1. First things first
1.1. What are these T&Cs?
These Terms & Conditions apply only to your purchase of Prime (“Prime T&Cs”) and not to your booking. For all those matters not expressly regulated in these Prime T&Cs, our General Terms and Conditions and the T&Cs of the relevant supplier will apply.
1.2. Who are we?
The provider of Prime is: Vacaciones eDreams S.L., a company duly incorporated in Spain and registered in the Trade Registry of Madrid, with VAT ESB-61965778 and its registered office at Calle de Manzanares, n° 4, Planta 1, Oficina 108, 28005, Madrid, Spain (“us” or “we”).
1.3. How to Contact us?
You can contact us through our online Help Centre, chat box or by telephone using the Prime Line. You can also manage Prime directly through your Prime Account.
We have prepared these definitions that will help you better understand our Prime T&Cs.
Effective Date: the date that you become a Prime customer (as explained in the "How to become a Prime Customer" section) and these T&Cs apply.
Help Centre : the area where we provide further information and helpful tips for you.
Platform: our website, mobile website or application.
Prime Account: the account that will automatically be created for you on the Platform when you select Prime for the first time, through which you can enjoy Prime benefits.
Prime Fare: the preferential total price available on the Platform just for Prime customers.
Prime Fee: the fee you pay for each Prime Term.
Prime Line: the exclusive phone number dedicated to Prime customers. You can find it in your Welcome to Prime Email, in your booking confirmation email and when logged in to your PrimeAccount.
Prime Term: the period of time that you are eligible to use Prime. The Prime Term is renewed automatically. You may have been offered a longer or shorter Prime Term (for example, one, three, six or twelve months) Your Prime Term will be specified in your Welcome to Prime Email. More information is in the “Prime Term and Renewal” section.
Trial Period: the trial period you may be offered during which you can enjoy Prime prior to being charged the Prime Fee, and prior to a Prime Term commencing.
Welcome to Prime Email: the email that we send to you to confirm your Prime account which contains relevant information about your Prime including the Trial Period and PrimeTerm.
Withdrawal Period: the period of time within which you may withdraw by law. More information on how this applies is in the “Right to Withdraw” section.
2. What is Prime?
“Prime” allows you to benefit from a preferential price on your booking (the “Prime Fare”). The Prime Fare applies to Prime customers on bookings made while logged into their Prime Account on our Platforms.
2.1.1. The benefits of Prime available to you will be applied automatically when you use your Prime Account.
2.1.2. Prime will allow you to get Prime Fares for the products/services that during the purchase of Prime were clearly indicated in the list of included benefits. These may include: flight, hotel, car, train bookings (individually or collectively searched, i.e. dynamic packaging) and/or ancillary products (travel insurances, baggage, etc.). Prime Fares will not apply to any product/service that was not expressly indicated during the purchase of Prime and/or when you made the booking.
2.1.3. You must be part of a booking in order to benefit from the Prime Fare. The Prime Fare is available to all persons identified in the booking.
2.1.4. Sometimes we might offer different tiers of Prime (for example Prime Plus) . Your chosen tier may allow you to make bookings for others without you being part of that booking, and/or may give you other benefits. If you are unsure, you can contact us.
2.2. How to become a Prime customer?
In order to become a Prime customer, you need to choose a travel product and select its Prime Fare. Once you have selected the Prime Fare, you need to finalize your booking and confirm your acceptance of these Prime T&Cs. YOU WILL AUTOMATICALLY BE CHARGED THE PRIME FEE ON EXPIRY OF YOUR TRIAL PERIOD. IF YOU ARE NOT ELIGIBLE FOR A TRIAL PERIOD YOU WILL BE CHARGED AT THE TIME OF THE BOOKING.
2.2.1. We will accept your selection of Prime by sending you the Welcome to Prime Email. This is the Effective Date.
2.2.2. In the event that Prime is offered elsewhere, please follow the instructions provided to you.
2.3. How to Create and Use Your Prime Account?
Your Prime Account allows you, when logged in and during the Trial Period / Prime Term, to make bookings under our advantageous Prime conditions.
2.3.1. When you become a Prime customer (as explained above), your Prime Account will be automatically created for you on the Platform based on the email and full name provided by you during your first Prime booking.
2.3.2. You will need to set your password by following the instructions on the Platform or in the Welcome to Prime Email. Alternatively, you can use the “Forgot your password?” option in the Prime Account login section. If you have any problem setting your password, you can contact us.
