Booking Terms & Conditions

Benal Transfer operates as a transfer booking and management service.

The physical passenger transport service is carried out by professional third-party transport providers assigned to the booking.

The transport provider responsible for the journey must hold the licences, authorisations, insurance and other legal requirements applicable to the service provided.

To make a booking, the customer enters the journey details, selects a vehicle category, provides passenger and contact information, chooses a payment method and reviews the reservation before final confirmation.

Before confirming, the customer can return to previous steps and correct the information entered.

Bookings may be completed in English, Spanish, Italian or French.

Benal Transfer stores the booking record in its systems. There is currently no customer account providing direct online access to the stored booking document.

A booking confirmation is sent by email when the reservation is confirmed. The customer should retain this confirmation as a record of the booking.

The customer may request information relating to their reservation by contacting Benal Transfer.

These Terms can be saved, downloaded or printed using the functions available in the customer's browser.

The price shown during the booking process is based on the journey, vehicle category, selected extras and other relevant booking information.

The customer is shown the applicable amount before the reservation is finally confirmed.

Where available, the customer may pay online or select payment to the driver.

Online card payments are processed through the secure payment provider used by Benal Transfer.

Additional services requested after the original booking may result in additional charges.

A booking may be cancelled free of charge when the cancellation is requested at least 24 hours before the scheduled start of the transfer.

Cancellations requested less than 24 hours before the scheduled transfer are non-refundable, except where mandatory law provides otherwise.

When a refund is due under these Terms, Benal Transfer will initiate the refund within 24 hours after the refund has been approved.

The customer's bank, card provider or payment provider may require additional time before the refunded amount appears in the customer's account.

Passenger transport services are subject to their specific cancellation conditions and do not benefit from the general 14-day distance-contract withdrawal regime, without prejudice to mandatory consumer rights.

For airport bookings linked to a flight, the customer must provide the correct flight number so that the arrival can be monitored.

A flight delay of up to 3 hours is accepted and the booking will remain active.

The airport waiting period begins from the actual landing time of the flight.

If the flight is delayed by more than 3 hours, the original transfer is no longer guaranteed and the customer must make a new booking. The original booking is non-refundable, except where mandatory law provides otherwise.

If the customer's flight is cancelled and the transfer is cancelled at least 24 hours before the scheduled service, the normal free cancellation policy applies.

If the flight is cancelled less than 24 hours before the scheduled transfer, the booking is non-refundable.

For airport pickups connected to a correctly supplied flight number, 60 minutes of waiting time are included from the actual landing time.

For hotels, private addresses and other non-airport pickup points, 15 minutes of waiting time are included from the agreed pickup time.

If the customer has not appeared after the applicable waiting period and no alternative arrangement has been agreed with the driver, the booking will be considered a no-show.

A no-show is non-refundable.

If the customer contacts the driver and the driver is able to wait longer, additional waiting may be offered subject to availability and an additional charge.

If the driver cannot continue waiting, the booking will be considered a no-show.

Requests to change the route, pickup time, date or other important booking details must be made at least 48 hours before the scheduled transfer.

All changes are subject to availability.

If the modification increases the price of the service, the customer must pay the difference.

If the modification reduces the price, the corresponding difference will be refunded.

Changes requested with less than 48 hours' notice are not guaranteed. If the change cannot be accepted, the original reservation remains in force and the normal cancellation and no-show rules apply.

Child seats must be requested in advance and are subject to availability.

The price is €15 for each child seat requested.

The customer is responsible for informing Benal Transfer that a child seat is required.

If a passenger requires an appropriate child restraint for the service and it was not requested in advance, and the journey therefore cannot be legally or safely performed, the booking will be treated as a no-show and will not be refunded.

The standard luggage capacity of each category refers to medium-sized suitcases.

The customer must select a vehicle category capable of carrying both the passengers and their luggage.

Special or oversized luggage, including bicycles, large pushchairs, golf equipment, surfboards or similar items, must be communicated before the journey.

Special luggage may require a larger vehicle or an additional charge and is always subject to availability.

If the luggage cannot safely or legally fit into the booked vehicle because it was not correctly declared, Benal Transfer cannot guarantee that the journey can be performed.

Additional stops that were not included in the original booking are not automatically included in the transfer price.

An additional stop may only be made if the driver is able to accommodate it.

Additional stops may incur an additional charge payable to the driver.

Where possible, the additional charge must be communicated and accepted before the extra service is carried out.

Operational circumstances may make an additional stop impossible even if the customer is willing to pay an additional charge.

Domestic animals may travel only when this has been requested in advance and confirmed by Benal Transfer.

Animals must travel in an appropriate carrier.

Advance notice is required because a suitable vehicle must be assigned.

Transport of animals is subject to vehicle and driver availability.

Vehicle models shown by Benal Transfer are examples of the expected category rather than a guarantee of a specific registration, colour or exact model.

Benal Transfer or the transport provider may assign an equivalent or higher-category vehicle when necessary, provided that the required passenger and luggage capacity is maintained.

The customer is responsible for providing the correct date, time, flight number, pickup point, destination, passenger information and contact details.

If incorrect information prevents the driver from performing the service, the booking may be considered a no-show and will not be refunded.

If the customer contacts the driver in time and the driver is able to adapt the journey, the service may still be performed subject to availability and an additional charge.

Any additional charge must be accepted before the modified service is carried out where reasonably possible.

If the driver cannot accommodate the change, the booking will be considered a no-show.

If the assigned driver or transport provider cannot perform the confirmed service, Benal Transfer will first attempt to arrange another suitable driver or vehicle.

If Benal Transfer cannot provide a suitable alternative, the customer will receive a 100% refund of the amount paid for the affected transfer.

Drivers are entitled to refuse to start or to discontinue a journey when they reasonably consider that there is an unsafe environment, including aggression, threats, harassment or other behaviour that may place the driver, passengers, vehicle or other persons at risk.

Under Benal Transfer's current policy, where the service is refused or discontinued for the reasons described in this section, the amount paid for the unperformed transport service will be refunded.

A refund under this section does not prevent unlawful conduct from being reported to the relevant authorities or any legally available claim being made in relation to damage caused.

Unless the booking confirmation states otherwise, the meeting point for pickups at Málaga-Costa del Sol Airport is the La Manon café in the public arrivals hall.

The customer should keep their phone available after landing and contact Benal Transfer if they are unable to find the driver.

Customers should contact Benal Transfer as soon as possible if there is a problem that may affect the pickup.

WhatsApp: +34 607 156 191.

Email: info@benaltransfer.com.

Contacting Benal Transfer does not automatically extend the included waiting period. Any alternative arrangement remains subject to the driver's availability.

Nothing in these Terms is intended to exclude or limit rights that cannot legally be waived by a consumer.

If any provision of these Terms conflicts with mandatory consumer or transport legislation, the mandatory legislation will prevail.

These Terms and the operation of Benal Transfer are governed by Spanish law, without prejudice to any mandatory rights or jurisdiction rules applicable to consumers residing in other countries.

Any dispute will be submitted to the courts, authorities or dispute-resolution bodies determined by the mandatory legislation applicable in each case.

Benal Transfer may update these Terms to reflect changes in the service, prices, business model, booking process or applicable legislation.

The version applicable to a booking is the version presented to the customer when that booking is confirmed, subject to mandatory law.