Terms of Service

1. Who we are

These Terms of Service ("Terms") govern the relationship between Tenerife, Curated, a personalised holiday curation business operating from Tenerife, Canary Islands, Spain ("we", "us", "Tenerife, Curated"), and any person or group who engages us to curate and arrange holiday services in Tenerife ("you", "the client").

By instructing us to proceed with a proposal, approving a Trip Concept or Draft Itinerary, paying a deposit or balance, or otherwise confirming a booking, you accept these Terms in full. Submitting a trip brief through our website's enquiry chat requires ticking a box confirming you accept these Terms and our Privacy Policy; that confirmation is kept as part of your enquiry record. If you do not agree to these Terms, please do not instruct us to proceed.

2. What we do — and what we deliberately don't

Tenerife, Curated provides a personalised holiday curation and concierge service. Based on your stated preferences, budget and requirements, we design a proposed trip and, once you approve it at each stage, source and arrange the individual third-party services that make up your trip — which may include accommodation, private transfers, car hire, grocery/fridge stocking ("Holiday Pantry"), restaurant reservations, private chef services, excursions and activities, and event or celebration coordination.

Two things are deliberately outside our service, and you remain responsible for them:

• Flights. We do not sell, book, or hold any liability for flights. You are responsible for booking your own flights, ensuring you have valid travel documents (passport, visa, ETIAS or other entry requirements) and arriving/departing on time. We may advise on suitable flight windows to fit your itinerary — this is guidance only and not a booking service.
• All-inclusive resort stays. We do not offer or arrange all-inclusive resort holidays. Our accommodation recommendations are independent boutique apartments, villas and hotels.

We act throughout as your booking agent and curator, never as the principal supplier of accommodation, transport, dining or activities. Each accommodation provider, restaurant, driver, activity operator or other supplier we arrange on your behalf (a "Supplier") is an independent business, and your contract for that specific service is with the Supplier, on the Supplier's own terms and conditions, unless we tell you otherwise in writing for a specific booking.

3. How a trip comes together — three documents, two approvals

Our process is designed so nothing is booked, and no further payment is ever due, without your explicit approval at each stage:

1. Trip Concept. After your enquiry, we send a high-level proposal: the shape of the trip and an indicative all-in price. Nothing is booked and no payment is due yet. This may include an early sketch of the days ahead, without fixed dates or times.
2. Deposit. If you approve the Trip Concept, a deposit (currently 30% of the indicative price) is payable immediately, on approval — not on a fixed calendar date. The deposit secures your dates with us and authorises us to begin real, detailed planning: sourcing and provisionally holding real accommodation, transport, dining and experience options with Suppliers.
3. Draft Itinerary. Once detailed planning is done, we send the full day-by-day plan built from real Supplier options, clearly marked not yet booked. You may request changes before approving.
4. Balance. If you approve the Draft Itinerary, the outstanding balance is payable immediately, on approval. Real bookings with Suppliers are confirmed only once the balance is received in full.
5. Trip Book. Once bookings are confirmed, you receive your final, fully booked holiday package: a day-by-day itinerary with a calendar, confirmation references, and your Holiday Helpline contact details.

Because both the deposit and the balance are triggered by your approval rather than by a fixed number of days before arrival, if you approve close to your arrival date both payments may fall due in rapid succession, and some Suppliers may not be securable at standard rates or availability on short notice. We will flag this to you before you approve if it applies to your trip.

A Trip Concept or Draft Itinerary is a proposal, not a guaranteed booking. Sourced options may become unavailable before you approve and pay; if that happens we will offer a suitable alternative before proceeding. A booking is only confirmed once we have received Supplier confirmation and communicated this to you in writing.

4. Fees, payment and currency

Our pricing is made up of (a) our curation, planning and concierge fee, and (b) the cost of the third-party services booked on your behalf, which we pass on at the price charged by the Supplier unless stated otherwise. These are itemised separately in our internal records and available to you on request; the amount you are quoted is a single all-in price unless you ask for a breakdown.

