These General Terms and Conditions govern the contracting of the luggage transfer service provided by Transotel (brand of Teneryfa Apart S.L.). By contracting the service, the user declares to have read, understood and fully accepted these conditions.
Last updated: October 2026Service Description
Transotel manages, through transport agencies, the collection, transport and delivery of luggage and equipment between hotels, private addresses and other locations. It operates in two independent areas:
- (a) Canary Islands, with shipments exclusively within the archipelago.
- (b) Mainland Spain and the Balearic Islands, with shipments within the mainland, between the mainland and the Balearic Islands, within the Balearic Islands and between the mainland and other European countries.
No services are provided between the Canary Islands and the rest of Spain in either direction.
The service may be contracted by any adult, on their own behalf or on behalf of a company. The minimum age is 18 years.
The service does not include transport of valuables (jewellery, cash, original documents), hazardous or prohibited items, live animals or fragile items without adequate packaging.
Electronic devices are accepted provided they are well packed, with the legal cover per kilo set out in section 5 and without any extension. If they are of high value, it is advisable to insure them independently.
Booking Process
- The user selects the hotel of origin, destination hotel, pick-up/delivery date and time and the number and type of luggage.
- The system automatically calculates the price according to current rates, based on the luggage size tier or the destination zone, with the applicable tax (7% IGIC in the Canary Islands or 21% VAT on the mainland).
- The user provides their contact details and proceeds to payment via the secure Redsys gateway.
- Once payment is confirmed, the order is generated and a confirmation is sent by email and/or WhatsApp (if authorised) with tracking number.
- Hotel staff or Transotel's collection service picks up the luggage on the date and at the time stated in the booking, which are estimates (section 5).
The contract is concluded at the time of payment confirmation. The user will receive a copy of the order in PDF format to their email address.
Pricing, Taxes and Payment
All prices are expressed in euros (€) and include the applicable indirect tax according to the origin of the service: the Canary Islands General Indirect Tax (IGIC) at 7% in the Canary Islands (Law 20/1991) and Value Added Tax (VAT) at 21% on the mainland (Law 37/1992).
The final price is shown before order confirmation and is determined, never by distance, based on:
- In the Canary Islands, the luggage size tier (S, M, L or XL).
- On the mainland, the destination zone.
- Applicable seasonal or promotional rates.
Payment is made in full at the time of booking through the Redsys TPV gateway, which ensures transaction security through SSL encryption and 3D Secure protocol. Transotel does not at any time store the user's payment card details.
In case of an error in the amount charged, the user must notify info@transotel.com within 7 days of the transaction.
Cancellations and Refunds
Cancellations can only be processed by hotel staff or a Transotel administrator. Once payment has been confirmed, the client user cannot cancel directly; they must request it at the hotel reception.
| Notice before collection | Refund |
|---|---|
| More than 24 hours | 100% of amount paid |
| Between 12 and 24 hours | 50% of amount paid |
| Less than 12 hours | No refund |
| Cancellation by Transotel (fault attributable to Transotel) | 100% of amount paid |
Refunds, where applicable, will be made to the original payment card within 7-14 business days.
Transotel is not liable for damages arising from force majeure circumstances (strikes, traffic accidents, natural disasters, government restrictions) that prevent service delivery. In such cases a full refund will be offered.
Liability for Luggage
When liability applies
Liability for the luggage during transport extends from the moment the luggage is collected until it is delivered at the stated destination. Before collection and after delivery, the luggage is in the custody of the customer or of the establishment where it is left, such as the hotel's luggage room or reception.
Cover included in the price
The price only includes the cover established by law for the carriage of goods, explained below. Transotel does not offer additional insurance or extended cover for a declared value. If the contents are worth more than the limit, it is recommended not to send them or to insure them independently, for example with travel or home insurance that covers luggage.
How much is paid
If the luggage is lost, stolen or damaged during transport, the compensation due will be determined in accordance with the applicable regulations and within the legal liability limits:
- Shipments within Spain: €6.67 per kilo of gross weight (one third of the Spanish daily IPREM index in force in 2026; Spanish Law 15/2009 on the contract for the carriage of goods by land, art. 57).
- International shipments, including Portugal: 8.33 Special Drawing Rights per kilo of gross weight, about €10 per kilo at the current exchange rate (CMR Convention, art. 23).
Compensation will be determined by reference to the proven value of the damage and will in no case exceed the maximum liability limit that applies. For example, a 15 kg suitcase sent within Spain has a limit of €100: if its contents were worth €500, €100 is paid; if they were worth €60, €60 is paid. If only part is damaged, for example the suitcase but not its contents, the limit is calculated on the weight of that part.
What counts is the value the items had when collected, taking into account their age and use, not the cost of buying them new, and the customer must prove it with invoices, receipts, photos or other supporting documents. If the loss or damage is total, the price of the transport is also refunded; if it is partial, the proportional part. No other expense or loss is paid, such as clothes or items bought to replace what was lost.
Estimated dates and delays
The collection and delivery dates stated in the booking are estimates and depend on the transport company's daily route planning. When a booking is made at short notice, it may not be possible to include the collection in the route for the chosen day; in that case, it will take place on the next working day. Likewise, for operational reasons, delivery may take place after the estimated date. It is recommended to book at least two days in advance.
A delay is only compensated if the customer proves a loss caused by it, and never for more than the price of the transport.
The costs of forwarding or moving the luggage to another place, such as the customer's home or place of origin, arising from a collection or delivery after the estimated date are not included in the price of the service and will not be borne by Transotel, without prejudice to the rights granted to consumers by the applicable regulations.
What is not compensated
Loss or damage due to:
- insufficient packing, closure or protection;
- wear inherent to the use and normal handling of a suitcase: small scratches, scuffs, marks or superficial dents;
- the nature of the contents: fragile items, liquids that spill or perishable products;
- luggage that is poorly identified, has no shipping label or carries incorrect details provided by the customer;
- circumstances that could not be avoided or prevented.
Items excluded from the service in section 1 travel, if included, under the sole responsibility of the customer: they are not compensated and the customer is liable for any damage they cause. It is recommended not to send keys, medicines or anything that will be needed during the trip.
How to claim
In writing only, to soporte@transotel.com, stating the order reference and providing photos of the damage and the packaging, together with proof of the value or, in the case of damage, of the repair cost. The damaged luggage and its packaging must be kept available to Transotel and the transport agency until the claim is closed.
It is best to report on the day of delivery. The maximum deadlines are:
- visible damage: at the time of delivery;
- non-visible damage or missing items: 7 calendar days from delivery (for international shipments, 7 days excluding Sundays and public holidays);
- delays: 21 days from delivery.
If notice is not given in time, the luggage is deemed to have been delivered in good condition, unless proven otherwise, and a delay is no longer compensated. To determine when a shipment may be considered lost, the time limits laid down in the regulations applicable to national or international transport will apply. The time limits for bringing claims will be those established in the applicable regulations.
All of the above applies on the terms and with the exceptions established by law.
Applicable Law and Jurisdiction
These Conditions are governed by Spanish law, with particular application of Law 34/2002 (LSSI-CE), Royal Legislative Decree 1/2007 (LGDCU) and Law 20/1991 (IGIC).
For the resolution of any dispute arising from the contracting of the service, the parties expressly submit to the Courts of Santa Cruz de Tenerife, without prejudice to the mandatory jurisdictions that consumer protection regulations may grant to the user as a consumer.
To submit a complaint about the service, the user may use the complaints form. On submitting it, the user will receive a receipt with the complaint number by email. Complaints are answered as soon as possible and, in any event, within one month of submission.