Terms and Conditions / General Service Conditions
These General Conditions will apply to all bookings of passenger transfer services provided under the trade name Ibizabus Jestam, hereinafter “the company.” We recommend reading them carefully before making any reservation. If you have any questions or need assistance, you can contact us by phone or via email at info@ibizabusjestam.com.
Booking Confirmation and Payment
Booking confirmation will be formalised in writing via email or WhatsApp and must be accepted by the customer, ensuring a documented record of all agreed details.
As a general rule, the total amount of the booking must be paid at least 24 hours before the start of the service. First payment may be made in full (100%) or partially. If payment is not received within the specified period, we reserve the right to cancel the booking and not provide the contracted service.
The available payment methods will be indicated to the customer at the time of making the reservation or booking the service.
The company shall not be held responsible for delays, changes or cancellations resulting from incorrect, incomplete or outdated information provided by the customer (timetables, addresses, flight numbers, luggage amount, etc.). Any operational or financial consequences derived from such errors will be borne by the customer.
Rates and Zones
Rates are calculated based on the distance between the pick-up and drop-off points, as well as other factors such as road type or access difficulty. To ensure clear organisation and full transparency, we have established four differentiated tariff zones:
Zone 1: Ibiza Town – Airport – Port of Ibiza – Playa d’en Bossa – Talamanca – Can Furnet – Cap Martinet – San Rafael (town) – Cala Jondal – Jesús – San Jordi – Puig d’en Valls
Zone 2: San José (town) – San Antonio – Cala de Bou – Santa Eulalia – Siesta – Cala Llonga – Es Xarcú – Es Porroig – Santa Gertrudis – Es Cubells – Ses Boques – Cala Gració – Cala Salada – San Agustí – Roca Lisa
Zone 3: Cala Bassa – Cala Comte – Cala Tarida – Cala Vedella – Cala d’Hort – Es Canar – San Miguel (town) – Santa Agnes – San Carlos – Cala Carbó – San Mateo – Cala Molí
Zone 4: Port of San Miguel – Playa es Figueral – Cala San Vicente – Portinatx – San Juan – San Lorenzo – Benirràs – Cala Xarraca
The applicable rate will always be that of the highest-cost zone between the origin and destination. In most services, the vehicle will depart from Zone 1, near Ibiza Airport, where our operations base is located.
You may request our rates with no commitment via phone, WhatsApp or email. If you have any questions regarding zones or pricing, we will be happy to provide all necessary information.
Customers must provide as much detail as possible regarding the pick-up and drop-off locations to avoid misunderstandings and allow us to provide an accurate quotation.
Airport Services and Luggage
To guarantee an efficient service, customers must provide their flight number and luggage details (number of bags and dimensions) before confirming the booking. This information allows the driver to plan ahead and ensure that the vehicle has adequate space.
Additional or undeclared luggage: If the actual luggage exceeds what was declared, the service may be cancelled if there is insufficient space. Alternatively, additional charges may apply to cover the excess.
Night Services
Night services must be confirmed and paid in advance whenever possible to ensure proper planning and respect the drivers’ rest periods. Night services are considered those taking place between 01:00h and 07:00h.
During these hours, priority will be given to customers who have booked in advance. Customer service channels may have limited availability, meaning we may not be able to manage new real-time bookings. Temporary unavailability of these channels shall not imply any liability for the company.
Booking Changes
Although we aim to be flexible, we cannot always guarantee changes made on short notice, especially those requested less than 24 hours in advance. In case of schedule or route changes, the driver may or may not offer a solution depending on availability, and additional fees may apply.
If the actual number of passengers exceeds the number indicated in the booking, the driver may refuse the service or apply the corresponding supplement, depending on vehicle capacity and availability.
Courtesy Time and Punctuality
A maximum waiting time of 15 minutes applies to all services. Drivers are not required to wait for customers or companions who do not arrive at the agreed time. During this courtesy period, the driver or the company will attempt to contact the passengers.
If after 15 minutes no passengers are present, the driver may leave. In such cases, the customer will not be entitled to a refund, and no responsibility shall fall on the company or the driver.
Any extension of waiting time or service duration will carry an additional charge and is subject to driver availability.
Cancellation Policy
Cancellations must be communicated as early as possible. Customers may cancel free of charge up to 48 hours before the start of the first scheduled service, receiving a full refund.
Cancellations made less than 48 hours in advance will not be eligible for a refund. If the booking includes multiple services for the same group, they will be treated as a single booking, and cancellation must be notified at least 48 hours before the first scheduled service.
Only in exceptional and duly justified cases—such as force majeure or serious incidents—may the company, at its sole discretion, consider a total or partial refund for cancellations made with less than 48 hours’ notice.
