Cancellation terms

Booking terms

Method of payment and bookings

• A booking will be deemed effective once 35% of the quotation has been paid. To make the booking effective, the company offers the customer the option of paying the 35% by bank transfer or by credit card.
• Method of payment: the remaining 65%, on the day of arrival in cash or by card, or by bank transfer 4 days before arrival at the accommodation.
• Payment is to be made into account no. ES09 3190 0033 77 0230757924 (GLOBALCAJA), with account holder TEVATOVA, S.L. (the company behind HOTEL SPA MIRADOR). Reference: PARTICIPANT’S NAME / TELEPHONE / DATE OF THE ACTIVITY.

It is essential to send proof of the booking to info@hmj.es and to bring it on the day of arrival together with the booking document sent by HOTEL SPA MIRADOR. If this clause is not complied with, the company accepts no responsibility for any irregularities that may arise with the booking and will under no circumstances issue refunds on that ground.

Cancellation charges

In compliance with Spanish Law 21/1995 and the Castilla-La Mancha Decree, we inform you that you may cancel your booking, but in the event of CANCELLATION we may apply the following charges and penalties:

• Once the 35% has been received, our production department starts work to finalise all the arrangements.
• Once the booking has been made (35% of the total), cancellations will not be accepted; should one occur, the booking amount will be forfeited as processing and administration costs.
• Accordingly, if the customer decides to cancel the contracted service, from the moment of booking up to fifteen days in advance, 35% of the total booked will be charged.
• If that cancellation occurs 3 days or less in advance, 100% of the total quoted will be charged.
• If the cancellation occurs for reasons beyond the control of HOTEL SPA MIRADOR, no refunds will be allowed. An alternative date will be offered to the affected participant at the company’s discretion.
• Gift vouchers are valid for one year. Once a voucher has been purchased it may not be cancelled. Once the year of validity has elapsed it will be void, with no possibility of extending that period.
• On special dates such as New Year’s Eve or Easter, cancellation charges with less than 15 days’ notice will be 100%. Once the booking has been made (35% of the total), cancellations will not be accepted on those dates, the minimum penalty being 35% of the total booked.
• For packages such as the Multi-adventure Week, the Family Multi-adventure Week and the Superweek, HOTEL SPA MIRADOR reserves the right to cancel the booking up to 7 days before the arrival date if the minimum group size for it to run properly is not reached, refunding the full booking amount after notice by telephone or in writing by email or WhatsApp.
• Our offices are open for customer service and group reception Monday to Thursday from 9:00 to 21:00, Friday from 9:00 to 21:30, and Saturday and Sunday from 9:00 to 19:00. If a group does not arrive within reception hours, it must give sufficient notice of the delay and, if reception hours have to be extended, it must pay a €50 supplement.
• In the event of a booking cancellation, HOTEL SPA MIRADOR will apply the legislation in force depending on each case.

