ROIG Mobility Terms and Conditions
In this section, we specify the general conditions applicable to bookings with ROIG Mobility (Rent a Car).
Exceptionally, offers, promotions, or web rates may apply that involve certain changes or modifications to the general booking and rate conditions. Therefore, it is important to carefully review the specific terms attached to any offers or promotions the customer wishes to take advantage of, as acceptance of these terms will be confirmed upon signing.
1. PURPOSE OF THE RENTAL AGREEMENT
The customer receives the vehicle described in the rental agreement in perfect working condition, along with all its documentation, tires, tools, and accessories, and agrees to maintain them and drive the vehicle in accordance with the rules of the Highway Code as well as the provisions of these general conditions. Before taking the vehicle, the customer is entitled to have its condition checked in their presence.
2. AGE AND DRIVING LICENSE REQUIREMENTS
3. PAYMENTS
The customer agrees to pay ROIG Mobility
1. The charges for the vehicle rental, insurance, and taxes as determined by the current ROIG Mobility rate, which has been previously communicated to the customer at the time of booking. The application of the initially agreed rate is subject to the vehicle being returned at the agreed location, on the specified date and time, and in the agreed condition. Rates may vary depending on the season and the rental office, so the customer is responsible for verifying the applicable rate prior to booking a vehicle.
2. Any other charges applicable to the customer, in accordance with the contractual and commercial terms offered by ROIG Mobility.
- VISA or MasterCard credit card (excluding prepaid cards).
- Debit card or cash payments are accepted only if the ‘Peace of Mind Pack’ (3 or 8 euros per day depending on the model) has been purchased and the fuel deposit is paid in advance. This condition does not apply to vehicles classified under the ROIG Premium Mobility category, where payment is only permitted by credit card.
- The holder of the bank card used to pay for the rental must be listed in the contract, either as the main driver or as the second driver.
- The payer must ensure that their bank card has sufficient funds at the time of vehicle pick-up to cover the rental charge along with all selected options. In addition, if the all-inclusive insurance has not been purchased, the corresponding excess amount will be blocked on the same card.
- Only one bank card may be used per contract, and it must be issued in the name of the cardholder.
- The payer will be responsible for knowing the PIN of their bank card if paying with a card that includes this technology.
- Regardless of the chosen payment method, a credit card must be presented as a guarantee or, alternatively, the ‘Peace of Mind Pack’ must be purchased along with advance payment of the fuel deposit.
- It should also be noted that, regardless of the payment method, if an all-inclusive insurance policy has not been purchased, the corresponding excess amount will be blocked on the same card.
The cardholder must ensure that the use of their card to comply with these general rental conditions (deposit, charges, etc.) will not cause them any inconvenience or harm.
In this regard, the cardholder agrees to consult their bank about all necessary details before allowing the use of their card by ROIG Mobility, which cannot be held responsible in this respect.
Payment for the vehicle rental and any additional charges will be made in the currency chosen by the Customer. However, the holder of the credit card presented must be listed in the rental agreement either as the main driver or as the second driver.
4. CHARGES FOR IMPROPER USE AND PENALTIES
The customer agrees to pay ROIG Mobility, after the end of the vehicle rental period, any amounts resulting from the following items:
- Charges arising from an additional cleaning service due to the clearly inappropriate condition of the vehicle at the time of its return, with a maximum amount of up to €250.00. The amount will be determined based on an assessment of the vehicle’s cleanliness condition by ROIG Mobility staff. You can refer to ANNEX I for the evaluation criteria of the different cleanliness levels and their corresponding costs.
- Charges incurred due to the loss of the vehicle keys and/or the shipment of a replacement set of keys to the corresponding office in cases of loss, breakage, or any other situation that renders the vehicle inoperative due to reasons attributable to the customer, up to an amount of €250.00.
- The cost of towing the vehicle in the cases provided for in the various clauses of this contract.
- Costs arising from the loss, deterioration, or damage to rims, tires (including punctures and blowouts), tools, windows, mirrors, accessories, the vehicle’s interior, as well as issues caused by refueling with the wrong type of fuel.
- Tolls, fines, penalties, and legal expenses resulting from traffic violations or breaches of laws, regulations, or ordinances (including congestion charges or low-emission zone fees where applicable) incurred by the customer during the term of this Contract, which have been paid by ROIG Mobility.
