Terms and Conditions
By using this website and booking through TrueMallorca, you agree to the applicable terms and conditions as follows:
Introduction
TrueMallorca is a brand and service of TravelSECRET GmbH, based in Zurich, SWITZERLAND. All information about TravelSECRET GmbH as the operator of TrueMallorca’s websites and services can be found in the imprint. The domains true-mallorca.com, travelsecret.ch, überraschungsreise.ch, travel-secret.de, travel-secret.at, travelsecret.at, überraschungsreise.at, travel-secret.eu, and travelsecret.eu are owned and operated by TravelSECRET GmbH. The following general terms and conditions apply to the products offered by TravelSECRET GmbH (hereinafter TrueMallorca) and govern the relationship between TrueMallorca and its customer (hereinafter Customer) and between TrueMallorca and the service providers chosen by the company (hereinafter Organizer). TravelSECRET GmbH is based in Switzerland, and thus the Customer books a trip with a Swiss travel provider under the conditions customary in Switzerland. The following general terms and conditions have been valid since 01/01/2020 and remain in effect until TrueMallorca updates or changes them accordingly. These general terms and conditions are binding, and the purchase of any products offered by TrueMallorca through various channels by the Customer leads to a binding agreement.
1. Terms of Use
TrueMallorca acts as a service provider for booking travel services such as hotels, flight tickets, and travel tips. Correct entry of customer data, especially contact details and date of birth, is mandatory for proper booking. Subsequent changes incur costs borne by the Customer. Our contractual obligation is limited to the mediation of the offered flights and hotels; the airlines and hotels are responsible for the execution.
2. Booking Process and Contract Conclusion
The booking process for TrueMallorca is as follows: The Customer selects a travel date, the number of nights, the number of travelers, and desired additional services. The Customer then sends a free booking request and receives a booking offer with a price that is binding for 24 hours. By clicking “Accept Offer,” a binding contract is concluded, the travel price is due, and TrueMallorca books the selected services. The completed TrueMallorca trip does not cover tourist taxes that are levied at some destinations: These must be paid by the traveler directly on-site upon arrival. The travel price includes the selected services during the booking process; costs for transfers, meals, excursions, and travel insurance are not included unless additionally booked. These must be organized by the Customer. It is also the Customer’s responsibility to inform themselves about the applicable entry and visa requirements and to carry the necessary documents, especially valid entry documents, at all times. If departure or return or entry is refused due to invalid travel documents, the Customer bears the sole costs for rebooking; no refund is provided by TrueMallorca. After successful contract conclusion, TrueMallorca books the services selected by the Customer with airlines and hotels on behalf of the Customer. The hotels and the duration of the trip, as well as the stay in the individual regions, are chosen by TrueMallorca. The Customer receives the required flight and hotel confirmations by mail at least 5 days before departure. TrueMallorca reserves the right to change certain travel components (flight, hotel, etc.) in case of irregularities – provided timely delivery of the new travel documents. The Customer has no right to a specific hotel, flight, or other service. The information letter contains all information about departure times if a flight booking has taken place. The Customer is advised to arrive at the airport at least 120 minutes before departure to ensure check-in. The documents include another envelope containing the travel destination and detailed information about the trip. This can be opened either directly or at the airport, depending on the Customer’s preference.
3. Terms of Use and Responsibility
TrueMallorca acts as a service provider for booking a trip with various components. To ensure the correct execution of the offered trips, other service providers, such as airlines or hotels (hereinafter Organizer), are required. TrueMallorca is not responsible for the correct execution and the services offered by the Organizer. TrueMallorca provides the necessary support to the Customer if they are dissatisfied with the Organizer’s services. It is the Customer’s responsibility to inform themselves and fully comply with the Organizer’s requirements. These include, but are not limited to, the following: baggage regulations, safety regulations, boarding regulations and times, behavior rules, check-in and check-out regulations, hygiene regulations, COVID-19 regulations, etc. If the Customer does not comply with the Organizer’s policies and requirements, TrueMallorca is not responsible. The Organizer may apply appropriate measures in such cases. The Organizer may ultimately refuse services to the Customer if they consider the non-compliance with the requirements or norms by the Customer to be serious. Nevertheless, TrueMallorca offers the possibility to provide the necessary support and advice to the Customer in case of a dispute with an Organizer. However, TrueMallorca does not guarantee to meet the needs of the Customer and/or the Organizer. TrueMallorca is not responsible for matters or issues outside its control. These issues include, but are not limited to, the following: force majeure, natural disasters, terrorist threats, airport closures, airspace closures, national emergencies, epidemics/pandemics, health-threatening situations, strikes, massive flight cancellations, air traffic problems, etc. TrueMallorca is not responsible for problems with the services offered by the Organizer in the following situations – and without limitation: flight delays, flight cancellations, overbookings, hotel changes, problems due to hotel infrastructure, hotel service problems, etc.
