Booking Conditions

All you need to know

1. Subject

The purpose of this contract is to regulate the Terms and Conditions applicable to the booking service for the Costa Verde Express Train through the website trencostaverdeexpress.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 Costa Verde Express Train, which is owned and managed by Renfe.

Although you can book a journey on the Costa Verde Express Train through the website trencostaverdeexpress.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 Costa Verde Express Train, as these are the property of Renfe.

2. Acceptance of conditions

Accessing trencostaverdeexpress.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 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@trencostaverdeexpress.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. Payment

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 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 10% 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 departure 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

7. Transfers

We offer you the possibility to book a comfortable and hassle-free transfer service from the airport, train or bus station to your accommodation in the city center, or vice versa. You can provide us with your flight, bus or train number and your hotel address at the end of the booking process.

Cancellation, changes and delays policy:

Free cancellation up to 24 hours before the scheduled pick-up.
Within 24 hours of the transfer, changes to already booked transfer services are not guaranteed, as this could interfere with the correct execution of other services. However, we will always try our best to make any necessary changes to meet the customer’s needs.
When the pick-up is from an accommodation or address that is not an airport, bus or train station, a delay of more than 15 minutes by the client will result in cancellation of the service, and 100% of the agreed amount will be charged.
For airport pick-ups, the flight number and estimated arrival time must be provided at the time of booking. The flight number must be confirmed at least 24 hours before the transfer. If no flight number is provided, the pick-up will be scheduled according to the contracted time. A courtesy waiting time of 1 hour from the estimated arrival time of the flight will be included.
In the event of a flight delay, the waiting time included in the service price is 1 hour from the originally scheduled arrival time (booking time). After this time, the service will be subject to vehicle availability. If no vehicle is available, the transfer will be considered a no-show by the client, and the full amount will be charged to the contracting party.

Vehicles:

The vehicles used for each service may vary within the reserved category (van or sedan), depending on availability. All vehicles are of similar characteristics, although brand or color may differ. Complimentary bottled water and tissues are available in all our vehicles. Luggage assistance and umbrella service (if necessary) are also included.

Driver languages:

Our drivers speak different languages. Although Spanish is the usual language, we have drivers who speak English (conversational level) for certain services. If you need an English-speaking driver, you can request it when booking. This is a free service and subject to availability.

Certified child seats:

Certified child seats are subject to availability and cost €5 per seat.

Notes:

The child’s weight must always be indicated.
These are certified seats, but they do not have ISOFIX and are not rear-facing.
There are no Maxi-Cosi seats available for babies under 1 year old.