Terms and conditions

Please read the following information carefully

These terms and conditions ("Conditions") set out the terms of the agreement between Queen of Clubs Spain SL acting as a wholesaler of services and your travel expert acting as a Travel Organizer or Principal in your country which buys either a package (as defined below) or a single supply.

Queen of Clubs is the trading name of Queen of Clubs Spain SL, Company Reg (24031615) whose registered office is at Calle San Antonio 3, 07813 Ibiza - Spain and is referred to in these Conditions as:

"You" meaning the Travel Organizer and "Traveler" meaning the end Consumer, hence the end consumer of the service which has been contracted and booked by the Travel Organizer.

A contract will exist once you have made your booking with us, we have issued you our booking confirmation, and you have paid for the services booked and confirmed with us.

A Travel Expert who works for the Travel Organizer must produce all bookings and must be the primary point of contact with whom we deal. Where your booking is for more than one person, the first-named person in the party must be at least 18 years old and will be treated by us as the 'lead name' for your booking.

The Travel Agent/Expert acts as a principal and will be responsible for making all payments regardless of the method of settlement he/she wishes to use at the time of confirmation.

Before booking with us, you should read these terms and conditions carefully as these will form the basis of the contract between you and us. If any part of these Conditions is invalid or unenforceable, the remainder will not be affected and will remain valid and enforceable.

It is crucial that you accurately complete our booking form. All documents, notices and other information relating to your booking will be forwarded to you, and you will be held responsible for delivering this to your client (traveller) without failing to include any details.

We reserve the right to refuse to accept or not to proceed with any booking at any time at our sole discretion.

Packages

A 'package' is a pre-arranged combination of at least two services by you through us at an inclusive price where the combination of the type of service could be:

Passenger ground and private air Transport, Accommodation, Restaurant or catering, Admission to cultural events, Tailor-made tours or Customized visits, Guide service, and Special Assistance, including but not limited to Airport greetings and any other personalized service that may not be mentioned in these terms.

Where the arrangements, which you make with us, do not amount to a package, we act as a wholesaler that buys and resells services to a principal whose aim is to make a profit by reselling them to its client, the traveller.

Terms of Payment

You will be notified at the time of booking of the package price. Should you wish to confirm the proposal, you will be required to pay a deposit of 50%. This deposit secures the availability of the requested services and guarantees the quoted rates.Please note that 20% of the total package cost is non-refundable, regardless of the reason for cancellation.

For packages that include special experiences or services - such as private jets, helicopters, exclusive after-hours visits, yacht charters, priority entrances, or event tickets - the required deposit may vary depending on the nature of the services confirmed. This will be clearly outlined at the time of quotation. Similarly, bookings involving villas, apartments, or hotels may be subject to different payment terms in accordance with the specific conditions set by each supplier. These details will also be provided at the time of quotation.

Payments can be made via credit card or international bank transfer. Please note that your trip or ticket is not considered confirmed until the deposit has been received. The remaining balance is due 60 days before the travel date.

Quotes and Prices

The prices stated in our proposals or brochures are accurate at the time of publication but may be subject to change. The confirmed service price is the one provided to you at the time of booking and remains valid for 24 hours, unless otherwise specified.

Quotes requested within 29 days or less prior to the travel date may be higher in cost and may not reflect the original proposal, even if the services offered remain the same.

Rates are quoted mainly in EUROs unless differently specified and inclusive of tax at the current government rate. Admission fees are quoted per person and, once confirmed, are strictly non-refundable. If drivers or guides exceed the pre-booked hours, services, or inclusions, additional charges may apply.

Any amendments made after the final confirmation or less than 15 days before the arrival date will incur a fee of Euro 300 per change.

Amendments requested within 7 days of arrival will be subject to a fee of Euro 500 per change.

Cancellations

All cancellations must be submitted in writing. If a cancellation is made after 17:00 GMT, it must also be followed up with a phone call. Cancellations take effect on the date they are received by the Company.

