Booking Conditions

1. Subject

The purpose of this contract is to regulate the Terms and Conditions applicable to the booking service for the Al ándalus Train through the website www.eltrenalandalus.com.

In compliance with Law 34/2002 on E-Commerce and with Book IV of Royal Legislative Decree 1/2007, General Law for the Protection of Consumers and Users, particularly Title II, Articles 159 and 160, we inform you that the website trencostaverdeexpress.com is owned by Nattivus Experience S.L., a travel agency based at Calle Teide No. 16, Fresno de Torote (Postal Code 28815), Madrid, Spain, with Tax ID (CIF) B-88014717 and CICMA license number 3462.

Nattivus Experience S.L. is an authorized agency for the distribution of tickets and products of TTL by Renfe Viajeros.

Nattivus Experience S.L. does not own or operate the Al ándalus Train, which is owned and managed by Renfe.

Although you can book a journey on the Al ándalus Train through the website eltrenalandalus.com., you acknowledge that this service is provided by Renfe (“Partners”) and that Nattivus Experience S.L. merely offers a booking service via its website, acting as an affiliate.

However, by making a reservation through the website, you are entering into a contract with Nattivus Experience S.L., thereby establishing a direct contractual relationship between the user and Nattivus Experience S.L. Booking through the website does not imply a direct contractual relationship between the user and the Partners.

Nattivus Experience S.L. does not claim any rights over the trademark or logo of the Al ándalus Train, as these are the property of Renfe.

2. Acceptance of conditions

Accessing eltrenalandalus.com and booking its services implies the acquisition of the status of user and the statement that you have read, understood and accepted these Booking Conditions, the Privacy Policy and the Terms of Use, which form an integral part of this Legal Notice.

3. Reservations

To make a reservation, you must follow the steps indicated in the “Book” section, which you can access by Clicking here.

You will receive confirmation of your booking by email immediately after completing the booking process and paying 15% of the total trip cost, either by credit card, bank transfer or PayPal.

In cases where the 15% payment is made by bank transfer, the booking confirmation will be issued within a maximum of 24–48 hours from the time the transfer is made.

You will have until 35 days before the travel date to pay the remaining 85% of the amount. If this second payment is not made within 35 days prior to departure, the reservation will be cancelled, and the 15% already paid will be retained as a penalty.

You may also make a reservation by contacting us through one of the following methods:

WhatsApp: (+34) 644 750 590

E-mail: info@eltrenalandalus.com

Notes:

In the exceptional case that there is no availability on the selected date, we will offer alternative dates on which you may book, or other services that might be of interest.

No compensation will be provided if the service is unavailable on the requested date.

4. Payments

First Payment

At the time of booking, you must pay 15% of the total trip cost using one of the available payment methods: credit card, bank transfer or PayPal.

If you choose to pay by bank transfer, you will have 72 hours to complete the payment. If the payment is not received within 72 hours, your booking will be cancelled.

Second Payment

You will have until 35 days before the travel date to pay the remaining 85% of the total amount. If this second payment is not made within 35 days, the booking will be cancelled, and a penalty of 15% of the total booking amount will be applied.

5. Cancellation policy

• Cancellation more than 30 days prior to the start date of the trip: 15% penalty.
• Cancellation between 30 and 15 days prior to the start date of the trip: 25% penalty. The remaining 75% will be refunded.
• Cancellation between 14 and 5 days prior to the start date of the trip: 50% penalty. The remaining 50% will be refunded.
• Cancellation between 4 and 1 day prior to the start date of the trip: 80% penalty. The remaining 20% ​​will be refunded.
• Cancellation with less than 24 hours prior to the start date of the trip or no-show on the day of the trip: 100% penalty. No amount will be refunded.

 Please note:

The penalty is applied according to the total amount of the trip.

Cancellation and/or assistance insurance that is contracted is not refundable in any case.

6. Changes

a) Changes in the date of the trip:

• Changes with more than 120 days in advance are allowed, depending on availability of places.
• Changes between 120 & 31 days before will incur in 15% penalty.
• Changes are not allowed less than 31 days before the trip.

b) Changes in the identity of passengers:

• Changes in the identity of one of the two passengers traveling in a double room are allowed up to 5 days before the date of the trip.
• Changes in the identity of the two passengers traveling in a double room or the passenger traveling in a single room are not allowed. Such changes will be considered Cancellations.

Please note:

Reservations cancelled after having changed the departure date carry a penalty of 100% of the total amount of the trip.

The possibility of change is contemplated within the same year as the date of the initially contracted trip.

7. Cancellation insurance

When making your travel reservation, we will offer to optionally include Assistance and Cancellation Insurance. We recommend taking out this or another similar insurance so that possible penalties due to an unforeseen trip cancellation are covered.

Our Multi-Assistance Plus insurance with Cancellation is designed to cover cancellations for up to 43 guaranteed reasons, that is, it covers customer reservations in the event of any last-minute situation and unforeseen event, for any of the reasons established in the particular and general conditions of the policy.

You can see the coverage summary and complete coverage detail here:

Coverage summary

Complete coverage

Please note: 

You may optionally purchase this Assistance and Cancellation Insurance offered by an external insurance company. The purchase of this insurance is not mandatory for booking the main service.

Nattivus Experience S.L. acts solely and exclusively as an intermediary in the marketing of the insurance, facilitating your access to its purchase, but does not have the status of insurer and does not assume any responsibility arising from the contractual relationship established between you and the insurance company.

