Last updated 10 September 2026
Two amounts, two routes
An experience is paid in two parts, and a refund follows the same split. See How we work.
- What you paid us — our intermediation and management fee. We return this ourselves, to the card you used.
- What you paid the provider — the rest of the price of the experience. That is returned by the provider, under the conditions they gave you. We deal with them on your behalf; you do not have to chase it alone.
If we cannot confirm your date
You pay us when you reserve, and we confirm availability with the provider within 72 working hours. Nothing is due to the provider until your date is confirmed, so at this point the only money involved is ours. If the date cannot be confirmed, you choose: an alternative date, or we return everything you have paid. There is no charge either way.
If the provider cancels
If an experience is cancelled by the provider — for weather, sea conditions, mechanical trouble or any other reason — you choose between an alternative date and a refund. If you take the refund, we return our fee and the provider returns what you paid them. We arrange that with them.
If the experience is cut short
If an activity begins and is then ended early on safety grounds, we will ask the provider for a proportionate refund of their part and pass on whatever we obtain. Where the experience was substantially delivered, no refund is due.
If you cancel
Tell us as soon as you can, in writing to info@mallorcagoat.com or on WhatsApp. Our advisors will always try to move the date rather than cancel.
Cancellation terms are set by the provider of each experience and are stated on the experience itself before you pay. Where an experience does not state its own terms, the following applies, to both parts of the price:
- More than 14 days before — full refund.
- Between 14 and 7 days before — 50% refund.
- Less than 7 days before — no refund, but we will try to move the date.
Charters, private vessels and experiences reserved exclusively for you often carry stricter terms, because the provider holds the whole asset for your date. Those terms are always shown before payment.
Not turning up
If you do not arrive at the meeting point and have not told us, no refund is due.
The right of withdrawal
Under Spanish and European consumer law, the 14-day right of withdrawal does not apply to leisure services booked for a specific date or period. This is set out in article 103.l) of the Spanish consumer law (Real Decreto Legislativo 1/2007). The cancellation terms above apply instead, and in most cases they are more generous.
How refunds are paid
What we return goes back to the same card or method you paid us with. We do not issue refunds to a different account.
We process our part within 72 working hours of agreeing it. How long the money takes to appear on your statement afterwards depends on your bank, and is usually between three and ten working days.
What the provider returns is paid by the method you used with them, on their timescale. We will tell you what that is and follow it up if it is slow.
Prices and VAT
Our fee includes Spanish VAT at the rate in force, and a refund of it includes that VAT. Where a partial refund applies it is calculated on the amount paid, VAT included. The provider invoices and refunds its own part under its own terms.
How to ask
Write to info@mallorcagoat.com with your order number, or message us on WhatsApp at +34 613 069 559. Your order number is in your confirmation email and in your client area. Ask us for both parts: we would rather handle the provider than leave you to it.
If you are not satisfied
Tell us first and we will try to put it right. If we cannot agree, you may take the matter to consumer arbitration or to the courts. Nothing in this policy limits the rights Spanish consumer law gives you, including your rights against the provider that carried out the activity.