Once your itinerary is confirmed, we commit to third-party suppliers, and as a result, we may be unable to refund or waive any amounts due if you decide to cancel all or part of the itinerary.

In the event of a cancellation, a penalty fee of 20% of the total booking amount will always apply.

High Season

High season refers to periods when travel demand is at its highest. Spain is considered high season for the following periods:

• Easter Week
• May 1st to September 30th
• December 1st to March 15th
• All the National Public holidays
• Any particular day advised at the time of enquiry

Please find a complete list of public holidays below: 

• 1st January - Año Nuevo
• 6th January - Día de los Reyes Magos
• Good Friday - Viernes Santo
• 1st May - Fiesta del Trabajo 
• 15th August - Asunción de la Virgen
• 1st November - Todos los Santos
• 6th December - Día de la Constitución Española
• 8th December - Inmaculada Concepción
• 25th December - Natividad del Señor
• Any particular day advised at the time of enquiry - Case-by-case basis

There will be a 100% surcharge for tours and car services taking place on: 1st January, 6th January, Easter Day, Easter Monday, 1st August, 25th, 26th & 31st December, any particular day advised at time of the enquiry. There will be a 50% surcharge for tours and car services taking place on: Good Friday, 1st May, 29th May, 15th August, 1st November, 8th December, any particular day advised at time of the enquiry. You can find a complete list of public holidays here.

During the high season, cancellations made 14 days or fewer prior to arrival are subject to a 100% cancellation fee.

For services such as tours, car transfers, guides, tickets, activities, experiences, boats, or any other items not specifically listed: once confirmed and secured, these services cannot be modified. Due to limited availability during high season and strict cancellation policies from our partners, changes to the date or start time are often not possible.

If a change is feasible, it will incur the administration fees outlined in the section “When a service is amended.”

In all other cases, the client will be fully liable for the cost of the original service. If they wish to change the date or time, they will need to purchase a new service and/or tickets, subject to availability.

Tickets Admissions / tickets 

Name and date changes for admissions or general tickets are not always permitted. When not allowed,  such changes will be treated as cancellations and subject to amendment charges, which you will be liable for.

In most cases, making changes requires purchasing new tickets at full cost. As tickets are nominative, it is essential to provide the full name and date of birth for each participant at the time of booking.

Train, Hydrofoil or Ferry tickets

Only the departure time may be changed, subject to availability, and a supplement may apply. Names and travel routes cannot be altered - any such changes will require the purchase of a new ticket. If the time change is possible, a 25% amendment fee will be applied.

Event tickets

Any ticket or attraction purchased for any event or entrance which has been confirmed at the time of booking must be pre-paid in full and cannot be canceled nor refunded regardless of the reason. Tickets are never confirmed until they are fully paid.

Please note: tickets cannot be held and are not confirmed until full payment has been received. In the event of delayed payment, tickets may no longer be available, in which case the payment will be refunded. Full pre-payment is required upon confirmation of any ticket and will not count toward the 50% deposit needed to secure the remainder of the booking.

Tours and Customized Experiences

A non-refundable fee of 20% of the total cost applies to all cancelled tours or itineraries.

Cancellations made 59 to 30 days prior to the start of the service will incur a 40% cancellation fee.

Cancellations made 29 to 15 days prior will incur an 80% cancellation fee.

Cancellations made less than 15 days before the service start date will be subject to a 100% cancellation fee. 

ll cancellation charges are calculated as a percentage of the total booking price. 

Mountain and outdoor experiences

Please be aware that mountain and outdoor experiences (skiing, hiking, trekking, biking etc.) cannot be cancelled or modified on the same day or in advance  based solely on weather forecasts. Only the expert environmental/mountain guides are qualified to assess the conditions on the day and determine whether it is safe to proceed. Their decisions are always made with participant safety as the top priority.

