Booking conditions

The combination of travel services offered to you is a package within the meaning of the consolidated General Law for the Protection of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of 16 November.

You will therefore benefit from all EU rights applying to packages. Valentina Idrofano (Stay Pepper) will be fully responsible for the proper performance of the package as a whole.

Additionally, as required by law, Valentina Idrofano (Stay Pepper) has protection in place to refund your payments and, where transport is included in the package, ensure your repatriation if she becomes insolvent.

Key rights under Royal Legislative Decree 1/2007

Travellers receive all essential information about the package before concluding the contract.

There is always at least one trader responsible for the proper performance of all travel services included in the contract.

Travellers are given an emergency telephone number or details of a contact point where they can reach the organiser and, where applicable, the retailer.

Travellers may transfer the package to another person on reasonable notice and possibly subject to additional costs.

The package price may only increase if specific costs rise, such as fuel costs, and if expressly provided for in the contract, and never in the last twenty days before the package starts. If the increase exceeds 8% of the package price, the traveller may terminate the contract. If the organiser reserves the right to increase the price, the traveller is entitled to a reduction when the corresponding costs decrease.

Travellers may terminate without a termination fee and receive a full refund of payments if an essential element of the package other than the price changes significantly. If the trader responsible cancels the package before it starts, travellers are entitled to a refund and, where appropriate, compensation.

In exceptional circumstances, for example serious security problems at the destination likely to affect the package, travellers may terminate before the package starts without paying a termination fee.

Travellers may also terminate at any time before the package starts on payment of an appropriate and justifiable termination fee.

If significant elements cannot be provided after the package starts, suitable alternatives must be offered at no extra cost. Travellers may terminate without a termination fee where services are not performed, this substantially affects the package, and the organiser and, where applicable, the retailer fail to remedy the problem.

Travellers are also entitled to a price reduction and/or compensation for damage where travel services are not performed or are performed improperly.

The organiser and the retailer must provide assistance if a traveller is in difficulty.

If the organiser or retailer becomes insolvent, payments are refunded. If insolvency occurs after the package starts and transport is included, travellers’ repatriation is secured.

Insolvency protection

Valentina Idrofano (Stay Pepper) has taken out insolvency protection with AXA Seguros Generales, S.A. de Seguros y Reaseguros, surety policy no. 72980175.

If services are denied because of the insolvency of Valentina Idrofano (Stay Pepper), you may contact AXA: C/ Monseñor Palmer, 1, 07014 Palma de Mallorca, Spain; claims notification email: aperturas.empresas@axa.es; AXA general customer service telephone: +34 918 070 055. Quote the policy number and your booking details.

Spanish legislation — Royal Legislative Decree 1/2007

Stay Pepper is the trading name used by Valentina Idrofano, NIF/NIE Z0704438E. Professional address: Carrer Sant Venat 18, 08870 Sant Sadurni de Anoia. For bookings, assistance and complaints: hello@staypepper.com.

The travel contract is concluded when Stay Pepper sends you written booking confirmation after receiving the payment due at the time of booking: the deposit or the full price, as applicable. Payment alone, or a receipt issued by the payment provider, does not constitute that booking confirmation.

For group journeys, booking confirmation and departure confirmation are separate communications. Booking confirmation does not mean that the group departure is confirmed. Wait for Stay Pepper’s written departure confirmation before purchasing international flights.

Everything listed in the “Included” section of the journey page and in your booking summary. International flights are excluded. Check the “Not included” items and any costs payable locally too, so you know what to budget for before you leave.

For group journeys booked before the balance deadline, you pay a deposit of €200 per person. The balance must be paid by 18:00 (Madrid time) on the date 31 calendar days before departure. New bookings made at or after the balance deadline require full payment. Your summary always shows what you pay now, any remaining balance and the exact due date.

Each group journey has a minimum number of participants, shown for that departure before you book. The departure is confirmed when you receive our written confirmation. Paying the deposit alone does not confirm the departure: wait for that message before buying international flights.

If the minimum shown for your departure is not reached, we cancel the departure and notify you in writing by 18:00 (Madrid time) on the date 31 calendar days before departure. We refund all amounts paid to Stay Pepper for the journey, without deductions, within 14 days of cancellation.

Group journeys are for travellers aged 18 or over at departure. Families are welcome on private journeys: the itinerary, accommodation and conditions for children are set out in the individual quotation.