All prices are quoted in euros (€) unless otherwise stated. Documents we issue to request payment ("proformas" or "payment requests") are not tax invoices; a tax invoice (factura), where legally required, is issued separately through our accountant/gestor or certified invoicing software, referencing the same booking. Card and bank transfer details are provided at the point of payment.

Prices are based on Supplier rates and availability at the time of proposal and may change if not confirmed promptly; we will notify you of any material price change before taking payment or confirming a booking.

5. Changes and cancellations

5.1 Cancellation by you

Because we pass your payments on to independent Suppliers, cancellation terms are ultimately set by each Supplier and will be confirmed to you in writing at the time of booking. As a general framework:

• Our own curation/planning fee (the deposit) is non-refundable once work on your Trip Concept has begun, unless we fail to deliver the agreed service.
• Supplier costs (accommodation, transfers, experiences, dining, Pantry) are refundable only to the extent each Supplier's own cancellation policy allows, less any non-recoverable costs we have already reasonably incurred on your behalf.
• We will always tell you the applicable cancellation deadlines and any non-refundable elements before you pay a deposit or balance.

5.2 Changes by you

We will do our best to accommodate itinerary changes after booking, subject to Supplier availability and any change fees the Supplier applies. A reasonable administration fee may apply for significant changes requested close to arrival.

5.3 Cancellation or change by a Supplier, or force majeure

If a Supplier cancels or materially changes a confirmed booking, or if performance becomes impossible due to force majeure (see Section 12), we will use reasonable efforts to source a suitable alternative and will pass on any refund we receive from the Supplier, less costs already reasonably incurred. We are not liable for losses caused directly by a Supplier's failure or by force majeure events outside our control.

6. Suppliers, liability and your responsibilities

We select Suppliers with care and only work with providers we have vetted. However:

• Each Supplier is solely responsible for the service they provide — including the safety and condition of accommodation, the quality of a meal, the conduct of a driver or guide, and compliance with applicable local law and licensing.
• Our liability is limited to the proper selection and booking of Suppliers on your behalf, and to services we provide directly (planning, coordination, concierge support, the Holiday Helpline). We are not liable for the acts, omissions, insolvency or negligence of any independent Supplier, except where required by mandatory Spanish or EU consumer law.

You are responsible for:

• The accuracy of the information you give us, including dietary requirements, allergies, medical needs, ages of travellers, and passport/travel document validity.
• Holding adequate travel insurance covering cancellation, medical costs, personal liability and belongings for the full duration of your trip. We strongly recommend this and may decline to proceed with certain adventure or watersports bookings without confirmation of appropriate cover.
• Complying with the rules, check-in/out times, house rules and local laws that apply to each Supplier's property or activity, and with any waiver, briefing or requirement a Supplier imposes directly.
• Any damage you or your party cause to accommodation or equipment, which may be charged directly by the Supplier (e.g. via a security deposit).
• The conduct, safety and welfare of every member of your travelling party, including minors.

7. Assumption of risk — activities and excursions

Some excursions and activities we arrange on your behalf — including but not limited to hiking, watersports, diving, off-road driving, volcano and high-altitude activities — carry inherent risks that cannot be entirely eliminated. By booking such an activity, you and each member of your party acknowledge and accept those inherent risks, confirm that you consider yourselves fit to take part, and agree to comply with the relevant Supplier's own safety briefing, waiver and requirements — which may require a separate signature at the point of the activity and is a matter between you and that Supplier.

8. Limitation of liability

To the fullest extent permitted by law, our total liability to you arising out of or in connection with our services — whether in contract, tort (including negligence), or otherwise — is limited to the total curation and planning fee actually paid to us for the relevant trip. We are not liable for indirect, incidental or consequential loss, including loss of enjoyment, disappointment, loss of holiday time, or loss of profit, beyond what mandatory law requires.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our own negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under Spanish or EU law.

