Last updated: 21 August 2026.
These Terms and Conditions govern the transport services provided by:
VTC O Pino provides pre-booked passenger transport services in a private hire vehicle with a driver.
As a general rule, services must start in a municipality in Galicia and end in a different municipality, either within Galicia or elsewhere in Spain.
Services where both the pick-up point and destination are located within the same municipality are not accepted. The provision of each service is subject to the transport authorisation, applicable legislation, vehicle availability and the express approval of VTC O Pino.
The booking covers the reserved capacity of the vehicle for the requested journey, with a maximum of four passengers, unless the “Luggage Only” option is expressly selected.
Before submitting a request, the contracting party must provide the required information and expressly accept these Terms and Conditions, the Legal Notice and the Privacy Policy.
Electronic acceptance will have the same validity as written acceptance, without prejudice to the requirements established by transport legislation.
The user must provide the information requested in the booking form, including at least:
Where appropriate, information concerning flights, trains, ferries, luggage, stops or other circumstances connected with the journey may also be requested.
The request must be submitted with the minimum notice shown in the booking form. In all cases, the service is subject to advance booking, review and express approval. The fact that the system allows a request to be submitted does not guarantee that the service can be provided.
Submitting the form only creates a service request that is pending review.
The statuses “pending”, “on hold”, “under review”, “request received” or similar do not mean that the journey has been confirmed.
A booking is not confirmed merely because the bank displays a pending amount, a temporary hold, a card authorisation or a notification from Stripe or WooCommerce.
A booking will only exist once VTC O Pino has approved the service, the authorised amount has been successfully captured and an express confirmation containing the booking reference and essential journey details has been sent.
When submitting the request, the contracting party enters their payment details in Stripe’s secure payment environment. At this stage, the amount is not necessarily charged definitively.
Stripe initially requests a pre-authorisation for the stated amount. This operation verifies the payment method and temporarily reserves the amount while VTC O Pino reviews the request.
Depending on the bank, card network or banking application used, the pre-authorisation may appear as:
This does not mean that VTC O Pino has definitively received the money or that the journey has been confirmed.
By submitting the request, the contracting party authorises VTC O Pino to capture the pre-authorised amount only if the service is approved.
The duration of the pre-authorisation is determined by Stripe, the card network and the issuing bank. Authorisations for online payments are normally valid for a limited period, which may be approximately seven days, although the actual period may vary.
VTC O Pino will manually review the request, taking into account matters including:
If the request is approved, VTC O Pino will instruct Stripe to capture the previously authorised amount.
Internal approval will not be sufficient if the capture is declined, the authorisation has expired or another issue occurs with the payment method. In this case, the booking will not be confirmed and the contracting party may be asked to complete a new payment operation.
Once the amount has been successfully captured, VTC O Pino will complete the actions necessary to formalise the service, including, where applicable:
The communication identified as “Journey confirmed”, “Booking confirmed” or equivalent will constitute proof of the final acceptance of the service.
Capture of the amount alone will not replace the express confirmation where a technical or legal issue prevents the journey from being fully formalised.
If VTC O Pino is unable to accept the service, the request will be rejected and Stripe will be instructed to cancel the pre-authorisation.
No definitive charge will be made in this case.
The time required for the hold or pending transaction to disappear depends on the issuing bank and card network. Even if VTC O Pino cancels the authorisation immediately, the amount may continue to appear as pending until the bank updates the available balance.
If the pre-authorisation expires before the amount can be captured, the request cannot be confirmed using that authorisation.
VTC O Pino may request a new payment operation. A journey will never be considered confirmed if the amount has not been successfully captured.
If the amount has been captured but a technical, operational or legal issue prevents the service from being confirmed, VTC O Pino will:
The time required for the refund to become visible will depend on Stripe, the card network and the issuing bank.
The price corresponding to the journey and selected options will be displayed before the request is submitted.
Unless expressly stated otherwise before booking, the displayed price will be the total price of the service and will include all applicable taxes.
The calculation may be based on the distance, estimated duration, pick-up point, destination, selected options and other objective criteria configured in the booking system.
Distances and journey times provided by mapping services are estimates and may vary due to traffic, roadworks, accidents, weather, diversions or other circumstances beyond the control of VTC O Pino. These variations will not change an agreed fixed price unless the contracting party requests a substantial change to the service.
Once the service has been confirmed, a contract will be generated in PDF format. It may include:
The contract will be sent by email with the confirmation or as soon as technically possible.
A temporary issue affecting the delivery of the PDF will not invalidate a booking that has already been validly confirmed. The contracting party may request another copy by emailing info@vtcopino.com.
Confirmed services will be communicated, where legally required, to the Register of Communications for Private Hire Vehicle Services before the service begins.
VTC O Pino uses VEO Transfer as the technical platform for making this communication.
The communication will contain the information required by law, such as the service provider’s tax identification details, vehicle registration number, contract date and time and the places where the service begins and ends. As a general rule, the RVTC does not require the passenger’s name, identification number, address, telephone number or email address to be communicated.
The contracting party guarantees that all information provided is truthful, complete and up to date.