The journey is designed for you and the people travelling with you. Services, price, payments and cancellation conditions are set out in your individual quotation before you accept it. The minimum-participant confirmation process for group journeys does not apply.

Your journey starts before you pack. Entry and transit requirements depend on your nationality, the passport you travel with and your itinerary, and may change.

Before booking, check passport validity requirements, any visas or travel authorisations, processing times and health formalities, including those for countries where you have a stopover. Check the information again before departure.

You can start with Sherpa, an independent service for checking travel requirements. Always confirm the information with the authorities of your destination and transit countries.

For Italian passport holders, consult Viaggiare Sicuri. For Spanish passport holders, consult the Spanish Ministry of Foreign Affairs. For other passports, contact the relevant embassy or consulate.

Obtaining the required documents and keeping them valid for your journey is your responsibility. Visa application services are not included unless expressly stated in your booking.

You may cancel before the journey starts by notifying Stay Pepper at hello@staypepper.com, quoting your booking reference and the travellers concerned. If you cancel before written departure confirmation, we refund the amounts paid for the journey. After confirmation, appropriate and justifiable cancellation charges may apply. Where no standard cancellation schedule has been agreed, the charge is calculated from the package price, less costs saved and income from alternative use of the travel services. We provide a justification on request. Any refund due is paid without undue delay and within 14 calendar days of termination. Cancellation insurance is not included; this does not affect your statutory refund rights. Private journeys follow the cancellation terms in the accepted quotation, subject to those rights.

If only some travellers cancel, specify their names when contacting us. Cancellation terms apply to those travellers; the booking remains in place for the others, whose agreed base price is preserved. We provide a breakdown of any cancellation charges, refund, remaining balance and changes to room arrangements.

If one traveller leaves a private room for two, the remaining traveller may keep it for single occupancy with the applicable supplement, which we explain before acceptance. Alternatively, we check whether a shared room is available or whether another traveller can take over the booking under the transfer conditions. Any room change and its cost must be expressly agreed with the affected traveller. Cancelling one traveller does not automatically cancel the whole booking.

If unavoidable and extraordinary circumstances at the destination or nearby significantly affect the package or passenger transport to the destination, you may terminate before departure without a cancellation charge and receive a full refund, without additional compensation on this ground. If such circumstances prevent Stay Pepper from performing the contract, we notify you without undue delay before departure and refund all package payments within 14 calendar days of termination, without undue delay. Other statutory rights remain unaffected.

If Stay Pepper cancels a group departure after confirming it in writing, we refund all package payments received. We also reimburse the documented, non-recoverable cost of eligible international flights, up to €1,000 per traveller. This is a commercial commitment by Stay Pepper, separate from the included travel insurance, and does not limit your statutory rights.

Eligible flights must have been purchased after written departure confirmation, in Economy, for dates and airports compatible with the confirmed journey. Send your flight booking confirmation, receipt, proof of payment and documentation of any refunds or credits to hello@staypepper.com. The reimbursement is the lower of the verified net loss and €1,000 per traveller, after deducting refunds or credits from airlines, agencies or insurers. The same cost cannot be reimbursed twice; tell us about any further recovery for an amount already reimbursed by Stay Pepper.

Upgrades, premium cabins, optional services, separately booked hotels and personal itinerary changes are excluded. This commitment does not apply if you cancel your own participation or if the departure was never confirmed in writing. It also applies when Stay Pepper cancels a confirmed departure because of unavoidable and extraordinary circumstances. We provide the calculation after checking the documentation and reimburse the amount due within seven calendar days of receiving the complete documentation. Checking the flight claim does not delay the refund due for the package.

You may transfer the package contract to someone who meets its requirements, notifying us at hello@staypepper.com on a durable medium, such as email, with reasonable notice of at least seven calendar days before departure. You and the replacement traveller are jointly and severally liable for the outstanding price and any additional transfer costs. We explain and document those costs; they must be reasonable and cannot exceed the costs actually incurred because of the transfer. If services have already been purchased in your name, we will charge you, as the transferring traveller, the actual, documented costs of changing the name or cancelling and repurchasing those services for the replacement traveller, after deducting any refunds or recoveries. We will provide a breakdown of these costs before proceeding.

