If we cannot confirm your date
Payment is taken when you reserve, and we confirm availability with the operator within 72 working hours. If the date cannot be confirmed, you choose: an alternative date, or a full refund. There is no charge either way.
If the operator cancels
If an experience is cancelled by the operator — for weather, sea conditions, mechanical trouble or any other reason — you choose between an alternative date and a full refund of everything you paid for it.
If the experience is cut short
If an activity begins and is then ended early on safety grounds, we will ask the operator for a proportionate refund 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 operator 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:
- 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 operator 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
Always to the same card or method you paid with. We do not issue refunds to a different account.
We process refunds within 72 working hours of agreeing them. How long the money takes to appear on your statement afterwards depends on your bank, and is usually between three and ten working days.
Prices and VAT
Refunds include the VAT you paid. Where a partial refund applies it is calculated on the total paid, VAT included.
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.
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.