The coverage, terms, exclusions, limits, requirements and claims procedures of the insurance depend solely and exclusively on the policy contracted with the insurance company. Consequently, Nattivus Experience S.L. shall not be liable, among others, for the approval or rejection of claims, the amount of compensation, the interpretation of the policy terms, or the deadlines or refund procedures.

In the event of cancellation, any request for reimbursement covered by the insurance must be handled directly between you and the insurer, in accordance with the procedures set out in the relevant policy. Nattivus Experience S.L. may, on a voluntary basis and without any obligation to do so, provide you with contact information or basic assistance, without assuming any responsibility for the outcome of the claim.

The purchase of the insurance constitutes a contract independent from the contract for the provision of the main service and shall not affect the validity, performance or terms of the latter. Likewise, the amount corresponding to the purchase of this insurance will be clearly identified and itemised during the booking process. Said amount will be transferred to the relevant insurer, with Nattivus Experience S.L. acting solely as an intermediary in the collection.

By purchasing the insurance, you declare that you have read, understood and accepted the general, special and specific conditions established by the insurance company, which are made available to you prior to contracting.

8. Transfer

We offer you the possibility to book a comfortable and hassle-free transfer service from the airport, train station, or bus station to your accommodation in the city center, or vice versa.

At the end of the booking process, we will contact you to provide us with your flight, bus, or train number, as well as your hotel address.

Cancellation, Changes and Waiting Policy:

• Free cancellation up to 24 hours before pickup.

• Any modification by the User that may affect the booking or its information must be notified at least 48 hours prior to the service. Any request made outside this period will be subject to availability.

• For pickups at an accommodation or address other than airport, bus, or train station, the driver’s waiting time will be up to 15 minutes from the reserved pickup time.

• For airport pickups, the courtesy waiting time from the scheduled flight arrival is 1 hour.

• For train station pickups, the courtesy waiting time is 30 minutes.
  After these times, the trip will depend on vehicle availability. If no vehicle is available, the service will be considered canceled due to client no-show, and the full transfer cost must be paid with no refund right.

Vehicles:
The vehicles used for each service will vary within the reserved category of van or premium car, depending on availability. All vehicles will have similar characteristics, although brand or color may vary.

Driver Languages:
Our drivers speak different languages. Although the usual language is Spanish, we also have drivers with conversational English available for certain services. If you require an English-speaking driver, you may request it when booking. This service is free of charge and subject to availability.

Luggage:
Each passenger is allowed one piece of luggage with maximum combined dimensions of 158 cm (length/width/depth). The User will be responsible for any additional costs if an extra vehicle is required to transport more luggage than permitted under these terms and conditions.

9. Rail connections to the journey’s starting and ending points

In order to offer you greater comfort, when booking a journey on the Al Andalus Train, as a courtesy service and at no additional cost, rail transfer services are included from your place of origin to the starting point of the journey and, where applicable, the return journey from the final destination of the itinerary back to your place of origin, provided that such journeys take place within Spanish territory.

These journeys will be operated exclusively on trains run by Renfe Viajeros, and may correspond to AVE, ALVIA, Long Distance or AVLO services, depending on availability. All possible combinations of cities within Spain are permitted, provided that there is a medium- or long-distance rail connection between them.

Outbound and return journeys must be made on dates consecutive to the start and end of the journey on the Al Andalus Train. A maximum time difference of 48 hours between unavoidable connections is also permitted.

In addition, you may enjoy access to Renfe Club Lounges at the stations, both on the outbound and return journeys, in accordance with the general conditions established by Renfe Viajeros.

Nature of the service and liability

The rail transfer service is provided directly by Renfe Viajeros, which acts as the effective carrier and is solely responsible for the proper performance of the rail service.

Nattivus Experience S.L., as the commercial entity marketing the journey on the Al Andalus Train, acts exclusively as an intermediary in the management of this courtesy service and assumes no liability whatsoever for any incidents arising from its provision, including, by way of example and without limitation, delays, cancellations, changes, operational incidents, missed connections or the conditions of the rail service.

Any claim, complaint or request relating to the transfer tickets or the provision of the rail transport service must be addressed directly to Renfe Viajeros (using the contact details provided on your ticket), and no liability may be attributed to Nattivus Experience S.L. in this regard.

Request, tickets issuance and changes

Transfer tickets must be requested no more than two (2) months prior to the start date of the journey, in accordance with the established procedures.

Once the transfer tickets have been issued:

• Any changes must be managed directly by you through the official channels of Renfe Viajeros (www.renfe.es ), using the booking reference provided.

• Seat changes or seat selection may involve the payment of additional charges, which shall be borne in full by the client.

Where the journey booking has been made through a travel agency, such agency shall be solely responsible for the request, processing and issuance of the rail transfer tickets, and Nattivus Experience S.L. shall not assume any liability for errors, omissions or incidents arising from improper management by the intermediary agency.

Additional services

The booking of additional or supplementary services associated with the transfer tickets, such as onboard catering, additional luggage or other services offered by Renfe Viajeros, which may incur additional charges, must be managed directly by the client, using the corresponding booking reference and in accordance with the carrier’s general conditions.

Nattivus Experience S.L. does not intervene in, nor assume any liability for, the booking, modification or provision of such additional services.