4. Payment Terms and Vouchers
The amount paid is due immediately and in advance. TrueMallorca will only organize the trip after payment has been made. Any fees, such as for excess baggage or special requests at the hotel, are to be borne by the Customer. Vouchers must be entered in the text field during the booking process. Cash payout of voucher credits is excluded. Generally, only one promotional voucher (voucher for discounts and promotions) can be redeemed per booking process.
5. Withdrawal or Cancellation
Cancellation of the trip is not possible; the concluded contract is binding, and payment is due immediately. Cancellation fees amount to 100% of the paid travel price. Withdrawal due to dissatisfaction with the selected travel components is also excluded. We recommend taking out cancellation and travel baggage insurance. TrueMallorca focuses on executing travel bookings on behalf of the Customer and therefore does not offer insurance. If desired, insurance must be taken out with an insurance company. We recommend taking out the desired insurance directly after booking if immediate insurance coverage is desired. TrueMallorca assumes no liability for cancellations, travel withdrawals, or damaged travel baggage and is not responsible for the provision of booked flights and hotel reservations. It is possible that some countries may conduct health checks upon entry and may refuse entry due to illness. The responsibility for self-assessment of health status lies with the Customer, and no refund will be provided if entry is refused due to illness.
6. Flight Delays and Irregularities
The punctuality and reliability of booked flights are the responsibility of the organizers (airlines). In case of irregularities, the organizers (airlines) are independently liable, and any claims for damages must be directed to the organizers (airlines). In case of irregularities on the part of the hotels, the hotels are also liable, not TrueMallorca. If the trip cannot take place on the originally planned travel date with the planned flight, TrueMallorca can organize an adjustment of the travel program for the planned travel date. TrueMallorca is a member of FAIR Reisegarant and offers you a corresponding travel security certificate in case of insolvency/bankruptcy of TravelSECRET GmbH.
7. Complaints and Support
Of course, we are always striving to ensure the Customer has an unforgettable travel experience. If difficulties arise, we naturally try to support the Customer as much as possible. If the Customer has reason for complaints during the trip, they must be reported to TrueMallorca immediately. This is a necessary prerequisite for the later assertion of claims for compensation by the Customer and also enables a solution to be found in most cases. The Customer is also required to sufficiently document the defect. Claims for compensation cannot be made on-site. The request for compensation and the sufficiently documented description of the defect must be submitted in writing by the Customer to TrueMallorca no later than 3 weeks after the end of the trip. Complaints can be submitted in writing. For booking support or questions, TrueMallorca can also be contacted at the specified address. If these conditions are not met, any claim for compensation expires.
8. Liability
TrueMallorca is not liable for the provision of booked flights and hotels; this is the responsibility of airlines and hotel operators – any claims must be directed to them. TrueMallorca guarantees the Customer a selection of other organizers involved in the trip (airlines, railway companies, hotels, and travel service providers) corresponding to the Customer’s booking, as well as an accurate travel description on TrueMallorca’s websites. TrueMallorca’s liability is, as far as permissible, limited to the travel price and only covers direct damage, provided it can be proven. If international agreements or national laws contain limitations or exclusions for damages from non-performance or incorrect contract performance, TrueMallorca is only liable within the framework of these agreements and laws. International agreements and national laws with liability limitations and exclusions exist particularly in the transport sector (such as air transport, shipping, and rail transport). Further liability of TrueMallorca is excluded in these cases. According to point 6, TrueMallorca assumes no liability if program changes must be made due to flight delays, cancellations, or strikes. TrueMallorca is also not liable for program changes due to force majeure, official orders, or delays by third parties. It may happen that transport is refused to the Customer due to advanced pregnancy; TrueMallorca rejects any liability in this case. TrueMallorca recommends the Customer take out travel cancellation and travel baggage insurance. Claims against TrueMallorca expire within one year after the contractual end of the trip. Shorter or mandatory longer limitation periods due to applicable national and international law remain reserved.
9. Data Protection
TrueMallorca guarantees the protection of personal data. The personal data entered by the Customer is only passed on to airlines and hotels for the organization and booking of travel components. Beyond this, no personal data is passed on. We point out that TrueMallorca uses Google Analytics. The exact data protection regulations can be viewed under the separate menu item Data Protection. TrueMallorca uses the data for its own advertising purposes. The Customer has the option to revoke the use by TrueMallorca at any time.
10. Property Rights
All content published on TrueMallorca’s websites operated by TravelSECRET GmbH is the property of TravelSECRET GmbH and its licensors. Copying and/or redistribution of content and images is prohibited. Copyright by TravelSECRET GmbH, 2025.
11. Jurisdiction
The place of jurisdiction is Zurich, Switzerland. Swiss law applies.