GENERAL CONDITIONS OF USE AND CONTRACT

MEDFEEL TRAVEL S.L.

1. Purpose

These conditions govern the contracting of cycle tourism trips organised by MEDFEEL, between the traveller (hereinafter, "the Traveller") and MEDFEEL (hereinafter, "the Agency") for the tourism services offered, organised or marketed by the Agency, acting as organiser or intermediary, in accordance with applicable regulations on combined travel, linked travel services and consumer contracting. Services may include, among others:

• Accommodation
• Personalised cycling routes
• Luggage transfers
• Technical assistance services
• Basic travel insurance
• Other complementary tourism services

These conditions apply to package travel contracts and, where applicable, to the intermediation of individual services (e.g. accommodation only and/or transport only) and linked travel arrangements, as regulated by Royal Legislative Decree 1/2007 of 16 November (General Law for the Defence of Consumers and Users, Book IV "Package Travel"), as amended by Royal Decree-Law 23/2018 of 21 December on the transposition of directives relating to trademarks, rail transport, package travel and linked travel arrangements; Law 4/2022 of February on the protection of consumers and users against situations of social and economic vulnerability; and other applicable regional and national legislation, including Law 8/2012 of 19 July on Tourism in the Balearic Islands, Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, and Law 7/1998 of 13 April on General Contracting Conditions, or any legislation replacing them.

2. Scope of Application

These General Conditions are incorporated into the contract formalised between the Agency and the traveller and shall apply unless expressly modified by the Particular Conditions of the service. Any particular condition in the contract that is more specific shall take precedence over what is established here.

2.1 Guided Routes

Routes may be:

• Guided, optionally, at the express request of the client.
• Self-guided, with prior information and operational support.

3. Pre-Contractual Information

Before the Traveller becomes bound by the contract, the Agency will provide, on a durable medium (paper or electronic), a standardised information form containing the required details — destination, transport, accommodation, itinerary, minimum number of persons, price, payment methods, cancellation deadlines, modification conditions, etc. — in accordance with Article 153 of RDL 1/2007.

The Agency will ensure that the information is clear, comprehensible and provided at least in Spanish, and, upon request by either party, in any of the official languages of the place where the contract is concluded.

4. Formalisation of the Contract

The contract is considered formalised when the Agency accepts the Traveller's booking request or when the Traveller makes the required payment and the Agency sends the corresponding confirmation.

The Agency will provide the Traveller with a copy of the contract or confirmation on a durable medium as soon as possible.

The contract shall contain at minimum the following information: Agency details, Traveller identity, destination, dates, means of transport, accommodation, number of meals included, minimum number of participants (if applicable), total price, payment method, cancellation charges, and any special requests by the Traveller that have been accepted by the Agency.

5. Price and Payment Method

The trip price includes the total cost of the services detailed, per person, in the INCLUDED / NOT INCLUDED sections of the trip budget dossier, including legally applicable taxes, with the transaction subject to the special travel agency VAT regime; and is understood to be valid during the season indicated.

The client must pay a deposit at the time of booking of 30% of the total amount to confirm the booking, with the remaining 70% due no later than 90 days before the departure date, as per the booking conditions.

Prices are based on currency exchange rates, taxes and government levies in force at the beginning of each calendar year, when planning and forecasting takes place.

Any variation in the aforementioned elements may result in a revision of the final trip price, which will be communicated on a durable medium no later than 20 calendar days before the start of the package trip.

Prices may be updated, but any such changes will not affect orders or purchases for which the User has already received confirmation.

5.1 Accepted Payment Methods

Bank transfer / bank card or digital payment gateway.

Orders paid by bank transfer will be held for 5 calendar days from order confirmation to allow sufficient time for the transfer to be processed by MEDFEEL's payment system. Once confirmation of the transfer is received, the booking will be issued and documentation sent.

When using this payment method, the User must ensure they enter the exact order amount, as well as the correct account number and transfer reference. In the event of an error, MEDFEEL will be unable to validate the order, which may be cancelled.

If the client pays by debit/credit card, payment will be subject to verification and authorisation by the card-issuing bank. If that institution does not authorise the payment, MEDFEEL will not be liable for any delay or failure to deliver the requested services and will not be able to formalise any contract with the User.

Other checks may include a pre-authorisation on the relevant card once MEDFEEL receives the purchase order, to ensure sufficient funds are available to complete the transaction. The card will be charged at the time the service confirmation is sent to the User.

If the Traveller fails to pay within the agreed timeframe, the Agency may terminate the contract, applying the penalties established in the cancellation conditions.

