GENERAL TERMS & CONDITIONS OF CONTRACTING
The program description refers to the document or webpage containing the details of the package trip that constitutes the object of the Package Travel Contract.
The user or client refers to any natural or legal person who purchases or commits to purchase the package trip.
The information about the program or offer published online is binding for the organizer and the retailer. Booking any of the trips included in this website implies full acceptance of these General Conditions, which are automatically incorporated into the contract without requiring written transcription.
1. Legal Framework Applicable to the Package Travel Contract and Acceptance of General Conditions
Applicable Legislation
These General Conditions are subject to the provisions of:
The revised text of the General Law for the Defense of Consumers and Users and other complementary laws (Royal Legislative Decree 1/2007 of November 16),
As amended by Royal Decree-Law 23/2018 of December 21,
Law 7/1998 of April 13 on General Contracting Conditions,
Decree 13/2011 of February 25, establishing general provisions to facilitate freedom of establishment and the provision of tourism services,
And Decree 6/2013 of February 8, on simplifying administrative procedures.
These General Conditions shall be signed by the contracting parties as evidence of their knowledge and acceptance, and shall apply to all travel contracts whose object is the programs or offers contained on the website or in the official documentation provided to the client, along with any particular conditions agreed upon or documented at the time of signing. They shall also apply to services defined in Article 151.1.a) of the aforementioned Royal Legislative Decree 1/2007.
2. Organization
The package travel organization is carried out by Koa Experience, S.L., with Tax ID (NIF): B93677854 and registered office at C/ Jacinto Benavente, nº 11, 5-4, 29601 Marbella, Málaga (Spain).
3. Price
The price of the package trip includes:
Transportation and accommodation (when specified in the contracted program), with the meal plan indicated in the contract or documentation provided to the consumer.
Applicable taxes (such as VAT in Spain, IGIC in the Canary Islands, or other destination taxes, unless stated otherwise).
Technical assistance during the trip when expressly included.
All other services and supplements specified in the program or the contract, as well as administrative costs.
Prices are calculated based on the current season and may be revised at the time of issuance according to applicable taxes or surcharges. Price increases within 20 days prior to departure are invalid.
Exclusions – The Price Does Not Include
Visas, airport or entry/exit taxes, vaccination certificates, “extras” (e.g., drinks, laundry, special diets), hotel optional services, and any service not explicitly listed under “The Price Includes.”
Tips for guides, porters, or other staff are not included unless a pre-paid tipping option has been selected.
4. Payment, Bookings, and Refunds
When booking, the organizer requires a deposit of 25% of the total trip price, issuing a receipt specifying the advance and the trip requested.
From that moment, the contract becomes binding for both parties. If a service cannot be confirmed, the organizer will propose an alternative; if rejected, the deposit will be refunded in full (25% of the total) with no penalty.
Full payment for air services must be made before ticket issuance.
The remaining balance must be paid upon receipt of travel documents, at least 30 days before departure (except where providers specify otherwise in writing).
Failure to make full payment under these terms implies the consumer’s withdrawal, forfeiting the initial deposit.
5. Withdrawal by the Consumer (Article 160 of Royal Decree 1/2007)
The consumer may withdraw from the contract at any time prior to the start of the trip, subject to payment of the applicable cancellation fees as set out in KOA EXPERIENCE S.L.’s Standard Cancellation Policy, available online.
For individual services, the consumer must compensate the organizer for all administrative expenses and any non-recoverable costs incurred.
For package trips, cancellation fees will be applied according to the time of withdrawal prior to departure, as detailed in the aforementioned policy.
In cases of force majeure or exceptional circumstances, the provisions and compensations described in KOA’s Standard Cancellation Policy shall apply.
6. Modifications and Contract Termination by the Organizer (Article 159 of Royal Decree 1/2007)
If the organizer cancels the trip or the consumer opts to terminate the contract for reasons not attributable to the consumer, the consumer has the right to:
A full refund of all payments made,
Or another trip of equal or higher quality (if available).