- In the event of a fine during the rental period, ROIG Mobility is legally obliged to identify the driver. Therefore, ROIG Mobility reserves the right to charge €30 for administrative costs incurred in processing fines and notifying the relevant authorities of such incidents.
- The cost of repairing damages caused to the vehicle in the event of an accident, when any of the following circumstances occur:
– The vehicle was not used in accordance with the established conditions.
– The accident report—whether in the form of a ‘Friendly Accident Report’ or an ‘Incident Report’—was not completed and submitted to ROIG Mobility within 48 hours, or does not reflect the actual facts of the incident.
– The damages resulted from an accident caused by the customer’s failure to properly assess the height of the vehicle. - ROIG Mobility does not allow smoking inside its vehicles. If the vehicle smells of tobacco, a penalty of up to €250.00 will be applied to cover the costs of treatment, special cleaning, and vehicle downtime.
The amounts arising from such items will be charged by ROIG Mobility directly to the customer using the electronic payment system or equivalent method employed at the time of vehicle booking, with the customer expressly authorizing ROIG Mobility to make such charges.
In all cases, ROIG Mobility will immediately inform the customer of the charge made and the reasons for it, providing all available information to the customer.
The amount charged to the customer for damages caused to the vehicle will be calculated based on an assessment carried out by an external appraisal service not affiliated with ROIG Mobility. If such an assessment cannot be conducted in advance, the charge will be based on a preliminary evaluation carried out by qualified ROIG Mobility personnel, according to the price list published in Annex I of these terms and conditions. The customer acknowledges the existence of this price list and agrees to its contents and amounts.
All of the above shall apply without prejudice to a subsequent settlement and adjustment, once a repair estimate has been obtained from a workshop or an appraisal has been carried out by an external assessment service not affiliated with ROIG Mobility.
The amount resulting from this assessment may not exceed the prices indicated in Annex I of these general conditions.
ROIG Mobility also reserves the right to charge the customer compensation for loss of profits due to the immobilization of the vehicle as a result of the damages sustained. This compensation will be calculated based on the number of days required to repair the vehicle, as determined by an external assessor not affiliated with ROIG Mobility. Alternatively, once the repair is completed, one day will be counted for every eight hours of labor performed by the repair shop. The daily rental rate agreed upon in the contract will be used as the basis for this calculation, as the immobilization days are considered equivalent to a failure to return the vehicle within the agreed period.
The customer’s maximum liability shall be the market value of the vehicle, based on the highest price listed in the Ganvam guide in effect at the time of the accident.
Returning the vehicle more than 59 minutes after the agreed end time of the rental contract will result in a charge equivalent to the cost of additional rental days, according to the current general rate.
If the vehicle receives a fine during the validity period of this contract, the customer shall be responsible for the payment of the fine and for any consequences arising from the violation, undertaking to hold the rental company harmless from any liability. Additionally, a €30.00 fee will be charged for the processing of fines.
5. RATES
- VAT, fees, and local taxes.
- The compulsory or basic vehicle insurance covers, through the payment of an excess, damages caused to the vehicle and injuries to its occupants.
The excess amount will be either temporarily blocked on the credit card or provisionally charged to the debit card, and varies depending on the category of the rented vehicle.
If the customer chooses to purchase the optional “All-Inclusive” coverage, the aforementioned excess amount will not be blocked or charged on the payment card. This optional “All-Inclusive” coverage can be selected either at the time of online booking or when the vehicle is handed over.
The maximum amount of additional charges that may be billed to the customer for incidents occurring during proper use of the vehicle will not exceed the applicable excess amount for each vehicle category.
Customers who have purchased the “All-Inclusive” insurance are not required to pay the excess and will not be held liable in the event of an incident, except in cases of unauthorized use of the vehicle as defined in section 12 of the general rental conditions.
Customers who do not wish to purchase this additional coverage must leave a deposit equal to the value of the applicable excess amount, as specified in this article.
- Night service: For vehicle pick-ups and returns carried out during nighttime hours, i.e. between 11:00 p.m. and 7:00 a.m., only the ‘Smart Lock’ rental rate will be available. ROIG Mobility may request your flight number prior to finalizing the contract.
