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: July 2026Service Description
Transotel provides a collection, transport and delivery service for luggage and equipment between hotels and to private addresses within Spain. It operates in two independent areas: (a) the Canary Islands, with shipments exclusively within the archipelago —from hotel to hotel and from hotel to the customer's address, always within the Canary Islands—; and (b) mainland Spain, with shipments from hotel to hotel and from hotel to a private address, delivered within the mainland or in Europe. No services are provided that cross between the Canary Islands and the mainland in either direction. Service in the Balearic Islands will be available soon.
The service is available to individuals over 18 years of age staying at hotels affiliated with the Transotel network. The minimum age to contract is 18 years; the order holder must be one of the guests.
The service does not include transport of: valuables (jewellery, cash, original documentation, high-value electronics), hazardous or prohibited items, live animals or fragile items without adequate packaging.
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 agreed date and time.
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
Transotel is responsible for the custody of luggage from the moment of its collection until delivery at the destination hotel. In the event of damage, loss or theft attributable to Transotel, the maximum liability is limited to €300 per piece, unless the user has declared and evidenced a higher value at the time of ordering.
For any claim to proceed, the user must:
- Report damage or loss at the time of delivery or within the following 24 hours.
- Provide a description of the luggage and its contents and, where applicable, photos of the damage.
Excluded from coverage are damages arising from insufficient packaging, natural wear, fragile items without adequate protection and prohibited or non-contracted declared value items.
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.
In case of a complaint, the consumer user can access the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.