Terms and Conditions – Solhop Airport Transfers

Key Terms (Quick Summary)

• Payment Flexibility: Pay your driver directly on arrival in cash or card (available on most routes depending on location) or prepay securely online via Revolut with bank-grade encryption. All quoted prices include standard highway tolls, fuel, and standard airport parking.
• Flexible Cancellations: Receive a 100% refund on prepaid bookings when canceling more than 24 hours prior to pickup for standard vehicles (up to 7 seats), and 48 hours for minibuses/coaches (8+ seats).
• Waiting Times & Grace Periods: Includes 60 minutes of free wait time at airports, 30 minutes at cruise ports/train stations, and 15 minutes at hotels. Fixed extension rates apply thereafter (€10/15 min for cars; €15/15 min for minivans/minibuses).
• Extended Flight Delay Cap & Diversions: Flight tracking covers delays up to 2 hours. Delays exceeding 2 hours are subject to driver availability or cancellation with a full refund. Flight diversions to different airports are not covered as standard transfers.
• Driver Contact Protocol: Prior to your transfer, Solhop provides your driver’s direct mobile contact number via email and SMS. If you cannot locate your driver in the arrivals terminal, you must contact your driver directlybefore leaving the meeting point.
• Pure Intermediary Legal Status: Transfers are fulfilled by fully vetted, licensed local carriers holding comprehensive mandatory passenger liability insurance under Spanish law. All transport liability, accident, or road incident claims reside strictly and exclusively with the executing carrier.
• Vehicle Care & Conduct Policy: Passengers are liable for physical damage, excessive dirt, or soiling caused to the vehicle (€150 standard cleaning fee). Smoking, vaping, alcohol, and hot food are strictly prohibited.

Full Terms and Conditions

1. About Solhop

2. Scope of Service & Vehicle Substitutions

• We provide online booking management for private ground transfers between airports, railway stations, cruise ports, hotels, and private addresses. All transfers are fulfilled by professional, fully licensed, and legally insured third-party transport operators (“Carriers”).
• Vehicle Class Substitution: Solhop reserves the right to substitute the booked vehicle category with an equivalent or higher-category vehicle (for example, dispatching a Minivan instead of a Sedan) at no additional charge to the customer.

3. Booking, Confirmation & Data Accuracy

• Bookings must be completed via our online booking system. A booking is legally confirmed only once you receive a confirmation email containing a valid reference number.
• Customer Data Accuracy: Passengers are solely responsible for ensuring the accuracy of all submitted booking details, including pickup dates, flight numbers, passenger counts, destination addresses, and active contact telephone numbers. Solhop and its Carriers accept no financial liability for missed transfers or driver wait costs resulting from inaccurate or incomplete customer inputs.

4. Payment Terms, Route Eligibility & Currency

• Pay-on-Arrival Eligibility: Cash and card payments made directly to the driver upon arrival are available on most routes depending on the specific location and regional operator policy. Payment availability for your chosen route will be displayed during the booking process and confirmed in your booking voucher.
• Prepaid Bookings: For specific routes or destinations where pay-on-arrival is unavailable, online prepayment is required at the time of booking. Payments are processed securely via Revolut using advanced SSL encryption. Solhop never stores, views, or processes full cardholder data.
• Inclusive Pricing: All quoted prices are in Euros (€) and include applicable taxes (Spanish IVA), standard highway tolls, fuel, and standard airport drop-off/pickup parking fees. Any non-standard toll routes specifically requested by the passenger during transit will be billed separately.
• Currency Disclaimers: Solhop is not responsible for foreign exchange transaction fees, currency conversion variances, or bank charges applied by the customer’s card issuer on payments or refunds.