Errors concerning the pick-up point, destination, date, time, telephone number, email address, number of passengers or luggage may prevent the service from being provided and may be treated as a change or cancellation attributable to the contracting party.
If a booking is made on behalf of another person, the person submitting it declares that they are authorised to provide the necessary information and accept these conditions.
The vehicle has a maximum capacity of four passengers.
The contracting party must correctly select the number of passengers and provide information about bulky luggage, special requirements or objects that may require specific arrangements.
Luggage will only be accepted if it can be safely accommodated in the vehicle.
When the “Luggage Only” option is selected, the purpose of the service is to transport the specified items without passengers, provided that the items are lawful, properly packed and can be transported safely.
Illegal, dangerous, flammable or explosive goods, perishable items without suitable packaging and any objects whose transport is prohibited will not be accepted.
Any requested change to the date, time, pick-up point, destination, stops, number of passengers or service conditions must be communicated as soon as possible.
All changes are subject to availability and must be expressly accepted by VTC O Pino.
Where a change substantially affects the price or organisation of the service, it may be necessary to cancel the original booking, calculate a new price and submit a new request or payment authorisation.
A request for a change will not modify the booking unless and until VTC O Pino expressly confirms it.
Cancellations must be communicated through one of the following channels:
The cancellation period will be calculated by reference to the scheduled pick-up date and time, using Spanish mainland time.
If the request has not yet been confirmed, the request will be cancelled and the release of the pre-authorisation will be requested. No definitive charge will be made.
If a confirmed booking is cancelled more than 24 hours before the scheduled pick-up time, the amount charged will be refunded in full.
If a cancellation is communicated 24 hours or less before the scheduled pick-up time, VTC O Pino may retain up to 100% of the price, taking into account the time of cancellation, the costs incurred, any journeys already made and whether the reserved time can be reassigned.
Any amount retained must be reasonable and proportionate to the circumstances, without prejudice to the rights granted to consumers and users by law.
If the passenger is not present at the agreed place and time and the service cannot be provided despite reasonable attempts to make contact, this will be considered a failure to appear and up to 100% of the price may be retained.
Refunds will generally be made using the same payment method used for the booking. The time required for the refund to appear in the account depends on Stripe and the relevant bank.
Passenger transport services are excluded from the general statutory right of withdrawal applicable to certain distance contracts under consumer protection legislation.
Cancellation of the service will therefore be governed by the conditions established in the preceding section, without prejudice to any mandatory rights granted to the consumer by law.
The contracting party must notify VTC O Pino as soon as possible of any delay affecting a flight, train, ferry or other means of transport.
Providing a flight, train or ferry number may help VTC O Pino monitor the journey, but it does not guarantee indefinite vehicle availability or the automatic acceptance of a new pick-up time.
VTC O Pino will make reasonable efforts to adapt the service where possible. If the change makes the service impossible or conflicts with another confirmed booking, the corresponding change or cancellation conditions will apply.
If VTC O Pino cancels a confirmed service or is unable to provide it for a reason attributable to the service provider, the full amount paid will be refunded.
In the event of a vehicle breakdown, accident, traffic restriction, severe weather, force majeure or other unavoidable circumstance, VTC O Pino will inform the contracting party and take reasonable steps to provide or reorganise the service.
If the service cannot be provided, the pre-authorisation will be released or the amount paid will be refunded, as applicable.
Passengers must respect the driver, the vehicle, road safety rules and any instructions necessary to provide the service safely.
Smoking, consuming illegal substances, damaging the vehicle, distracting the driver and engaging in violent, dangerous, discriminatory or seriously disrespectful behaviour are prohibited.
VTC O Pino may refuse to begin or continue a service if there is a risk to any person, the vehicle or road safety. Any financial consequences will be assessed according to the circumstances and applicable law.
VTC O Pino will be responsible for providing the service in accordance with applicable legislation.
VTC O Pino will not be liable for delays or losses caused by circumstances beyond its control, including accidents, road closures, security checks, unusually heavy traffic, adverse weather or actions by public authorities, provided that it has acted with the legally required level of care.
Nothing in these conditions limits any mandatory consumer rights or any liability that cannot legally be excluded.
The price includes all applicable taxes unless expressly stated otherwise before booking.
The contracting party must provide complete and accurate tax details when requesting an invoice. Invoices may be sent electronically to the email address provided.
Questions or complaints may be submitted using the following contact details:
The complaint should include the customer’s contact details, booking reference and a sufficiently detailed explanation of the issue.
Personal data will be processed in accordance with the Privacy Policy.
Payment information required to manage the pre-authorisation and charge will be processed by Stripe. VTC O Pino does not receive or store the complete card number or its security code.
These conditions are governed by Spanish law.
The parties will attempt to resolve any dispute amicably. Where the contracting party is a consumer or user, jurisdiction will belong to the courts and tribunals determined by consumer protection legislation.
In all other cases, jurisdiction will belong to the courts and tribunals determined by applicable law.
VTC O Pino will retain the electronic contract, confirmation, payment records and related documentation for the periods required by commercial, tax, transport and data protection legislation.
The contracting party may request a copy by emailing info@vtcopino.com.
Preparing secure authorization…