Conduct Rules During the Service
The driver is responsible for onboard safety and reserves the right of admission. Access may be denied to any person whose behaviour is inappropriate or dangerous. In such cases, the service will be cancelled without liability for the company.
Passengers must remain seated at all times and must use the seatbelt. Responsible use of the vehicle and its equipment is required. It is prohibited to hit windows, roof, seats or any part of the vehicle. Smoking, consuming alcohol or carrying dangerous items is not permitted. Eating inside the vehicle is generally not allowed.
Distracting the driver while driving is strictly prohibited.
The number of passengers must never exceed the authorised seating capacity.
The customer and passengers are responsible for any damage caused to the vehicle due to misuse or inappropriate behaviour.
Access may be denied to passengers under the influence of alcohol or drugs if safety is compromised.
The company is not responsible for loss or damage of personal belongings or luggage.
Items may not be left inside the vehicle after the service ends, except when the vehicle has been hired by the hour for the same group. Even in such cases, the company assumes no responsibility for loss, theft or damage.
Aboard bins should be used, and cleanliness maintained. The company may apply a surcharge for excessive dirt or damage caused during the service.
It is forbidden to board or disembark the vehicle while it is in motion.
Flight Delay Policy
For airport pick-ups, a maximum waiting time of 1 hour from the flight’s arrival is included. This allowance covers usual delays in disembarking or baggage claim.
If due to luggage incidents, additional controls or other reasons the passenger expects to exceed this time, the customer must notify us as soon as possible. If no communication is received and the 1-hour limit is exceeded, the driver may end the service, which will be considered completed with no right to refund.
In cases of long flight delays, major changes in departure time or airline rescheduling, the company will do its best to offer support and reorganise the pick-up. However, an exact pick-up time cannot be guaranteed, as such delays may affect scheduling and drivers’ rest times. Pick-up will be carried out as soon as a driver becomes available, and the customer will be kept informed.
Access and Pick-Up Conditions
A minibus requires ample and safe space to manoeuvre. Therefore, the pick-up point must be accessible and suitable for the vehicle to stop. Some holiday homes and locations in Ibiza may be difficult to find, have poor mobile coverage or have restricted access for large vehicles.
To avoid issues, we recommend providing all possible information when booking: exact location, access details, photos and any additional instructions, preferably sent via WhatsApp in advance.
If access poses a risk to the vehicle, the driver or passengers, the driver may cancel the service without liability for the company or driver.
Additional Charges
Any change of route or additional stop during the journey will incur an extra charge. Such modifications cannot be guaranteed, as transfer services are scheduled in advance and depend on availability and timing.
Child Seats and Minor Safety
Child seats are available upon request. This requirement must be communicated before making the booking to confirm availability.
Each child must occupy an individual seat, with or without a child seat. You may bring your own child seats; The proper installation and the safety of the child during the service will be the exclusive responsibility of the parents or guardians, not the driver.
Service Times and Possible Delays
The company cannot guarantee the exact completion time of the service, as external factors—traffic, road incidents, breakdowns or accidents—may affect the estimated time. The driver will make every effort to comply with the schedule, but delays beyond their control imply no liability.
Force Majeure
The company will not be liable for delays, cancellations or changes caused by force majeure events such as severe weather, road closures, strikes, health emergencies or governmental decisions.
In the event of an unexpected breakdown, driver illness or another operational incident preventing service provision under agreed terms, the company will attempt to offer an alternative solution. If this is not possible, liability will be limited to a refund of the amount paid for that service.
Lost Property
Any object found in the vehicle will be kept for a maximum of 10 calendar days. After this period, the company will not be required to store or return the item.
The company assumes no responsibility for locating, preserving or returning lost items. Customers retain full responsibility for retrieving their belongings. When possible, the company will assist with returns, and if driver availability and logistics permit, items may be delivered, potentially with an additional transportation fee.
Liability Limits
The company’s liability is limited to the terms established by applicable law and the mandatory insurance coverage required to operate the service. Any additional liability outside these coverages or legal obligations will not exceed the total amount paid by the customer for the service concerned.
Personal Data and Privacy
The personal data provided by the customer will be used solely for the management of the booking and proper delivery of the contracted service, in accordance with applicable data-protection regulations. The company will not disclose data to third parties, except when legally required or strictly necessary for service execution (e.g., providing drivers with essential service information).
Customers may exercise their rights of access, rectification, erasure, objection, limitation of processing and data portability at any time by contacting us at info@ibizabusjestam.com.
Data will be retained only for the necessary period to manage the service and comply with applicable legal obligations.