- Basic roadside assistance: This service provides roadside assistance in the event of a breakdown and includes the labor cost of any repairs that can be carried out on-site at the breakdown location during office opening hours (8:00 a.m. to 8:00 p.m.). Under no circumstances does this service include towing and/or taxi costs.
This rate does not include the following items, which shall hereinafter be considered as “Extras”:
- Additional driver: Rental rates include the cost of adding one second driver.
The cost of adding another driver is €8.00 per day per driver, up to a maximum of €80.00 per rental and driver. A maximum of 3 additional drivers can be added per rental contract. - Child seats: The cost of renting a child seat is €8.00 per day per seat, up to a maximum of €80.00 per seat.
- If the customer has booked the “Relax” or “Basic” rate and their flight is delayed, arriving after 10:00 p.m., a night service surcharge of €44 will be applied.
- The customer may purchase the ‘Peace of Mind Pack’ for €5 per day which exempts them from the following charges:
– Fine processing fees
– Costs for lost or broken keys
– Costs for refueling with the wrong type of fuel - Extended roadside assistance service: The customer may purchase our extended roadside assistance service, which includes roadside support in case of a flat tire, towing and/or taxi service costs, and vehicle replacement in the event of a breakdown, which will be arranged at the nearest ROIG Mobility office.
Airport pick-up and return: The surcharge for pick-up and/or return at the Palma de Mallorca Airport parking lot is €25 per service (€50 for both pick-up and return) under the Relax rate, and €15 for service (30€ in total) under the Smart Lock rate. Parking ticket costs at the time of vehicle collection will be borne by the customer, with an approximate maximum cost of €20.
6. RENTAL DURATION, MODIFICATIONS AND CANCELLATIONS
Rental days are calculated in 24-hour periods starting from the exact time the customer takes possession of the vehicle until ROIG Mobility receives the vehicle, its keys, and documentation. A 59-minute grace period is allowed for vehicle returns.
The maximum duration of the rental agreement is 90 days.
If the customer decides to terminate the contract early without providing 24 hours’ notice, the equivalent of one day’s rental fee (including taxes) will be retained. The remaining amount for the unused rental days will be refunded via the same payment method used.
Likewise, if ROIG Mobility decides to terminate the rental early, the customer will be entitled to a full refund of the amounts paid for the unused rental days (including taxes), with no further claims.
Extending the rental contract does not entitle the customer to continue benefiting from any initial offer that has already expired.
If the customer wishes to extend the rental period, the additional or extended days will be charged according to the current general rate.
Under no circumstances may the deposit serve as payment for the extension of the contract.
Therefore, if the rental is extended, the customer must make an additional payment for the extension.
If the contract cannot be extended due to lack of vehicle availability or for any other reason, the customer must return the vehicle on the originally agreed date, time, and at the specified branch.
Cancellation conditions for prepaid bookings made through the ROIG Mobility website:
- Prepaid bookings made through the ROIG Mobility website may be cancelled free of charge up to 24 hours before the start of the rental period.
The full amount paid in advance by the customer will be refunded to the credit or debit card used for payment.
The ROIG Mobility reservation system considers the 24-hour period to expire precisely one minute after the exact 24 hours prior to the scheduled vehicle pick-up time.
If the booking is cancelled within 24 hours before the start of the rental, ROIG Mobility will retain the equivalent of one day’s rental fee as mutually agreed compensation. - If the customer wishes to extend the rental agreement, the additional or extended days will be calculated based on the current general rate (see section 6.2 of the general rental conditions).
- If the customer decides to terminate the contract early without providing 24 hours’ notice, the amount corresponding to one day’s rental (including taxes) will be retained, as stipulated in section 6.1 of the general rental conditions.
The remaining amount for the unused rental days will be refunded using the same payment method originally used. - To obtain a refund of the prepaid amount, the customer must send an email to info@roig.com or call +34 971 65 71 73.
- If a promotion, special rate, or offer includes a no-refund policy in the event of booking modifications or cancellations, the amount paid in advance (including taxes, fees, or other charges) will be retained by ROIG Mobility as mutually agreed compensation, even if the customer does not use the rented vehicle.
7. IMPORTANT INFORMATION FOR VEHICLE PICK-UP
- It is mandatory to present the booking voucher when picking up the vehicle.