2.3.3. You must be logged into your Prime Account in order to use Prime and have access to the Prime Fares.
2.3.4. You must keep your personal information in the Prime Account correct and accurate.
2.3.5. You are solely responsible for the use, preservation and privacy of your Prime Account and credentials.
3. Trial Period, Prime Term and Renewal
You are a Prime customer from the Effective Date. The details of Your Trial Period and Prime Term are as follows.
3.1. Trial Period
You may be offered a Trial Period allowing you to enjoy Prime for free for a period of time. If you avail of a Trial Period, your Prime Term shall automatically start when your Trial Period ends. YOU WILL AUTOMATICALLY BE CHARGED THE PRIME FEE WHEN YOUR PRIME TERM STARTS UNLESS YOU CANCEL YOUR PRIME DURING THE TRIAL PERIOD.
3.1.1. You can cancel your Trial Period at any time by following the instructions set out in the "Cancellation" section below.
3.1.2. You can only enjoy one Trial Period. After that, you can purchase Prime again at any time, but you will not be eligible for another Trial Period.
3.1.3. If you purchase Prime without being eligible for a Trial Period, your Prime Term will commence on the date of purchase and you will be charged the Prime fee.
3.2. Prime Term
Your Prime Term commences when your Trial Period (if applicable) ends. Your Prime Term automatically renews. IF YOU DO NOT CANCEL YOUR PRIME BEFORE THE END OF THE TRIAL PERIOD, AT EXPIRY YOUR PRIME TERM WILL IMMEDIATELY BEGIN AND YOU WILL BE AUTOMATICALLY CHARGED THE PRIME FEE.
3.2.1. Your Prime Term will be stated in your Welcome to Prime Email. If you are unsure of the specific Prime Term that applies to you, you can contact us.
WE WILL REMIND YOU ABOUT THE RENEWAL OF YOUR PRIME BEFORE THE END OF YOUR PRIME TERM. IF YOU DO NOT CANCEL YOUR PRIME, THE PRIME TERM WILL AUTOMATICALLY RENEW AND YOU WILL BE CHARGED YOUR PRIME FEE ON RENEWAL.
3.3.1. You can cancel Prime by following the instructions set out in the "Cancellation" section below.
4. Cancellation of Prime and Withdrawal
You can cancel Prime by accessing your Prime Account and choosing the cancellation option, or you can call us on the Prime Line. Please consult the “Prime” section in our Help Centre for more details. THE PRIME FEE WILL NOT BE REFUNDED AND YOU WILL BE ENTITLED TO BENEFIT FROM PRIME FOR THE REMAINDER OF YOUR PRIME TERM. HOWEVER, YOUR PRIME WILL NOT BE RENEWED AT THE END OF YOUR PRIME TERM.
4.1.1. If you are enjoying a Trial Period, you can cancel your Prime before the Prime Term begins. You must do so at least 24 hours prior to the expiration of your Trial Period.
4.1.2. If your Prime Term has already begun, you can avoid the renewal of your Prime. You must do so at least 24 hours prior to the expiration of your Prime Term. You will be entitled to benefit from Prime for the remainder of your Prime Term.
4.1.3. Your right to cancel is separate to your statutory right to withdraw, which is explained in the “Right to Withdraw” section.
4.2. Right to Withdraw
You have a Withdrawal Period of 14 days from the beginning of the first Prime Term or, if applicable, from the beginning of the Trial Period, to withdraw from Prime without giving any reason. This right is separate from, and in addition to, your right to cancel set out in the “Cancellation” section.
4.2.1. To withdraw, it is sufficient for you to communicate your decision to us by calling us on the Prime Line within the Withdrawal Period or using the form provided below. Please keep the booking reference at hand. The booking reference is the 10 numbers you can find in your booking confirmation email.
4.2.2. You can also use this form by completing and sending it to us via email to the email address you will find when logged in to your Prime Account:Withdrawal Form— to Vacaciones eDreams SL— I hereby give notice that I withdraw from my Prime,— full name of Prime Customer: [●]— booking reference and/or email address associated with the Prime Account: [●]
4.2.3. If you exercise your right of withdrawal, we will reimburse your Prime Fee less any discounts applied under the Prime Fares enjoyed during the Withdrawal Period (but not those enjoyed during the Trial Period, if applicable).