5.2 Foreseeable Additional Charges

Unless expressly stated in the contract, the following are not included in the price:

• Personal expenses (minibar, laundry, non-included beverages)
• Meals not specified in the contracted meal plan
• Local tourism taxes
• Repairs arising from negligent use of equipment
• Optional services not initially requested (support vehicle, upgrades, etc.)

6. Modifications, Cancellation and Withdrawal

6.1 Modification by the Agency

MEDFEEL undertakes to provide its clients with all contracted services as detailed in the final budget that gave rise to the travel contract, under the agreed conditions and characteristics. However, it reserves the right to make modifications before the start of the package trip, provided the change is minor, this right is specified in the contract formalised with the traveller, and the traveller is informed on a durable medium of any price change.

However, where the organiser is compelled to significantly alter any of the main characteristics of the package trip as set out in the pre-contractual or contractual conditions, or proposes to increase the price by more than 8% of the total price, the traveller will have the option to accept the proposed change or cancel the contract without penalty.

A traveller who cancels the contract may accept a substitute package trip offered by the organiser or, where applicable, the retailer, ideally of equivalent or superior quality, provided MEDFEEL is able to offer one.

The consumer must communicate their decision to the agency within three days of being notified of the modification via email/WhatsApp. If no response is received within that period, the traveller will be deemed to have opted for cancellation without penalty.

If the substitute package is of lower quality or cost, the traveller is entitled to a price reduction.

Modifications to the contract terms will be communicated to the traveller without delay, specifying: the impact of the modification on the total price; the deadline for the traveller to communicate their decision; what happens if no decision is communicated; and, where applicable, the substitute trip offered and its price.

If the traveller requests voluntary changes to their package trip, service prices may differ from those published in the programme itinerary or pre-contractual conditions.

6.2 Cancellation by the Traveller Before Departure

The Traveller may cancel the contract at any time before departure, paying cancellation charges as agreed in the contract in accordance with Article 160.1 of RDL 1/2007, and compensating the Organising Agency for the items listed below or, in the absence of an agreement, in line with the actual cost of unused services and any cost savings the Agency has been able to make.

A user who withdraws from contracted services is entitled to a refund of the amount paid, according to how far in advance of the trip start date they communicate the cancellation, and must compensate MEDFEEL as follows:

Any client wishing to cancel must formally notify MEDFEEL in writing as soon as possible.

If the place to be cancelled is in a shared room and no replacement occupant can be found, the passenger must bear the single supplement cost imposed by the establishment, in addition to any applicable cancellation charges.

Failure to present at departure without prior documented cancellation, late arrival due to reasons outside the agency's control and attributable to the traveller, or abandonment of the trip before its completion for personal or force majeure reasons, will result in the total forfeiture of the tour package amount.

Cancellation charges for additional services requested by travellers that do not form part of the organised programme, and other extra services, are subject to the charges set by each provider, which will be duly communicated. These charges may be up to 100%.

No refund will be made for the non-use of any type of service (accommodation, meals, excursions or any service included in a travel package) where the reason is the direct decision and responsibility of the client, including:

• Delays or failure to appear at the indicated time or place for the start and/or continuation of the trip or group meeting
• Lack of necessary and mandatory travel documentation (ID, Passport, Visas, special permits)
• Services voluntarily not used by the client, regardless of the reason
• Repeated disruptive or disrespectful behaviour towards other group members causing complaints, requiring authoritative action
• Situations caused by the client and outside the agency's control

6.3 Cancellation by the Agency — Minimum Group Size or Force Majeure

Where a trip is subject to a minimum number of participants, as specified in the programme, MEDFEEL may cancel the trip if this minimum is not reached, giving notice before the scheduled departure date of at least:

• 20 calendar days for trips of more than six days
• 7 calendar days for trips of between two and six days
• 48 hours for trips of less than two days

The Agency may also cancel a trip if it becomes impossible to execute the contract due to unavoidable and extraordinary circumstances, notifying the traveller without undue delay before the start of the package trip. Such circumstances are those beyond the control of the party invoking them, abnormal and unforeseeable, whose consequences could not have been avoided despite the exercise of due diligence. In both cases, the consumer is entitled to a refund of amounts paid, except administration fees, but not to compensation.

6.4 Right of Withdrawal

Package trips are not subject to the 14-day right of withdrawal that applies to other consumer contracts; however, when the contract is concluded outside the Agency's commercial premises, this right may apply in accordance with consumer protection legislation.

Travel, transport, meal or leisure activity services are excluded from consumer regulations regarding the exercise of the right of withdrawal.