5. Cancellations & Refunds

• Standard Vehicles (Up to 7 Seats): Free cancellation and 100% refund for prepaid bookings canceled more than 24 hours prior to pickup time. Pay-on-arrival bookings incur no fee.
• Minibuses & Large Vehicles (8+ Seats): Free cancellation and 100% refund for prepaid bookings canceled more than 48 hours prior to pickup time. Cancellations within 48 hours are non-refundable.
• Late Cancellations (< 24 Hours for Standard): Cancellations submitted within 24 hours of scheduled pickup are non-refundable.
• Refund Processing: Approved refunds are returned to the original payment method within 7–10 business days.
• Operational Cancellations: If Solhop or its Carrier cannot fulfill a confirmed service due to unforeseen operational constraints, we will issue a complete refund. Our financial liability is strictly limited to the value of the booked transfer.

6. Reservation Amendments & Extra Stops

• Requests to modify dates, pickup times, routes, or passenger numbers must be submitted as early as possible and remain subject to driver availability and fare adjustments.
• Transfers cover direct, point-to-point transit. Unscheduled intermediate stops (e.g., picking up villa keys or dropping passengers at secondary locations) must be booked in advance and are subject to an additional fee.

7. Flight Tracking, Waiting Times, Delays & Driver Contact Protocol

• Real-Time Flight Tracking: We monitor incoming flights using the arrival details supplied at booking.
• Complimentary Airport Wait Time: Every airport pickup includes 60 minutes of free waiting time, calculated from your flight's actual touchdown time.
• Ports, Stations & Hotel Wait Times: Pickups originating from cruise ports or railway stations include 30 minutes of complimentary waiting time from the actual arrival/docking time. Pickups from hotels and private addresses include 15 minutes of free waiting time from the scheduled time. Standard waiting rates apply thereafter.
• Extended Waiting Rates: If you are delayed beyond the complimentary period, you must notify your assigned driver immediately. Subject to driver availability, extended waiting time is billed as follows:
   
  • Standard Cars (Sedan / Estate): €10 per additional 15-minute block (or fraction thereof).
  • Minivans & Minibuses: €15 per additional 15-minute block (or fraction thereof).
• Extreme Flight Delays (2-Hour Cap): If a flight delay exceeds 2 hours from the original scheduled arrival time, Solhop and its Carriers will make every reasonable effort to reschedule your pickup based on vehicle availability. If no driver can be reassigned due to scheduling constraints, Solhop reserves the right to cancel the transfer and issue a full refund for prepaid bookings.
• Flight Diversions: If your flight is diverted to a different airport, your driver will be unable to fulfill the pickup at the alternative location. The booking will be canceled, and passengers must seek reimbursement for alternative transport from their airline or travel insurance provider.
• Driver Contact Details & Unannounced Departure: Solhop will send you your designated driver’s direct mobile phone number via email and/or SMS prior to your transfer. If you cannot locate your driver in the terminal or designated meeting area, you must call or message your driver directly using the contact details provided before leaving the meeting point. Leaving the airport or making alternative transport arrangements without attempting to contact your assigned driver will be classified as an unannounced abandoned transfer, making the booking ineligible for any refund or expense coverage.

8. Legal Status, Intermediary Role & Complete Exclusion of Transport Liability

• Pure Agency Intermediary Status: Solhop S.L. operates strictly and exclusively as a travel agency booking intermediary (agencia mediadora de viajes). Solhop does not own, lease, or operate vehicles, nor does it employ drivers. By completing a booking, the customer explicitly acknowledges and agrees that the legal transport contract is established solely and directly between the customer and the independent third-party transport provider ("Carrier") executing the transfer.
• Mandatory Carrier Insurance & Direct Claims: Every subcontracted Carrier is strictly vetted and legally required under Spanish transport legislation (VTC/Taxi regulations) to maintain active transport licenses and mandatory Unlimited Passenger Liability Insurance (Seguro de Responsabilidad Civil y Obligatorio de Viajeros). In the event of a traffic collision, vehicle accident, personal injury, illness, death, theft, or property damage occurring before, during, or after the transfer, all civil, financial, and legal claims must be directed exclusively against the executing Carrier and/or their insurance policy.
• Complete Release of Liability: Solhop, its directors, employees, and brand shall have zero direct, joint, secondary, or vicarious liability (responsabilidad subsidiaria o solidaria) for any physical, emotional, or financial harm arising from road incidents, driver negligence, mechanical failures, or third-party actions during transit. By booking, the customer formally releases and holds harmless Solhop S.L. from any legal action or financial demand related to the execution of the transport service.
• Exclusion of Secondary & Consequential Losses: Neither Solhop nor the Carrier shall be held liable for indirect, consequential, or secondary losses—including missed flights, secondary transit costs, lost hotel nights, or lost business opportunities—arising from traffic congestion, road blockades, accidents, severe weather, or operational delays. Solhop’s maximum direct liability for any administrative booking error is strictly capped at a full refund of the transfer booking fee.
• Force Majeure: Neither Solhop nor the Carrier accepts liability for non-performance or delay resulting from events beyond reasonable control, including natural disasters, extreme weather, road closures, strikes, civil unrest, or official police/government restrictions.

