or fewer before: 100% of total Supplier costs charged

- The Service Charge is non-refundable once planning work has commenced

Refunds, where applicable, will be processed to the original payment account within 14 business days of cancellation being confirmed. Balearic Collection S.L. will pass on refunds received from Suppliers within 14 business days of receipt.

8. Complaints and Consumer Redress

8.1 Complaints Procedure

Please contact us in the first instance by emailing contact@baleariccollection.com, describing the nature of the issue, the dates and services affected, and the outcome you are seeking. We will acknowledge receipt within 5 business days and provide a substantive response within 28 days.

8.2 Official Complaint Form (Hoja de Quejas y Reclamaciones)

Balearic Collection S.L. is required under Balearic Islands Tourism Law 8/2012 to make available the official consumer complaint form (Hoja de Quejas y Reclamaciones) to all clients and users. The availability of this form is announced visibly and unambiguously on this website in the languages required by law. 

The official complaint form is available directly at:

https://seu.conselldemallorca.net/es/ficha?key=75387

You may also request the form by emailing contact@baleariccollection.com or in writing to our registered address. The time limit for submitting a complaint is one month from the date of the incident or service failure.

8.3 Online Dispute Resolution

EU consumers may also use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

8.4 Alternative Dispute Resolution

Unresolved complaints may be referred to AVBAL (Asociación de Agencias de Viajes de Baleares) or to the Junta Arbitral de Consumo of the Balearic Islands for independent mediation or arbitration.

9. Liability and Guarantees

Balearic Collection S.L. accepts liability for direct losses arising from its own proven negligence in providing planning and coordination services, up to the value of the Service Charge paid. Balearic Collection is not liable for the acts or omissions of third-party Suppliers when acting as agent.

Nothing in these GCC limits liability for death or personal injury caused by negligence, fraud, or any other non-excludable liability under Spanish or EU law.

Balearic Collection S.L. maintains the following mandatory coverages under Article 58 of Balearic Islands Tourism Law 8/2012:

Financial insolvency guarantee: minimum €100,000 (equivalent to no less than 5% of annual turnover) — Policy No. 86531729 — AXA Seguros G. This guarantee remains active for two years following definitive deregistration of the agency.

Civil liability insurance: minimum €450,000 — AXA Seguros G. — covering three blocks of liability:

- Operational business liability — minimum €150,000

- Direct or subsidiary liability — minimum €150,000

- Primary financial loss liability — minimum €150,000

Details of both coverages are available on request.

10. Data Protection

Personal data collected during the contracting process is processed in accordance with our Privacy Policy at www.baleariccollection.com/privacy-policy, in compliance with GDPR and LOPDGDD. Processing is carried out on the legal basis of contract performance (Art. 6.1.b GDPR) and legal obligation (Art. 6.1.c GDPR) where applicable, including obligations under Royal Decree 933/2021 and Balearic Islands Tourism Law 8/2012.

11. Applicable Law

These General Contracting Conditions are governed by Spanish law. Any disputes are subject to the jurisdiction of the courts of Palma de Mallorca, Illes Balears, Spain, without prejudice to the rights of EU consumers to bring proceedings in their country of habitual residence.

12. Updates

Balearic Collection S.L. reserves the right to update these GCC to reflect changes in law, regulation, or business operations. The version published on the website at the time of booking confirmation is the version that applies to that booking.