- To collect the vehicle, it is necessary to present a valid passport or ID, a valid driving license, and a valid credit or debit card.
If the Peace of Mind Pack has not been purchased, the card presented must be a credit card. - If you rent a GPS device, a deposit of €50.00 will be required, which will be blocked on your credit card as a security hold.
- The rental is not necessarily linked to a specific vehicle (make-model, color, equipment, etc.) but rather to a group of vehicles with similar technical characteristics and capacity.
If no model from the selected group is available, a vehicle from a higher category will be provided. - ROIG Mobility reserves the right to cancel the delivery of the vehicle in the event of well-founded doubts regarding the customer’s financial capacity or due to the customer’s history of non-payment or serious incidents with ROIG Mobility.
- Regardless of the chosen payment method, a credit card must be presented as a guarantee; otherwise, the ‘Peace of Mind Pack’ (an additional €3 or €8 per day depending on the vehicle model) must be purchased, along with advance payment of the fuel deposit.
- It should be noted that, regardless of the chosen payment method, if an all-inclusive insurance policy has not been purchased, the corresponding excess amount will be blocked on the same card.
The customer will be able to view the assigned vehicle and its license plate prior to the start of the rental. Notification will be sent via the messaging platform chosen by ROIG Mobility, such as SMS or email.
24 hours before the start of the rental, the customer will receive a link to locate and unlock the vehicle.
The first unlocking of the vehicle will be carried out via the link provided through the messaging service designated by ROIG Mobility (SMS or any similar service that may replace it in the future).
Between 1 hour and 30 minutes before the rental begins, the customer will be able to view the exact location of the vehicle.
It is essential that the customer has an active internet connection, as it is required to perform the initial unlocking of the vehicle. The keys and, if applicable, any tickets or cards needed during the rental period will be placed in the vehicle’s glove compartment.
In the event of a system failure in the autonomous unlocking process, ROIG Mobility commits to delivering the vehicle and keys to the customer in person at the agreed pick-up point as quickly as possible.
It should be noted that for rentals with vehicle handover at the Palma de Mallorca airport parking lot, in addition to the pick-up service surcharge, the customer will also be responsible for covering the cost of the airport parking exit ticket, which will have an approximate maximum cost of €20.
8. INSURANCE, COVERAGE AND DEPOSITS
Summary of coverage included in each of the web rates:
| Smartlock | Relax | Basic | |
| SBsF (Basic insurance with no excess) | ✔ | ✔ | |
| SRC (Tire and glass insurance) | ✔ | ✔ | |
| SBcF (Basic insurance with excess) | ✔ | ✔ | ✔ |
| Mandatory liability insurance | ✔ | ✔ | ✔ |
These coverages are guaranteed and assumed by the insurer with which ROIG Mobility has the corresponding insurance policy, and are subject to the general and specific terms of the policy and applicable law. By signing the rental agreement, the customer agrees to be insured under the mentioned policy, the terms of which are available for review.
The rental rates also include basic insurance, which covers damages to the vehicle as a result of:
- Collision
- Theft
- Accidental fire or vandalism
The basic insurance includes an excess for such damages, for which the customer is directly responsible (see section 4 of the rental conditions). This excess must be guaranteed (i) by providing the corresponding deposit or (ii) by purchasing additional insurance.
The basic insurance will be valid as long as the following conditions are met:
- The customer, in the event of a collision, must send ROIG Mobility, within forty-eight hours of the incident, the complete details of the other party and any possible witnesses, completing an accident report in the form of a ‘Friendly Accident Report’ (DAR), including the license plate, the name and address of the other party, the circumstances of the collision, a diagram of the accident, the name of the insurance company, and, if possible, the policy number, all signed by both drivers involved in the accident. If this is not available, the ‘Incident Report,’ which will be provided by ROIG Mobility, must be completed.
- That the insurance company does not reject the claim as a result of the vehicle not being driven under the physical and mental conditions required by the Highway Code.
- That the collision, theft, fire, or vandalism did not occur during unauthorized use, as outlined in section 12 of these general terms and conditions.
- That the customer has informed ROIG Mobility of the collision, theft, fire, or vandalism involving the vehicle within forty-eight hours of the incident, providing the relevant documentation (accident report, police report, etc.).