If we must significantly change the main travel services or cannot meet a special requirement we have accepted, we notify you on a durable medium, explaining the change, its price impact, any alternative journey and a reasonable deadline for your decision. You may accept or terminate without a cancellation charge. The notice explains that no reply within that deadline means termination without a charge. A reduction in quality or cost entitles you to an appropriate price reduction. If you terminate and do not accept an alternative journey, we refund all payments without undue delay and within 14 calendar days of termination. Any applicable compensation rights remain unaffected.

Stay Pepper is responsible, within its obligations as organiser, for the proper performance of the services included in the package, including those delivered by other suppliers. If a service does not meet the contract, we must remedy the problem unless this is impossible or entails disproportionate costs, taking account of its seriousness and the value of the affected service. If we fail to remedy it within a reasonable period you set, you may remedy it yourself and seek reimbursement of necessary expenses, subject to the applicable legal conditions. You do not need to set a deadline if we refuse to remedy the problem or an immediate solution is required.

If a significant part of the agreed services cannot be provided, we offer suitable alternatives at no additional cost, where possible of equivalent or higher quality. A lower-quality alternative entails an appropriate price reduction. Your rights to reject unsuitable alternatives, to a price reduction, to compensation and, where the legal conditions are met, to terminate the contract remain unaffected. Our insurance limits do not constitute a general limit on your statutory rights.

If a failure substantially affects the journey and is not remedied within a reasonable period you set, you may terminate without a charge, with any applicable price reduction and compensation. If suitable alternatives are unavailable or you validly reject them because they are not comparable or the price reduction is inadequate, those remedies may also apply without termination. Where the package includes passenger transport, in these cases we also arrange equivalent return transport without undue delay and at no additional cost.

If unavoidable and extraordinary circumstances prevent the return agreed in the contract, we cover necessary accommodation, where possible of equivalent category, for up to three nights per traveller, or longer where applicable EU passenger-rights rules require. This limit does not apply to travellers with disabilities or reduced mobility and their companions, pregnant travellers, unaccompanied minors or travellers needing specific medical assistance, where their particular needs were notified at least 48 hours before departure. We cannot rely on those circumstances to limit accommodation responsibility if the carrier cannot do so under EU rules.

If you are in difficulty, contact us at hello@staypepper.com. We provide appropriate assistance without undue delay, including information about health services, local authorities and consular assistance, help with remote communications and finding alternative travel arrangements. This assistance is separate from the insurer’s assistance service; the insurance documentation will be provided before your journey.

If a service does not match the contract, notify Stay Pepper without undue delay, taking account of the circumstances, using hello@staypepper.com. For a complaint, quote your booking reference, describe the issue and the remedy requested, and include any useful supporting documents. We process the complaint and keep you informed of its progress. Stay Pepper remains responsible for the proper performance of the package services within its legal responsibilities and for providing assistance when you are in difficulty. This procedure does not limit your statutory remedies.

We acknowledge your complaint and respond within 30 days. If the response is unsatisfactory or absent, you may contact the consumer body serving your place of residence. Mediation and arbitration are voluntary; arbitration requires the parties’ acceptance. Your right to seek a judicial remedy remains unaffected.

Valentina Idrofano holds liability insurance policy no. 86630088, RC Global, issued by AXA Seguros Generales, S.A. de Seguros y Reaseguros for travel agency activities. Cover is subject to the policy’s terms, limits, sublimits and excesses. It does not replace personal medical assistance or trip cancellation insurance.

Protection against the organiser’s insolvency is provided by AXA Seguros Generales, S.A. de Seguros y Reaseguros under surety policy no. 72980175, with an insured sum of €100,000 per claim and coverage period. The guarantee concerns refunds of payments for services not performed because of the organiser’s insolvency and, where provided for by the policy, repatriation costs and accommodation before repatriation when transport is included. To invoke the guarantee, you may contact AXA directly at aperturas.empresas@axa.es, quoting the policy and your booking details. Insurer’s registered office: C/ Monseñor Palmer, 1, 07014 Palma de Mallorca, Spain.

The price includes ARAG Travel4All travel insurance with medical assistance up to €50,000 and repatriation subject to the policy terms. The insurance does not include trip cancellation or reimbursement for the unused portion of your holiday. Your insurance documentation will be provided before your journey. For private journeys, details of the included cover are set out in the individual quotation. The exclusion of cancellation insurance does not limit refund rights under the travel contract or applicable law.