Faqs

It is indispensable for any cancellation to be in writing either by sending an email to comercial@yolcar.es or a fax to +34 913 296 318. In the Fees section you can see the cancellation policy for each case. We suggest you review the documentation to be aware of the cancellation deadlines. If you need more information please contact our Customer Service department.

Of course, once the service has begun we will provide you with his phone number so you can be connected during the duration of the service. Prior to the service beginning the contact phone will be that of our Customer Service department: +34 609 432 028 or +34 913 296 186.

The reason the phone number of the driver is given at the specified time is because before the service the driver may be driving and may not attend you. Only in the case of holidays, when our Customer Service department is closed, we will provide you with the phone number of the driver.

Please be aware that in case of possible changes in schedules or routes you must always inform the Customer Service Department, the driver is not authorized to receive such information.

It is a private and personalized service that can perform journeys requested by the customer, both at the times that suit you and as many days and /or hours needed.

The client hires one of the buses in our fleet, depending on the capacity, along with a professional driver of our team who will be always at hand throughout the journey. Everything is included in the Fees we provide you with, e.g. tolls, parking, diesel, etc…. In the event that a single driver could not perform the whole service requested by the customer, since he has to comply with the limited driving hours and repose regulated by the tachograph, from YOLCAR we will advise you about the possibility of hiring the necessary staff to run the complete service and adapt it to your needs.

Whether the service is for a day or more, the customer can set various pick up locations in different places. If necessary you will be advised by YOLCAR to ensure that suitable parking locations are selected.

On long journeys the client can decide where the stops can be made. We are not subject to specific areas of service and may do so as often as they wish and for as long as needed (always bearing in mind the minimum mandatory driver rest times).

In short, it is a tourist service, with a vehicle of great capacity.

Driving hours are the hours a driver can be behind the wheel, in effect, 9 hours daily. Hours of availability is the sum of the driving hours (9) plus waiting times, such as hours spent while the client is visiting exhibitions or during walking tours. By law the driver has a maximum of 14 hours of availability.

In the fees provided we include 10 hours of availability which are ruled by convention and correspond to the working hours of a driver and all those hours in excess, never exceeding 14 hours. They are considered overtime and are billed separately.

Thus, when the service requires it, one can exceed 10 hours of availability (always complying with the maximum 9 driving hours) but adding a small cost per hour to a maximum of 14.

For both the driver and passengers (companions and those more than three years old) it is compulsory to wear a seat belt at all times, according to Royal Decree 445/2006. All our fleet integrated these since 2004.

For more information about mandatory seat belts in vehicles in relation to school transport or penalties for not using these seat belts refer to the following link from ASINTRA, Spanish Federation of Passenger Transport.

1) MANDATORY LIABILITY INSURANCE, covering the guarantees of civil liability for the use of motor vehicles across the European Union:

• a) Mandatory liability insurance, with the limits that in each case the regulations imposes, covers the compensation for damage to persons or property of a third party arising from traffic incidents where insured vehicles are involved and of which the drivers are found responsible thereof.
• b) Payment to the injured or those entitled to compensation giving rise to the civil liability of the drivers.
• c) The provision of penalty fees that may be required by courts.
• d) The defense of civil liability for a damage covered by the policy.

2) VOLUNTARY LIABILITY INSURANCE up to 50.000.000 Euros covering compensation for damage to any person or property of a third party caused by acts of circulation where the insured vehicles intervene and of which the driver is found responsible, provided that such damage exceeds the scope of the mandatory liability insurance.

3) UNLIMITED LIABILITY INSURANCE FOR THE TRANSPORTATION OF SCHOOLARS AND MINORS, in accordance with Royal Decree 443/2001.

the LUGGAGE INSURANCE would cover the loss and damage suffered by the luggage as a result of a traffic accident with coverage of up to 1.200 € per package or suitcase, with a total limit per irreversible damage of 60.000 €.

In compliance with Article 11.e. Royal Decree 1428-1403 General Transportation Rules:

“In the vehicles aimed for public transportation service of people it is prohibited to carry any animal, unless the vehicle included a specific space assigned to it. The exceptions to this rule and always under one’s responsibility are blind people accompanied by dogs, specially trained as companions to them.”

In other words, it is generally forbidden to carry animals inside the bus, but one can enquire whether the bus hired for the service has a designated space for pets.

Our customer service department is available Monday through Friday from 7:00 am to 19:30 pm at the phone +34 913 296 186. During weekends and holidays please call +34 609 076 659.

Faced with an emergency during a service it will always be the driver the one taking charge of the situation and the one determining what to do. There is a protocol of action that the driver will execute in case it is necessary.