Booking conditions

1. The customer responsible for the group is responsible for ensuring that all participants are aware of the service (timetables, location, level of difficulty, physical condition, cancellation charges and general terms of the service...) as set out in writing in the information sheet provided, with no possibility of refund or reimbursement on the day itself.
2. On paying for the booking, the responsible customer undertakes to pay the total according to the minimum number of participants confirmed at that time. Failing that, HOTEL SPA MIRADOR reserves the possibility of negotiating a re-quotation of the activity contracted according to its logistics and characteristics. The departures included in the calendar with promotional prices are departures with limited places, allocated in strict order of payment.
3. Timetables: from the moment they contract the services, the customer knows and accepts the obligation to comply scrupulously with the following times: the meeting time, which indicates the moment at which participants must meet in order to pre-organise the group, with a period of grace allowing the whole group to arrive; and the start time, which indicates the moment at which HOTEL SPA MIRADOR technicians begin the service. The meeting time will always be 30 minutes before the start time. If any of the participants or the whole group is 20 minutes late for the start time, this will be understood as a total delay of 50 minutes and as a no-show, automatically forfeiting all rights to the service, the activity beginning without them if it is a group made up of further participants. Bearing in mind that delays would entail additional costs for equipment, vehicles and technicians’ fees, HOTEL SPA MIRADOR would reserve the right to apply a surcharge should the customer state by telephone that they wish the instructor to wait in order to carry out the activity.
4. HOTEL SPA MIRADOR reserves the right to modify timetables, activity design, location, etc., if natural conditions (rain, landslides...), the operability of materials, or the fact that any participant is intoxicated or under the effects of narcotics, entail direct risks for themselves or the rest of the group. Such situations would oblige the technical manager to rethink the design of the service or, in extreme cases, to cancel the service and/or forfeit all rights to it. Under no circumstances may the customer demand a refund for disagreeing with these technical decisions.
5. The company accepts no responsibility for loss of luggage or damage. Only the strictly necessary equipment indicated for each activity may be brought.
6. The instructors provided free of charge within school programmes must take charge of the children during meals, free time and at night. During the activities, our instructors take charge of them. If the teachers or accompanying adults wish, they may hire 24-hour instructors to take charge of the pupils during the trip.
7. Rain and bad weather are not a real obstacle to carrying out our services. We always have emergency rain ponchos. If the customer decides to cancel the service for weather-related or other reasons, they will be charged 100%. We do not issue refunds for cancellations due to rain or other weather-related reasons. We will offer an alternative Plan B. In the case of kayak activities, rain and westerly winds are indeed obstacles to carrying out the activity, which will be suspended if the technicians consider it appropriate.
8. In the event of a booking cancellation, HOTEL SPA MIRADOR will apply the legislation in force depending on each case.
9. HOTEL SPA MIRADOR reserves the right to modify or extend these contractual terms where the service is provided by an external supplier.
10. The activity does not include travel from the accommodation to the start of the activity; travel must be undertaken in the customers’ own vehicles.
11. Some of the activities set out here are subject to the terms of the administrative management bodies in whose areas they take place (nature parks, reserves...). Should HOTEL SPA MIRADOR be unable to offer one of its activities for reasons related to that area of management, the customer would be offered an alternative activity of a similar nature.
12. HOTEL SPA MIRADOR reserves the right to request a deposit for some of its accommodation, to be returned once it has been inspected and found in the same condition as on arrival. For the deposit, a pre-authorisation will be made on a credit or debit card, blocking the corresponding amount for a few days; if no incident or damage has occurred during the stay, that block will be automatically released after those days. Check-in time at the accommodation is from 17:00 and check-out before 12:00.
13. These contractual terms of service are binding and the customer, from the moment they make payment, acknowledges and accepts them.
14. In accordance with the legislation in force and complying with the rules laid down in Law 15/1999 of 13/12 on the protection of personal data, your personal data is held in a file duly registered with the Spanish Data Protection Agency, owned by TEVATOVA S.L.
15. It is strictly forbidden to disturb neighbours or make noise at night that gives rise to complaints from other people. If a group has to be repeatedly warned and ignores those warnings, HOTEL SPA MIRADOR reserves the right to cancel the contract, being able to vacate the accommodation at that moment and with no right to remuneration.
16. Check-out time at the accommodation is set at 12:00, unless another time has been agreed with the office.
17. In the event of a booking cancellation, HOTEL SPA MIRADOR will apply the legislation in force depending on each case.

Cancellation insurance

Option to take out, for €15 per child, extra insurance in case of cancellation:

1. It guarantees that you can cancel the camp place up to 7 days before the contracted date.
2. It guarantees that you can cancel the camp place up to 1 day before the contracted date for properly documented medical reasons.

Note: each case will have to be studied by the company and approved beforehand.

Legal proceedings

All legal proceedings must be brought before the relevant court in the province of Albacete.

All HOTEL SPA MIRADOR customers accept that they have read the following terms.

HOTEL SPA MIRADOR is a registered trade mark owned by Tevatova, S.L., tax ID B02465250, with address at C/ Rosario 25, Alcalá del Júcar (Albacete), Spain.

• Active Tourism company registration number in Castilla-La Mancha: 02697700027
• Travel agency registration number: GC-001914