The following are EXPRESSLY EXCLUDED from this coverage:
a) Damages to tires, rims, vehicle interiors, exterior mirrors, windows, and undercarriage.
b) Punctures and blowouts of tires.
c) Damages caused to the clutch and gearbox.
d) The days of vehicle immobilization until its repair.
e) Towing costs.
f) Battery recharging.
Our all-inclusive insurance consists of the following coverages: basic insurance with no excess (SBSF) and tire and glass insurance (SRC).
In the event of a contract extension, the initial deposit amount must be increased based on the number of additional days.
The blocked deposit (credit card) or charged deposit (debit card) will be released or refunded to the customer after the vehicle is returned, and once ROIG Mobility has confirmed the vehicle’s good condition and the proper execution of the contract.
If the deposit is made with a credit card, the maximum blocking period is 30 business days from the rental start date.
The deposit will be partially or fully withheld in the event of a breach of the contract, to cover any penalties or amounts attributable to the customer, unless the customer has purchased the optional additional coverage.
9. VEHICLE RETURN CONDITIONS
The customer will return the rented vehicle in the same condition in which it was delivered, along with all its documents, tires, tools, chargers (in the case of an electric or hybrid vehicle), and accessories, at the location, date, and time specified in the rental agreement.
At the time of return, the customer may request that the vehicle’s condition be checked in their presence.
This in-person inspection is subject to the local office’s public service hours.
The customer may not modify any technical characteristics of the vehicle, its keys, equipment, tools, and/or accessories, nor make any modifications to its exterior and/or interior appearance.
In the event of a breach of this condition, the customer will be responsible for the costs of returning the vehicle to its original state, without prejudice to any damages or losses incurred by ROIG Mobility due to the vehicle’s reconditioning, including the time the vehicle had to remain immobilized, as well as any other costs caused to ROIG Mobility.
In addition, upon the return of the vehicle, an assessment of its condition will be carried out, and it will be classified according to the appropriate cleaning level. Four different levels of cleaning are established based on the degree of dirt: general (1), special (2), severe (3), and very severe (4).
If the vehicle is returned and classified as special cleaning level (2), severe (3), or very severe (4), ROIG Mobility may charge up to €250 to cover the costs of treatment, cleaning, and immobilization of the vehicle.
The different cleaning levels and their costs can be found in ANNEX I of the general rental conditions.
Returning the vehicle on a date and time different from those established in the contract entitles ROIG Mobility to charge the rental amount corresponding to the additional days for the delay in return, as well as a penalty amount for the economic damages caused, which amounts to €30.00 per day of delay.
Returning or abandoning the vehicle at a location other than the one specified in the contract entitles ROIG Mobility to require:
- The rental amount corresponding to the additional days required to recover the vehicle and make it available for rental.
- additionally, a compensation of €30.00 per day will be imposed for the economic damages caused, and
- additionally, the customer will be responsible for the costs of towing/transport, tolls, and storage/custody, if applicable, to the agreed location in the contract for the vehicle return.
ROIG Mobility reserves the right to take legal action as deemed necessary in the event of the vehicle’s disappearance or non-return, before the competent authorities, with the customer bearing full responsibility for any legal and legal consequences that may arise.
The unilateral extension of the contract duration by the customer will also be considered as unauthorized use of the vehicle for the purposes of the customer’s responsibility for any damage the vehicle may incur.
If the return takes place at the airport parking lot, ROIG Mobility will request the customer to provide the exact parking location details: floor and parking spot number.
For the autonomous vehicle return, the customer will need an internet connection to complete the entire return process.
To do this, the vehicle key must be placed in the glove compartment, and during the vehicle closure process, the customer will be asked to send a photo of the key and, if applicable, the parking ticket, via ROIG’s closing process.
The vehicle closure will be carried out through the link provided via the messaging service selected by ROIG Mobility (SMS, or any other similar service that may replace it in the future).
10. FUEL
ROIG Mobility’s fuel policy is full-to-full. At the time of vehicle delivery, ROIG Mobility will charge a deposit equivalent to the cost of filling the tank, which will be refunded at the end of the rental period once the fuel level of the vehicle has been checked.
This amount may vary depending on the selected model (the customer can check this amount in Annex II of these general rental conditions).