If the offered trip is of lower quality, the price difference will be refunded.
The consumer may demand a refund from the company they paid, within the timeframes set by law (Article 76).
Indemnity
If cancellation occurs:
Between 2 months and 15 days before departure → 5% compensation,
Between 15 and 3 days → 10%,
Within 48 hours → 25%.
No compensation applies when:
a) Cancellation is due to insufficient participants (notified at least 10 days before).
b) Cancellation is caused by force majeure—extraordinary, unforeseeable, and unavoidable circumstances.
7. Liability
The organizer and retailer are responsible for proper execution of the contract regardless of whether services are performed by third parties, without prejudice to their right to act against said providers.
Responsibility ceases when:
The faults are attributable to the consumer.
The faults are due to a third party unrelated to the contracted services and are unforeseeable or unavoidable.
The defects arise from circumstances beyond the control of the organizer or retailer despite due diligence.
Compensation limits will follow applicable International Conventions.
8.Other Responsibilities
If flight delays, cancellations, or overbooking result in overnight stays or extended waiting periods, associated accommodation and transportation costs shall primarily be borne by the airline, in accordance with EU Regulation 261/2004.
Participants are informed that KOA’s travel insurance policies (basic and optional) may provide additional coverage or reimbursement for reasonable expenses not covered by the airline, subject to the terms and limits specified in each policy. Participants are advised to review the corresponding insurance certificate for detailed conditions and claim procedures.
The user has been informed about:
• Local weather, infrastructure differences, and local service limitations.
• The requirement of written confirmation of the final itinerary before payment.
• The possibility of hotel changes on-site, provided they are of equal or superior category.
9. Package Travel Service Scope
Flights
Check-in must occur at least:
3 hours before for international flights
2 hours before for domestic flights.
Users must comply with airline baggage regulations.
Hotels
Check-in/out times depend on each establishment. Accommodation service implies availability for the contracted nights, even if arrival is delayed.
Children’s Special Conditions
Due to variable conditions depending on age and provider, special rates will be detailed in the contract or travel documentation.
10. Passports, Visas, and Documentation
All travelers (including minors) must carry valid identification (passport or ID). The user is responsible for obtaining required visas, vaccinations, etc.
KOA EXPERIENCE S.L. declines responsibility if the traveler is denied entry for personal or documentation reasons; withdrawal penalties apply in such cases.
11. Additional Information
Upon contract signing, the organizer shall inform the consumer about:
Required documentation
Optional travel insurance (cancellation, medical, or repatriation coverage),
Health risks and formalities associated with the destination.
While the agency provides official information, the traveler alone is responsible for obtaining documentation and fulfilling health measures. If the agency processes visas, related costs are separate from the trip price.
12. Validity
The program’s validity depends on the travel season.
13. Required Documentation and Health Requirements
Due to constant changes in international regulations, travelers should verify entry and health documentation requirements with the Spanish Ministry of Foreign Affairs: https://www.exteriores.gob.es/
14. Airfares and Taxes
Airfares may vary due to factors beyond the agency’s control. Flight schedules are subject to change until ticket issuance.
Airport taxes depend on destination, date, and route, and are known only at ticket issuance.
Fuel surcharges and local airport exit taxes are not included and are payable by the traveler.
15. Accommodation
Hotels may impose minimum stays or higher rates during events or holidays. Supplements will be communicated.
Meal plans (room only, B&B, half board, full board) are specified in the contract. Missed meals due to schedule changes are non-refundable. Only water is included with meals; all other drinks must be paid separately.
Single travelers may incur additional costs if single rooms are unavailable.
Hotel classifications vary by country and may not match Spanish standards. All details (category, supplements, options) are clearly stated in the travel documents.
Check-in: 1–3 p.m. | Check-out: 11 a.m.–1 p.m., unless otherwise specified.
16. Transfers
All selected programs include transfers upon arrival using the transport specified in the program, except when the “Land only” option has been selected.
17. Cancellation Fees
In case of cancellation, consult the agency for applicable fees according to notice period.