Accordingly, and pursuant to Article 103(l) of Royal Legislative Decree 1/2007 of 16 November, the right of withdrawal does not apply to package travel contracts, and the consumer must bear the cancellation charges arising from any cancellation requested on their part.

7. Contract Performance and Liability

The Agency acting as organiser is responsible for the fulfilment of all contracted services.

If, during the trip, any service is not provided or is provided deficiently, the Agency or the relevant provider will arrange an alternative solution without delay. If an adequate solution is not possible, the Traveller may demand cancellation of the service, a price reduction and/or compensation for damages suffered.

The Agency will not be liable where non-performance of the contract is attributable to the Traveller, to a third party unrelated to service provision, or where it is due to unavoidable and extraordinary circumstances.

8. Guarantees and Insurance

8.1 Travellers

MEDFEEL programmes include travel insurance covering both cancellation and assistance contingencies for travellers. Coverage is subject to the guarantees expressly indicated in the travel policy, which is provided to travellers at the time of contracting. Travellers may also purchase optional travel insurance with greater coverage, either through the agency or independently.

8.2 Agency

In accordance with Law 8/2012 of 19 July on Tourism in the Balearic Islands, the Agency is registered in the Island Registry of Tourist Companies, Activities and Establishments of Mallorca, holds the applicable guarantee or insurance to cover travellers' advance payments, and holds public liability insurance.

Insolvency protection: MEDFEEL has subscribed to an insolvency protection guarantee with AXA Seguros Generales, S.A. de Seguros y Reaseguros, address: C/Monseñor Palmer, 1 - 07014 Palma de Mallorca, Tel: 915420209, email: produccion@intermundial.es, Policy No. 86496180, in the event that the agency becomes insolvent.

If services are denied due to MEDFEEL's insolvency, travellers may contact this entity or, where applicable, the competent authority.

9. Traveller Obligations

• All persons registered for a trip, without exception, are responsible for having the necessary documentation in order for entry and free movement in the country (ID card, passport, visas, health measures, vaccinations, etc.)
• Provide the Agency with the personal information necessary for trip management
• Inform the Agency without delay of any deficiency in service provision
• Use services with due diligence, respecting proper use and conduct, in accordance with the contracted facilities and services
• Maintain respectful conduct throughout the route
• Use provided equipment appropriately
• Comply with road safety rules and the instructions of guides or support staff

Failure to comply with these obligations may result in exclusion from the activity without right to a refund, where the safety of the individual or others is put at risk.

9.1 Passports, Visas and Documentation

All travellers, without exception, must have their personal and family documentation in order — whether passport or national ID card — in accordance with the laws of the country or countries visited. Obtaining visas, passports, vaccination certificates, etc. is the traveller's own responsibility, as per the pre-contractual information provided by MEDFEEL at the traveller's request. If a visa application is rejected by any authority for reasons personal to the traveller, or entry into the country is refused due to lack of required documentation or failure to carry it, MEDFEEL accepts no liability for such matters, and any costs incurred shall be borne by the traveller, with the conditions and rules applicable to cases of voluntary withdrawal applying. All travellers are also reminded that they must ensure, before commencing the trip, that they have complied with all applicable visa requirements in order to enter all countries to be visited without difficulty.

10. Characteristics of Cycling Routes

**10.1 Type of bicycle:** The client may freely choose the type of bicycle.

**10.2 Bicycle rental:** Bicycle rental is available through specialist local partners.

**10.3 Difficulty level:** Different difficulty levels are available at the client's choice: Basic – Intermediate – Advanced – Mixed.

11. Minimum Age and Physical Condition

The minimum age to actively participate in cycling tours is 16 years.

There is no minimum age for companions who do not participate in the routes.

11.1 Physical Condition

Participants are required to have a good level of physical fitness appropriate to the selected difficulty level. The client declares, under their own responsibility, that they are in suitable physical condition to carry out the activity.

12. Technical Assistance and Support Vehicle

As a general rule, programmes include technical assistance during the route, provided by local partners. Please refer to the programme information for services expressly included in your chosen programme, or enquire specifically on this point.

12.1 Support Vehicle

Support vehicles are not included in programmes, but this service can be arranged through local partners upon the client's express request.

13. Client Communication and Images

The Organisation will communicate with clients via:

• Telephone
• WhatsApp
• Email

Both individual and group bookings are available; WhatsApp groups may be created for trip coordination, subject to the corresponding consent of participants.

The Organisation will not publish images of travellers on its website or social media without the client's prior and express consent.