- For plug-in hybrid models, in addition to the fuel deposit amount, a charge of €100 will be blocked for the delivery of the EV charging cable, which will be refunded upon its return.
- In the case of vehicles that use AdBlue, they will be delivered with a sufficient minimum amount. It is the customer’s responsibility to refuel AdBlue if needed.
- If, at the time of vehicle delivery, the fuel tank is not full, the customer must notify ROIG Mobility office staff within the first hour of the rental contract’s start.
- If a full/empty fuel policy has been selected, the total deposit will be charged at the start of the rental. The vehicle will be delivered with a full tank and can be returned as the customer sees fit, with no partial or full refund for the fuel under any circumstances.
It is a mandatory condition for the customer to return the vehicle along with the cable provided, and in the case of fully electric vehicles, return it with a minimum range of 25 km.
If this condition is not met, ROIG Mobility will charge the cost of transporting the vehicle to the nearest facility and/or the cost of acquiring a new EV charging cable (the replacement cost of different cables can be found in ANNEX III).
For electric and plug-in hybrid models, a charge of €100 will be blocked for the delivery of the EV charging cable, which will be refunded upon its return at the end of the rental contract.
11. CUSTOMER OBLIGATIONS IN CASE OF ACCIDENT AND OTHER CIRCUMSTANCES
In case of an accident, the customer agrees to:
- Obtain and send to ROIG Mobility within forty-eight hours after the incident, complete details of the other party and any possible witnesses, completing an accident report in the form of a ‘Friendly Accident Report’ (DAR), including the license plate, the name and address of the other party, the circumstances of the collision, a diagram of the accident, the name of the insurance company, and, when possible, the insurance policy number, all signed by both drivers involved in the accident, or, if this is not available, the ‘Incident Report’, which will be provided by ROIG Mobility.
- Notify the authorities immediately if the other party’s liability needs to be investigated or if there are any injuries.
- Do not abandon the rented vehicle without taking appropriate measures to protect it.
In the event of vandalism, fire, theft, or disappearance of the vehicle, the customer agrees to immediately inform ROIG Mobility of the incident and file the corresponding report with the relevant authorities, a copy of which must be sent to ROIG Mobility as soon as possible.
12. UNAUTHORIZED USE
It is the customer’s obligation to use the vehicle with due care, in accordance with its characteristics, respecting the current traffic laws for motor vehicles, and avoiding, in any case, any situation that could cause damage to the vehicle or to third parties.
It is also the customer’s obligation not to allow any person other than those authorized under this contract to drive the vehicle, with the customer being directly responsible for any damage or harm caused to the vehicle or to third parties in such cases.
Any case that breaches the provisions in these paragraphs will be considered unauthorized use.
The customer will be fully liable, regardless of the coverage purchased, for damages caused to the interior and exterior parts of the vehicle due to unauthorized or negligent use, in which case they are obligated to pay all incurred costs in accordance with the provisions outlined in section 4 of these general terms and conditions.
Unauthorized or negligent use includes, but is not limited to, the following cases listed as examples:
- Pushing or towing any other vehicle.
- Driving in areas unsuitable for public transportation, such as beaches, car circuits, forest tracks, country roads, etc.
- Driving on unpaved roads, or paved roads with significant defects, that could cause damage to the vehicle’s undercarriage.
- Driving the vehicle in restricted areas, including specifically, airport runways and other roads associated with aviation and/or military use.
- Negligent behavior in response to warning lights or signals on the dashboard of the rented vehicle, which the customer acknowledges by signing this contract.
- Transporting goods or animals, especially hazardous, flammable, and/or harmful substances for the vehicle and its occupants.
- Transporting people or goods that directly or indirectly involve a payment to the customer.
- Subletting the vehicle.
- Using the vehicle for any activity contrary to the law.
- Transporting a number of people or amount of luggage exceeding the authorized limit for the vehicle.
- Any type of manipulation or intervention in the odometer, with the customer being required to immediately notify ROIG Mobility of any malfunction.
- Transporting luggage or any items on the vehicle’s roof, even when using an appropriate device for it.
- Leaving items visible in the vehicle that could be stolen, causing subsequent damage to the vehicle.
- Soiling the interior of the vehicle beyond what constitutes reasonable and careful use.
