GENERAL CONDITIONS
General conditions of the sale of tourist services
These tourist services are not provided by the Catalan Tourism Board, but by the company organising the experience, which appears in each offer. These companies are responsible for the correct provision of the service.
These general conditions regulate the sale of tourist services marketed through this platform, except for package holidays, which have their own general sales conditions corresponding to the travel agencies where they are sold.
The Catalan Tourism Board, the contact data for which is given below, offers these tourist products and services to users in order to promote and encourage tourism in Catalonia.
Catalan Tourism Board
S-0800470-G
Paseo de Gràcia, 105, 3.ª planta 08008-Barcelona
Telephone: (0034) 93 4849900
Contact email: comercial.act@gencat.cat
Opening hours: Monday to Friday, 09:00 to 17:00
Sales are understood to take place on each vendor’s company premises, and the act of purchasing through this site implies acceptance of the general and specific conditions. The language of the contract is website language at the time of entering into the contract.
You can change your profile information whenever you wish.
1. Purchase process:
The contract process consists of several steps:
One: To enter into the contract you must first be registered.
Two: When you have a username and password, you may choose services.
Three: Within a maximum of 24 hours, the platform sends an email to the user, confirming the contract. The email assigns a reference code to the purchase and lists the characteristics of the service.
Four: The tourist agency will archive the electronic documents formalising the contract between the user and the service provider.
2. Payment system:
The purchases made on this website, using credit cards or transfers from any Spanish or international financial entity in which the identity of the cardholder is authenticated, are managed by the different banking entities. In general, all payments must be made in euros, regardless of the payment system and country of origin of the purchase.
An invoice will be issued by the service provider after the sale if you require one
3. Claims and returns:
Consumers in the European Union have the legal right to cancel the contract within 14 days.
This right may be exercised via this form:
Waiver form (this form should only be filled in and presented if you wish to withdraw from the contract)
– For the attention of the Tourism Department. Generalitat de Catalunya (Autonomous Government of Catalonia) Catalan Tourist Board. S-0800470-G Passeig de Gràcia, 105, 3r planta, E-08008-Barcelona. Telephone: (0034) 934 849 900
Contact e-mail address: comercial.act@gencat.cat
……………..dated………………..of……………………
Mr/Ms………………………………with ID no…………………………….. Mr/Ms………………………………with ID no…………………………….. Mr/Ms………………………………with ID no…………………………….. Mr/Ms………………………………with ID no……………………………..
– I/we confirm that we hereby withdraw from the contract ……………….
Signed:
For logistics and service provision reasons, the contract cannot be cancelled less than 20 days before the service is due.
The user will not have the right to cancel in the cases set forth by the regulations, and particularly in the following cases: (i) accommodation, transport, meals or leisure services (for example, shows, games, ceremonies, concerts and plays, among others), when they are for a given date or period; (ii) clearly personalised products, or which due to their nature cannot be returned or which can deteriorate or expire quickly; (iii) sound or video recordings, records and computer programmes which have been unwrapped, as well as computer files delivered online which can be downloaded or reproduced immediately for permanent use; (iv) daily newspapers, periodicals and magazines. Cancellation will mean the amount paid is reimbursed.
4. Customer services
For any incident or claim the best method is for the user to send an email to the address given in the contact.
As a consumer, you can ask for claims forms at the service provider’s business premises or download them at http://www.consum.cat/doc/doc_62342195_2.pdf
5. Applicable law and jurisdiction
Any dispute regarding the interpretation or execution which may arise between you and the service provider regarding the validity, interpretation, fulfilment or termination of this contract will be subject to the courts of the City of Barcelona, if the purchaser is a company.
In the case of a consumer, the service provider will submit to the consumer’s home jurisdiction.
This document is archived in our computer system as accreditation of the purchase process and may easily be downloaded from the website whenever you wish.
6. Resolution of conflicts
The Catalan Tourist Board has an active policy for the resolution of conflicts which places its service at the disposal of the customer.
We hereby inform that, in accordance with Art. 14.1 of EU Regulation 524-2013, the European Commission has provided an online platform for the resolution of disputes which can be accessed via the following link: http://ec.europa.eu/consumers/odr. Nevertheless, the Catalan Tourist Board will decide for each case whether or not to apply this system, since it considers that conflicts can and should be resolved outside this sphere, and therefore recommend that our own customer service system be used before a complaint is made.