If the tour is cancelled by the expert environmental/mountain guide due to unsafe weather conditions, a full refund will be issued. We understand that some clients may prefer not to proceed if the weather is expected to be cloudy or rainy. However, in such cases, the standard cancellation policy applies: the client will be held 100% liable, and a full cancellation fee will be charged.

Car services

Cancellations made less than 7 days before the scheduled pick-up time will incur a 100% cancellation fee. Cancellations made more than 7 days in advance will be subject to a 20% cancellation fee. If the passenger fails to appear at the designated pickup location within 90 minutes of the scheduled time, the booking will be considered a no-show, and no refund will be issued.

Likewise, if the passenger does not contact our office when unable to locate their chauffeur, the booking will also be non-refundable.

Waiting times included in the booking quote are as follows:

• Airport arrivals (commercial flights): 60 minutes
• Train station arrivals: 30 minutes
• Port arrivals (cruises, hydrofoils, ferries): 30 minutes
• Hotel pickups: 15 minutes

After the included waiting time has elapsed, an additional hourly charge will apply, based on the specific vehicle used.

Important: Cancellations for services scheduled the following day (until 12:00) will not be accepted after 17:00 GMT on the previous day.

Boat Services

Please note that boat tours/transfers cannot be modified or cancelled on the same day or in advance based solely on weather forecasts. Only the Captain can assess weather and water conditions and determine whether it is safe to proceed. This decision is made with the safety of all passengers as our top priority.

If the tour is cancelled by the captain due to unsafe weather or sea/lake/river conditions, the client will receive a full refund for the boat service.

While we understand that a client may prefer not to proceed if the weather appears slightly  cloudy or rainy, please be advised that in such cases the client will be held 100% liable , and a full cancellation fee will apply.

Hotels

Each hotel has its own  specific cancellation policy, which will be communicated  prior to booking, clearly stated on the booking confirmation, and detailed again on the invoice. Additionally, a note will be included in the proforma / invoice within the specific line for  the hotel service, ensuring the policy is easily visible . It is your responsibility to carefully review your proforma and its specific cancellation terms.

VIP Services

If a personal service such as bodyguard, fixer or greeter is cancelled less than seven days before the service date, a 100% cancellation charge will apply.

When a service is amended

An administration fee of Euro 250 will apply to any changes made 15 days or less before the first scheduled service.

For changes made 7 days or less prior to the first service, the administration fee increases to Euro 500. If a service is fully cancelled within 30 days, the service cannot be refunded.

If your customer or any member of their party is unable to travel for any reason, no refund will be issued.

Should you wish to make changes to the booking after confirmation has been sent, we will do our best to accommodate the request. However, we cannot guarantee that changes will be possible, as they are subject to supplier approval and may incur additional costs.

Important notes

Please note that certain services may be subject to specific cancellation policies. These will be communicated to you prior to booking and clearly outlined on your booking confirmation, at the time of confirmation, and on your final invoice. Additionally, a note will appear in the relevant line of the proforma/invoice for full transparency.

It is your responsibility to carefully review the proforma and be aware of the specific cancellation terms associated with each service.

Please also be aware that supplemental charges may apply based on revised travel dates or seasonal changes. Any revised itinerary will remain subject to our standard Terms & Conditions.

Disclaimer: Tickets and Events

Queen of Clubs is not the original issuer nor the primary seller of tickets and hospitality packages. Our role is to act as a sourcing agent, searching the market through carefully checked and reliable suppliers to identify the best available options that meet our client’s specific needs. In some cases, invitations, tickets or hospitality packages purchased are not commercially available through standard retail channels. These may be acquired directly from ticket holders or secondary resellers, often at higher prices that include service fees reflecting the efforts and costs involved in securing them. As such, prices are not set by Queen of Clubs and are determined by market demand and availability. They may significantly exceed the ticket’s original face value. 