- Driving the vehicle while fatigued, ill, or under the influence of alcohol, medication, or drugs.
- Reckless driving.
- Using the vehicle for driving lessons under any circumstances and/or teaching any special driving skills.
- Driving in violation of traffic laws.
- Driving the rented vehicle by a person not authorized in the contract, whether as a customer(s) and/or additional driver(s).
- Driving the vehicle outside the island of Mallorca, unless explicit and signed authorization is provided by the company’s management in both cases, and the corresponding additional extraordinary COVERAGE is purchased and paid for.
- Using the vehicle after the rental period has ended.
- For all relevant purposes, we inform you that, for security reasons, a part of our fleet is equipped with GPS trackers. The company will only access the location data in the event of (i) an alert for system disconnection or deactivation, and/or (ii) non-return of the vehicle. The customer is aware of and accepts this condition, refraining from interrupting or preventing its proper functioning.
Unauthorized use by the customer will entitle ROIG Mobility to terminate the rental agreement early due to the customer’s fault, and, if applicable, claim compensation for any damages and losses.
13. JOINT LIABILITY
All customers and/or authorized additional drivers will be jointly liable for all the customer’s obligations arising from the contract and the applicable laws.
14. THEFT AND LOSS OF PERSONAL BELONGINGS
ROIG Mobility is not responsible for items that are stolen, forgotten, or lost inside the vehicle.
15. MANDATORY APPROVED CHILD RESTRAINT DEVICE
In the case of using the vehicle to transport children under three years old or older children who do not exceed a height of 150 centimeters, the customer must inform ROIG Mobility so that they can provide, upon payment of the corresponding rental fee and without anchoring it in the vehicle, the appropriate mandatory approved child safety seat according to the weight and size of the child or person who will use it. The installation of the seat will always be the responsibility of the customer.
16. PROCESSING OF PERSONAL DATA AND CUSTOMER RIGHTS
Address: Avda. Benvinguts, 64 Cala d’Or (Santanyí)
Postal Code: 07660
Email: info@roig.com
In compliance with the provisions of European Regulation 2016/679 General Data Protection Regulation, as well as any applicable national law, we inform you that at AUTOS D’OR RENT A CAR, S.L.U., we process the personal data provided by our customers for the following purposes:
- Management of the contractual relationship consisting of vehicle rental.
- Management and billing of vehicle rental.
- Management of possible incidents, including claims occurring during the vehicle rental period.
- Management of the administrative procedures and communications that may arise from the contractual relationship:
Timely information, via email or any other equivalent medium, about offers, products, services, and promotions, either from ROIG Mobility or third parties, that may be of interest to the customer.
Development of promotional activities by companies in the transport and tourism sectors that collaborate with the activities carried out by ROIG Mobility. - If the customer wishes to join the ROIG Mobility VIP customer group, they can manage the enrollment process in this loyalty program. Any customer who has made three rentals in the last two years can register for this program and benefit from exclusive offers.
- To create a commercial profile based on the evolution of commercial activity in relation to the bookings made. To this end, no automated decisions will be made based on this profile.
The legitimate basis for the processing of the customer’s personal data is:
- The legal basis for the processing of your personal data for treatments (I), (II), (III), and (IV) indicated in section 16.2 above is based on the execution of a contract with ROIG Mobility in relation to the requested services.
Additionally, the legitimate basis for the processing of the customer’s personal data for the treatments indicated in sections (V), (VI), (VII), and (VIII) is based on the express consent given by the customer for each purpose at the time of collecting their personal data provided through vehicle bookings.
17. INFORMATION REGARDING THE FLEET
18. APPLICABLE LAW AND JURISDICTION
For the purpose of proceeding with any notifications under this rental agreement, the parties expressly designate the addresses listed in the rental conditions, including email, as the notification addresses.
The rental agreement is governed by the terms and conditions described in the previous sections and by Spanish law regarding the leasing of property. Any dispute arising between the lessor and the lessee will be subject to the Courts and Tribunals of Palma de Mallorca – Illes Balears, as the place of execution of the rental agreement and fulfillment of its obligations.
19. TRANSLATIONS
The translations of these general terms and conditions are for informational purposes only and are not legally binding in all their wording details, with only the Spanish version being valid.
Airport Transfer
- The reservation is exclusive for the customer and their companions; it is not a shared transfer.
