Terms and Conditions

Last updated: 11/10/2026

These terms govern the booking and purchase of uTransfer services through utransferservices.com. By confirming a booking you declare that you have read and accepted them.

1. Who we are

2. Services

We provide private transfers in Mallorca (Palma Airport, hotels, villas and anywhere on the island), private excursions and chauffeur services. Transfers are private: the vehicle is exclusively for you and your group, with no unrequested stops.

Services may be performed by our own drivers or by duly licensed partner drivers and companies, to the same quality standard and under our coordination.

3. Booking and confirmation

• Bookings must be made at least 48 hours in advance. Later bookings are subject to availability; contact us by WhatsApp or email.
• You must be 18 or over and provide correct and complete details: name, a contact phone number active during your trip, flight number, date, time and exact pickup and drop-off address, number of passengers (including children and babies) and suitcases.
• Your booking is confirmed when you receive the confirmation email with your booking number. Please check it and tell us immediately if any detail is wrong.
• We are not responsible for problems caused by incorrect or incomplete details (for example, an unsuitable vehicle or a missed pickup).
• Our transfers run from 06:00 LT to 23:00 LT (customer service from 09:00 LT to 19:00 LT). For pickups outside these hours, please contact us first.

4. Prices and payment

• Prices are fixed and shown in euros including VAT. They include the vehicle, driver, fuel, tolls and airport parking.
• Optional extras (child seats, flight delay protection, additional stops, etc.) are shown before payment.

• Payment methods: card, Apple Pay and Google Pay (WooPayments) and bank transfer. If you pay by bank transfer, the payment must reach our account within 3 calendar days of booking and, in any case, at least 48 hours before pickup. Your booking is confirmed once we receive the payment. If we do not receive it in time, the booking will be cancelled at no cost to you and we will let you know by email. Bookings made less than 5 days in advance must be paid by card, Apple Pay or Google Pay.

• You will receive your invoice or payment receipt by email.

5. Changes to your booking

• You can request changes (date, time, address, passengers) by emailing info@utransferservices.com or via WhatsApp up to 24 hours before pickup. Changes are subject to availability and, if the price changes, the difference will be charged or refunded.

• Adding extras after booking: you can add extras (child seats, Flight Delay Protection, etc.) to a paid booking using the link in your confirmation email or in the reminder we send 24 hours before your transfer, up to 1 hour before pickup. Flight Delay Protection can only be added this way until 23:00 on the day before your transfer, is subject to availability and must be accepted by us: we will reply within 2 hours at the latest. If we cannot accept it, we will refund the price of the protection only and your booking stays as it is. Extras added this way are paid immediately by card, Apple Pay or Google Pay and are subject to availability and vehicle capacity. The cancellation and refund conditions in section 6 also apply to them. After that time, please contact us by WhatsApp or email.

6. Cancellations and refunds

Cancellations must be made in writing (email or WhatsApp). Refunds are made to the original payment method within 14 days.

If we cancel for reasons attributable to uTransfer, we will refund 100% of the price. If the service cannot be provided due to force majeure (severe weather, road or airport closures, strikes, etc.), we will offer you a new date or a full refund.

Right of withdrawal: under Article 103(l) of the Spanish Consumer Protection Act (and Article 16(l) of Directive 2011/83/EU), transport services for a specific date are not subject to the 14-day right of withdrawal. The cancellation policy in this section applies instead.

7. Airport pickup and waiting time

• Your driver will meet you in the arrivals hall holding a sign with your name (meet & greet).
• Without Flight Delay Protection: the driver waits up to 1 hour after the booked pickup time. If the delay happens before your flight takes off and you let us know, waiting time can be extended up to 3 hours.

• With Flight Delay Protection (optional extra): Your driver waits up to 5 hours after your scheduled arrival time, whatever the reason for the delay and without you having to contact us.

• For pickups away from the airport (hotel, villa, port…), the included waiting time is 15 minutes.
• If you have not appeared or contacted us after the waiting time, the booking will be treated as a no-show. If you have any problem (lost luggage, border control, etc.), please call or WhatsApp us.

• Delays after 23:00: our transfers run from 06:00 to 23:00. If, because of a delay, your pickup would take place after 23:00, we cannot carry out the transfer that night, even with Flight Delay Protection. If you booked Flight Delay Protection, we will refund the price of the protection only (not the transfer). We will let you know and can pick you up from 06:00 the next morning at no extra cost.

8. Transfers to the airport

You are responsible for choosing a pickup time that gets you to your flight on time. We recommend arriving at the airport at least 2 hours before a European flight and 3 hours before an international one. We are not liable for missed flights caused by an insufficient pickup time chosen by the customer or by circumstances beyond our control (exceptional traffic, accidents, etc.).

9. Passengers, luggage and children

• The number of passengers and suitcases must match your booking. If you bring more than booked, we may be unable to carry out the transfer or may need to charge a supplement.
• Bulky or special luggage (bicycles, golf clubs, wheelchairs, pushchairs, boards…) must be declared when booking.
• By law, children must travel in the appropriate child restraint. Please state the number and age of children when booking so we can prepare the right seats.
• Pets: only on prior request and in a carrier.

10. Conduct in the vehicle

Smoking (including e-cigarettes), drinking alcohol or taking drugs in the vehicle is not allowed. The driver may refuse to provide the service if a passenger endangers safety or behaves inappropriately, without refund. If you cause damage or excessive dirt in the vehicle, you may be charged the cost of repair or cleaning.

11. Lost property

Please make sure you have all your belongings before leaving the vehicle. If you forget something, contact us and we will do our best to recover it; shipping costs are at your expense.

12. Liability

All vehicles carry the compulsory passenger insurance. We are not liable for delays or failures caused by force majeure or events beyond our control, or for the consequences of incorrect details provided by the customer.

13. Complaints

If you have any issue, email info@utransferservices.com and we will reply as soon as possible (and in any case within one month). Official complaint forms are also available on request.

14. Data protection

We process your data in accordance with our Privacy Policy.

15. Governing law

These terms are governed by Spanish law. In the event of a dispute, if you are a consumer, the courts of your place of residence will have jurisdiction in accordance with consumer protection law.