By proceeding with a booking, the client acknowledges that the value of a rare or hard-to-find ticket may be considerably higher than its face value. Once accepted, the client waives the right to dispute the price based on comparisons with offers found at a different time or under different market conditions.

Queen of Clubs aim is to ensure that package benefits remain available to the client at all times. If any component  becomes unavailable, we will make every reasonable effort to uphold prior commitments. However, Queen of Clubs cannot be held liable for any actions of third parties, suppliers or for events beyond our direct control. Should a client be denied entry to an event through no fault of their own, a full refund will be issued within 14 days.

Queen of Clubs will not be held liable  for any event cancellations, postponements, or failures by the venue or event organizer to deliver the event due to unforeseen circumstances such as  accidents, acts of God, civil unrest, strikes, public health emergencies, or any other similar or unforeseen situations. In such cases, any refund will be processed strictly in accordance with the venue’s or organizer’s own policies. We cannot issue compensation beyond what they provide.

In cases where a hospitality package is purchased and the event is cancelled, refunds may only cover the face value of the ticket. Reimbursement for the remainder of the package is subject to the hospitality provider’s terms. If local authorities permit the use of credit vouchers instead of refunds, the client must accept this resolution, as it falls outside Queen of Clubs’ control.

Queen of Clubs is solely responsible for delivering the services as outlined in the invoice or proforma sent at the time of confirmation. We cannot be held responsible for any inaccuracies in this information nor for the client’s inability to attend the event for any reason.

Tickets deliveries

Nowadays, the majority of event tickets are sent through apps in the form of electronic tickets. The client accepts that tickets purchased for any event, regardless of purchase date, can be delivered until the day before the event and, if in paper, only in the city where the event takes place.

Queen of Clubs is not responsible for any loss, regardless of the reason. We accept no liability for any loss, damage, costs, expenses or other claims for compensation arising from requests or instructions supplied by the client which are incomplete, incorrect or inaccurate or arising from their late arrival or non-arrival, or any other fault of the client.

Changes and cancellations by us

We will do our utmost to deliver the services which we have contracted to provide to you. However, as many arrangements are made weeks or even months in advance, there may be occasions where changes are necessary, and we reserve the right to make such changes  at any time. Examples include but are not limited to: changes involving greeters, drivers (due to flight delays or cancellations), vehicle types, yacht, jet models,  hotel suite categories, guides, museums, restaurants or clubs - some of which may close without prior notice - may occasionally occur. Most of the changes are minor, and we will always inform you either before confirming the booking or, if already confirmed, as soon as possible prior to the start of your services with us. Please note that greeter and driver assignments are finalized the evening prior to the service. In the event of delays, any necessary adjustments may impact the service or, in some cases, lead to cancellation by our partners without prior notice.

In case of flight disruptions, if your flight is delayed more than one hour, please be aware that greeter and driver arrangements are subject to change or may be cancelled due to staffing constraints. Additional fees will apply for delays exceeding one hour for both services.  

Important note

Compensation and Liability

Compensation Exemptions
Compensation will not be provided for changes or disruptions caused by circumstances beyond our reasonable control. These include, but are not limited to: industrial action, war or threat of war, civil unrest, terrorism, airport closures, changes in airline schedules, adverse weather affecting airports, seaports or transport links, flight delays, police or security alerts, natural or nuclear disasters, and health-related risks.

Limitations of Our Liability to You - the Travel Agent (Our Customer):
We are responsible for ensuring that the services booked are delivered with reasonable care and skill. However, we do not accept liability in the following cases:

• If any failure in the service is due to the actions or negligence of the traveller or their party
• If the failure is caused by a third party not involved in the delivery of our services
• If the issue arises from circumstances beyond our reasonable control (as defined above)
• If our agents, subcontractors, or suppliers act beyond the scope of their authority

Our total liability, except in the case of personal injury or death resulting from our failure to perform services properly, will not exceed the total amount paid to us for the booking (including deposits and administration fees).