9. Passenger Conduct & On-Board Policies

• On-Board Prohibitions: Smoking, vaping, the consumption of alcohol, and the consumption of hot food are strictly prohibited inside all vehicles.
• Passenger Behavior: Passengers are expected to behave responsibly throughout the journey. Drivers reserve the right to refuse carriage or terminate a transfer without refund for any passenger exhibiting dangerous, abusive, or excessively intoxicated behavior.
• Unaccompanied Minors: Passengers under 16 years of age must be accompanied by an adult (18+). Drivers reserve the right to decline service if proof of age cannot be provided upon request.
• Lost Property: Passengers must check the vehicle before departing; Solhop and its Carriers assume no liability for personal items left behind.

10. Luggage Capacity, Mobility Equipment & Pet Policy

• Standard Allowance: Allowance includes one standard suitcase and one hand luggage item per passenger.
• Excess & Undeclared Luggage Capacity: Excess luggage or sports equipment (e.g., golf bags, skis, bicycles) must be declared during booking. If undeclared luggage physically exceeds the legal or safe boot capacity of the dispatched vehicle, the customer will be required to pay for an additional vehicle (if available) to transport the excess luggage.
• Wheelchairs & Mobility Aids: Standard folding wheelchairs are accepted at no extra charge if declared during booking and compatible with standard boot capacity. Electric wheelchairs and heavy mobility scooters cannot be accommodated in standard vehicles and require specialized vehicle arrangements.
• Pets: Pets are permitted only if secured inside an IATA-approved transport carrier and declared prior to booking. Certified assistance dogs are accepted free of charge.

11. Child Safety Seats

• Child safety seats and booster seats are supplied free of charge upon request during booking.
• Fitting Responsibility: In accordance with Spanish transport safety regulations, parents or legal guardians hold sole responsibility for properly installing child safety seats and securing children within the vehicle. Drivers are not legally permitted to fit child seats.

12. Vehicle Damage, Soiling & Penalty Fees

• Liability for Damage: The lead passenger making the booking assumes full financial responsibility for any physical damage caused to the interior or exterior of the vehicle by themselves or any member of their party.
• Soiling / Valeting Charges: If the vehicle requires specialist deep cleaning or professional valeting due to passenger negligence, illness, spillage, or misconduct, a standard soiling penalty fee of €150 (or the actual cost of professional cleaning if higher) will be charged.
• Physical Damage & Out-of-Service Losses: In the event of physical damage requiring repair, the customer will be billed for full repair costs, along with a daily compensation rate for lost operational revenue while the vehicle is out of service.

13. Claims, Dispute Resolution & Governing Law

• Mandatory Pre-Dispute Notice: In the event of a payment or service dispute, customers agree to submit their claim directly to Solhop customer support in writing within 7 days of the completed transfer prior to initiating any chargeback or dispute with their credit card provider or bank.
• Governing Law: These Terms and Conditions are governed exclusively by Spanish law. Any legal proceedings shall fall under the jurisdiction of the competent courts of Málaga, Spain.