14. Data Protection

The Agency will process the Traveller's personal data in accordance with applicable data protection legislation, for the purposes of managing the contracted service, issuing documentation, handling incidents and, only if authorised, sending commercial communications. Details of the privacy policy will be provided to the Traveller.

Data will also be processed for the purpose of evaluating satisfaction with services received, and for sending electronic commercial communications while a contractual service relationship is maintained, regarding similar products or services to those originally contracted, unless the individual objects, under the exception provided in Article 21.2 of Law 34/2002 of 11 July on Information Society Services and Electronic Commerce.

You are also informed that, for the provision of services, your personal data will be shared only with those entities and professionals involved in providing the service — strictly with third parties necessarily involved in the provision of services related to the contracted trip — for the same purposes, with due confidentiality obligations and security measures as required by current regulations.

Your data will be retained for the time necessary for the execution of the contract and thereafter until any potential liabilities arising from it have expired. Further information on data processing is available in our privacy policy published on our website.

15. Liability and Limitations

MEDFEEL will be liable for the consequences arising from non-performance of the contract in proportion to its involvement in trip management. It is exempt from such liability in the following cases:

• a) Where the deficiencies observed in contract performance are attributable to the consumer and user.
• b) Where such deficiencies are attributable to a third party unrelated to the provision of services under the contract and are of an unforeseeable or unavoidable nature.
• c) Where the deficiencies are due to force majeure — meaning circumstances beyond the control of the party invoking them, abnormal and unforeseeable, whose consequences could not have been avoided despite the exercise of due diligence.
• d) Where the deficiencies are due to an event that the retailer or organiser could not have foreseen or overcome despite exercising all necessary diligence.

Unless otherwise provided by law, MEDFEEL will not accept any liability for the following losses, regardless of their origin:

• a) Any loss not attributable to any breach on its part, or not reasonably foreseeable by both parties at the time the contract was formalised.
• b) Business losses (including loss of profit, revenue, contracts, anticipated savings, or unnecessary expenses incurred).
• c) Luggage and personal belongings of travellers. Luggage and other personal belongings are not part of the package travel contract; they are understood to be transported by the traveller themselves, at their own risk, and the agency accepts no liability for any incident or consequence arising from the transport or storage of luggage.

Travellers are advised to be present during all luggage loading and unloading operations. Carrier conditions apply to transport, with the ticket being the binding document between the carrier and the passenger.

In the event of damage or loss, the traveller must file a claim on the spot with the transport company, completing the relevant damage/lost luggage report. Hotels will similarly be responsible, in accordance with their specific rules, for any incident relating to the loss or deterioration of luggage and belongings during the accommodation period.

Bicycle Rental and Other Auxiliary Cycling Services — Client Responsibilities

The renter is obliged to use the bicycle and its equipment responsibly. The bicycle must be returned clean and in perfect working order, or additional charges may apply. The renter must immediately inform Medfeel SL of any damage or theft of vehicles or equipment. The renter will be responsible for repair costs, and in the event of theft, must pay the market value of the item by credit card. The bicycle will be provided by Medfeel SL in perfect condition, and any imperfections will be documented in the rental contract and shown to the client. The renter will not be liable for damage or deterioration resulting from normal use of the bicycle. The renter is responsible for securing the bicycle overnight in a locked garage or room. It is advisable to keep the bicycle in sight at all times to prevent theft.

The renter is responsible for any damage caused to themselves or others during the rental period. Medfeel SL accepts no liability for third-party claims related to accidents, injuries or damage caused by the renter, nor for any loss of personal property.

16. Dispute Resolution — Complaints

Without prejudice to any legal remedies available, the consumer may submit written complaints regarding non-performance or deficient performance of the contract directly to MEDFEEL, which will provide a response as soon as possible and in any event within a maximum of 15 days from receipt of the complaint:

📧 info@medfeel.pro

Complaint forms are also available at: https://seu.conselldemallorca.net/es/ficha?key=75387

MEDFEEL is not affiliated with any consumer arbitration system.

The Traveller's right of action expires two (2) years from the end of the trip or contracted service, unless a specific rule provides otherwise.

17. Applicable Law and Jurisdiction

The contract and these conditions are governed by Spanish legislation in force on tourism, package travel and consumer matters. For any dispute, the parties submit to the jurisdiction of the courts of the Traveller's domicile or that legally corresponding.

18. Acceptance of Conditions

Formalisation of the contract by the Traveller — whether by booking, payment or signature — implies their express acceptance of these General Contracting Conditions, as well as the programme offer submitted and any particular conditions agreed upon.