We also operate within the limits and exclusions established by international conventions, including but not limited to the Montreal Convention and applicable European legislation, which govern and limit the liability of transport operators. Unless explicitly agreed, we accept no responsibility for indirect or consequential losses arising from your travel arrangements.

Third-Party Activities and Excursions
Our local representatives and suppliers are not authorised to act on our behalf when arranging activities or excursions outside of those booked directly through us. We do not accept liability for services or activities arranged independently of our direct booking process.

We are not responsible for any death, illness, or injury that occurs during an activity not included in your travel arrangements with us, or not booked through us. In exceptional cases, and at our discretion, we may offer assistance up to a maximum of Euro 5,000 - subject to written confirmation of our willingness to assist.

If the traveller receives compensation or is insured for a matter in which we have provided assistance, we reserve the right to recover the cost of that assistance. If you or your client intend to pursue legal action against a third party and would like our support, full details must be provided, and our consent must be obtained before legal proceedings begin.

Special Requirements
If you or your clients have special needs, these must be communicated at the time of booking so we can assess whether they can be accommodated and inform our suppliers accordingly. While we are not a specialist provider of accessible holidays, we will make every effort to meet your requirements, though we cannot guarantee that all requests can be fulfilled.

Traveller Responsibilities

Behaviour
Travellers are responsible for their own conduct as well as the behaviour of their entire party. Both we and our suppliers reserve the right to deny boarding or access to any private jet, boat, vehicle, accommodation, or activity - and to remove any individual from these services - if any member of the party:

• Is intoxicated or under the influence of alcohol or drugs
• Is reasonably suspected of possessing illegal substances
• Acts violently, disruptively, dangerously, or irresponsibly
• Creates a risk to themselves or others, or causes a nuisance or disturbance

In such cases, no refunds, compensation, or reimbursement of costs or expenses will be provided.

Insurance
The activities included in our tours are not classified as hazardous. If travellers arrange their own travel insurance, it is their responsibility to ensure their policy covers all activities booked through us.

We do not accept any liability for loss, injury, or death resulting from any activity undertaken independently of our services. It is essential that travellers confirm that their insurance covers all such activities and experiences, whether arranged through us or otherwise.

Complaints
If you believe that any part of your booking arrangements has not been provided as agreed, please notify us as soon as possible. If the traveller is unable to resolve the issue during their trip, written details of the complaint must be submitted to us within 30 days of their return. Delays in reporting may limit our ability to thoroughly investigate and address the matter.

Data protection
We will not use any personal data relating to the traveller which we hold at any time for any purpose other than in connection with your booking. We will not pass on such data to third parties except where necessary unless authorized by you, i.e. traveller mobile number, date of birth, credit card, photos or any other sensitive information. You consent to this traveller information being supplied to our suppliers (including hotels, airlines, restaurants insurers and transport companies and any necessary public authorities). This information may include information about any disabilities, dietary requirements or your religion and may be transferred abroad.

We may use your data to notify you of our services, offers and promotions from time to time and if you do not wish us to receive this information, please notify us at any time.

We do not store in our CRM system any credit card, passports, or personal information.

If you wish to find out more about the personal data we hold about you, we can supply a copy of this.

Acceptance

By making a booking with us, either made via an agent or a travel expert, you and your client, "the traveller," accept in full the above Terms & Conditions.

This contract shall be governed by Swiss law and shall be subject to the sole jurisdiction of the Swiss Courts regardless of where the online payment gateway was based at the time of the charge and the merchant number used to perform the payment transaction.

Contact us

If you wish or need to contact us, then please write to:
Queen of Clubs Spain SL
Calle San Antonio 3, Ibiza 07813
+44 20 453 88 333
Enquiry.Spain@Qofclubs.com
Company Reg 24031615
VAT ESB70870381
IATA 96168822
Ibiza, 2024
Last updated: August 2025