9. Your indemnity to us

You agree to indemnify and hold Tenerife, Curated harmless from and against any claims, damages, liabilities, costs and reasonable legal expenses arising out of or in connection with: (a) your breach of these Terms; (b) inaccurate, incomplete or misleading information you provide to us or to a Supplier; (c) your or your travelling party's violation of any applicable law or a third party's rights; or (d) your or your travelling party's wilful misconduct, negligence, or failure to follow a Supplier's safety instructions, house rules or activity waiver. This indemnity does not apply to the extent a claim arises from our own negligence, wilful default, or breach of these Terms.

10. Use of our website

You may use tenerifecurated.com for your own personal, non-commercial purpose of researching and enquiring about a trip. You must not scrape, copy, republish or commercially exploit its content, attempt to interfere with its operation or security, or submit false or malicious information through our enquiry chat. We aim to keep the site accurate and available but do not guarantee uninterrupted access, and we are not liable for losses arising from temporary unavailability or from links to third-party sites we do not control. Browsing the site or starting a trip brief does not, on its own, create a contract between us — a contract is only formed as described in Section 1.

11. Intellectual property

Itineraries, proposals, written recommendations, the Trip Concept, Draft Itinerary, Trip Book, and any original content we create for you remain our intellectual property and are licensed to you for your personal use in connection with your own trip only. They may not be resold, redistributed, or used to build a competing itinerary or service, without our written consent. All website content, branding, and the Tenerife, Curated name and logo are our property or used under licence.

12. Force majeure

We are not liable for any failure or delay in performing our obligations where this is caused by circumstances beyond our reasonable control, including but not limited to extreme weather, natural disaster, volcanic activity, wildfire, public health emergency, war, terrorism, strikes or industrial action, government restriction, denial of entry, or significant failure of transport, power, or communications infrastructure. In such cases we will use reasonable efforts to minimise disruption and to pass on any recoverable refunds from Suppliers, but we are not liable for losses caused directly by the event itself.

13. Data protection

We collect and use personal data (including preferences, dietary and other special category data where you choose to share it) to design and deliver your holiday, as set out in our Privacy Policy. By providing this information you consent to it being shared with the relevant Suppliers strictly for the purpose of fulfilling your booking.

14. Complaints and dispute resolution

If something goes wrong during your trip, contact us as soon as possible via the Holiday Helpline (phone or WhatsApp +34 615 310 318) so we can try to resolve it in real time with the relevant Supplier. After your trip, complaints should be sent in writing to hello@tenerifecurated.com within 30 days of your return. If a complaint concerns a specific Supplier's service, we will support you in raising it with that Supplier, and will fairly account for any refund or compensation we recover on your behalf.

As a consumer resident in the EU, you may also be entitled to use the EU's Online Dispute Resolution platform (ec.europa.eu/consumers/odr) or to refer unresolved consumer disputes to the relevant Spanish consumer authority. Nothing in these Terms prevents you from exercising any statutory right you hold as a consumer.

15. General

• Entire agreement. These Terms, together with the written booking confirmation for your trip, form the entire agreement between us and supersede any prior discussion for that trip.
• Severability. If any provision of these Terms is found unenforceable, the remainder continues in full force, and the unenforceable provision will be read down to the minimum extent needed to make it enforceable.
• No waiver. A failure by us to enforce any provision of these Terms is not a waiver of our right to do so later.
• Assignment. You may not transfer your booking to another person without our consent, which will not be unreasonably withheld, subject to any Supplier restrictions. We may assign or subcontract our obligations to a suitably qualified party, without reducing our responsibility to you.
• Changes to these Terms. We may update these Terms from time to time; the version in force at the time of your Trip Concept approval applies to your trip.
• Right to decline or terminate. We may decline an enquiry, or terminate an engagement before deposit, at our discretion. After a deposit is paid, we may terminate for non-payment, abusive conduct towards our team or a Supplier, or provision of materially false information, in which case Section 5 applies to any refund.

16. Governing law and jurisdiction

These Terms are governed by Spanish law. Any dispute arising from these Terms or your booking will be subject to the non-exclusive jurisdiction of the courts of Santa Cruz de Tenerife, Spain, without prejudice to any mandatory consumer-protection rights you have to bring proceedings in your own country of residence under EU law.

17. Contact