- For the return pickup time, we recommend pickup 3 hours before the flight departure for services over 30 km away and 2.5 hours for services under 30 km.
- Both children and adults must always have a seat in the vehicle.
- A maximum of 60 minutes of waiting will be allowed at the airport from the customer’s flight landing time.
- We have a 24-hour emergency phone number in case the driver cannot be located.
- At the accommodation location, the maximum waiting time will be 5 minutes past the pickup time.
- The reservation can be canceled free of charge up to 24 hours before the service. Within the following 24 hours, the reservation amount will not be refunded.
- To confirm the reservation, payment must be made within the next 48 hours; otherwise, the reservation will be automatically canceled.
Private transfer
General terms and conditions
- The quotes sent do not constitute a reservation. To confirm the services, they must be confirmed in writing via email to: transfer@roig.com
- Parking fees are not included, unless otherwise stated.
Validity of the quote
- Each quote is valid until the date indicated on it; after that date, it may be extended, subject to availability and the rates in effect at the time of the validity modification request.
- All quoted services are subject to availability at the time of confirmation.
Confirmation of the quote:
- To confirm the quote, if not previously registered with our company, it will be necessary to provide complete details of the person to whom the invoice should be issued (name, address, and tax ID number (CIF) if a company, or full name, nationality, and ID card or passport number if an individual).
Payments:
- 100% of the total quote, at least 7 days before the first service.
Cancellation:
- Free cancellation up to 7 days before the first service.
- A 50% penalty on the total quote for cancellations between 7 days and 24 hours.
- A 100% penalty on the total quote for cancellations 24 hours prior.
ROIG Mobility & Experiences reserves the right, and the customer accepts, to charge fees in case of cancellation due to weather conditions. There is a possibility of reviewing the charges in case of cancellation due to force majeure.
Premium
- The reservation is exclusive for the customer and their companions; it is not a shared transfer.
- For the return pickup time, we recommend pickup 3 hours before the flight departure for services over 30 km away and 2.5 hours for services under 30 km.
- Both children and adults must always have a seat in the vehicle.
- A maximum of 60 minutes of waiting will be allowed at the airport from the customer’s flight landing time.
- We have a 24-hour emergency phone number in case the driver cannot be located.
- At the accommodation location, the maximum waiting time will be 5 minutes past the pickup time.
- The reservation can be canceled free of charge up to 24 hours before the service. Within the following 24 hours, the reservation amount will not be refunded.
- To confirm the reservation, payment must be made within the next 48 hours; otherwise, the reservation will be automatically canceled.
Premium Private Transfer
General terms and conditions
- The quotes sent do not constitute a reservation. To confirm the services, they must be confirmed in writing via email to: transfer@roig.com
- Parking fees are not included, unless otherwise stated.
Validity of the quote
- Each quote is valid until the date indicated on it; after that date, it may be extended, subject to availability and the rates in effect at the time of the validity modification request.
- All quoted services are subject to availability at the time of confirmation.
Confirmation of the quote:
- To confirm the quote, if not previously registered with our company, it will be necessary to provide complete details of the person to whom the invoice should be issued (name, address, and tax ID number (CIF) if a company, or full name, nationality, and ID card or passport number if an individual).
Payments:
- 100% of the total quote, at least 7 days before the first service.
Cancellation:
- Free cancellation up to 7 days before the first service.
- A 50% penalty on the total quote for cancellations between 7 days and 24 hours.
- A 100% penalty on the total quote for cancellations 24 hours prior.
ROIG Mobility & Experiences reserves the right, and the customer accepts, to charge fees in case of cancellation due to weather conditions. There is a possibility of reviewing the charges in case of cancellation due to force majeure.
General Terms and Cancellation Policy
- All indicated schedules and itineraries are approximate and for guidance purposes only. They may be subject to changes or cancellations due to adverse weather conditions that prevent the activity from taking place.
- The organization reserves the right to modify the itinerary, change the mode of transportation and/or cancel the excursion due to special circumstances or force majeure, in which case 100% of the reservation will be refunded to the client.
- The company is not responsible for the theft or loss of personal belongings.
- The deadline to cancel a reservation free of charge is 24 hours before the start of the activity.
- In case of no-show, no refund will be issued.