Prime Fee and Payment
5.1. Prime Fee
The Prime Fee is due and payable in advance of the start of any Prime Term. IF YOU DO NOT CANCEL BEFORE THE END OF YOUR TRIAL PERIOD, YOUR PRIME TERM WILL AUTOMATICALLY START. IF YOU DO NOT CANCEL BEFORE THE END OF A PRIME TERM, YOUR PRIME WILL AUTOMATICALLY RENEW. YOU AUTHORISE US (WITHOUT FURTHER NOTICE TO YOU UNLESS REQUIRED BY LAW) TO COLLECT THE PRIME FEE USING THE PAYMENT DETAILS REGISTERED IN YOUR PRIME ACCOUNT.
5.1.1. You will only be entitled to benefit from Prime during the Prime Term provided that the Prime Fee has been paid.
5.1.2. You can cancel your Prime at any time by following the instructions set out in the "Cancellation" section. Note that the Prime Fee will not be refunded and you will be entitled to benefit from Prime Fares for the remainder of your Prime Term, however, your Prime will not be renewed at the end of your Prime Term.
5.1.3. The Prime Fee shall be considered the payment for a voucher with a par value equal to the Prime Fee (the “Prime Voucher”). The Prime Voucher shall be redeemed by you during the Prime Term when you make a booking on our Platforms. The Prime Voucher is redeemed against the service fee charged by us for the handling of your booking with a maximum of the par value of the Prime Voucher. Therefore, we will not issue an invoice for the Prime Fee charged until the Prime Voucher is actually redeemed by you. Any unused portion of the Prime Voucher shall expire and shall not be entitled for refund or exchange for any products or further purchases.
5.1.4. We reserve the right to modify the Prime Fee from time to time, for periods not yet paid, and we will give you reasonable notice of any change to the Prime Fee before the end of your Prime Term. The Prime Fee change will take effect at the start of your renewing Prime Term. If you do not accept the Prime Fee change, you may reject it by cancelling your Prime before your Prime Term renews. IF YOU DO NOT CANCEL BEFORE THE END OF A PRIME TERM, YOUR PRIME WILL AUTOMATICALLY RENEW INCLUSIVE OF THE NEW PRIME FEE. Under applicable law, if you continue to use Prime after the Prime Fee change takes effect, you will be deemed to have accepted the new Prime Fee.
We will use the payment details provided by you in your Prime Account to collect the Prime Fee.
5.2.1. We will store the payment details that you provided at the time you selectedPrime and we created your Prime Account, and any subsequent bookings made while logged into your Prime Account. You can update your payment details in your Prime Account at any time.
5.2.2. PAYMENT DETAILS ENTERED MUST BELONG TO YOU OR YOU ARE AUTHORISED TO USE THEM FOR CONTRACTING PRIME. BY ENTERING THE PAYMENT DATA, YOU DECLARE THAT YOU HAVE THE RIGHT TO USE THEM AND ACCEPT SOLE RESPONSIBILITY FOR DOING SO.
5.2.3. You agree that by selecting Prime you accept that those payment details stored in your Prime Account will also be used to collect the Prime Fee due for any subsequent Prime Term.
5.2.4. Should your payment method expire, we will ask you to provide up to date payment information in your Prime Account or in a dedicated renewal payment section. If applicable, we will apply those updated payment details in relation to any other booking that you have made during the Prime Term and to your next Prime Fee.
6. Applicable law, Jurisdiction and Alternative Dispute Resolution
6.1. Applicable Law and Jurisdiction
These Prime T&Cs are exclusively governed by Spanish law. Any dispute relating to their interpretation and/or execution shall be referred to the exclusive jurisdictions of Spanish courts in application of legal provisions in force.
6.2. Alternative Dispute Resolution
In the EU, if you have submitted a complaint to us for any reason whatsoever but you consider our answer to be unsatisfactory, you can follow the alternative dispute resolution procedure detailed below.
6.2.1. Pursuant article 14 of EU Directive n° 524/2013, the European Commission created an online dispute resolution system in order to facilitate an alternative dispute resolution procedure between traders and consumers. For more information on it, please go to https://webgate.ec.europa.eu/odr/.
7. Data protection
7.1. Personal Data
We will process your personal data and payment information to provide you with our services. We are committed to protecting it. For more information on how we collect and process your personal data please see our Privacy Notice.
Please note that you are solely responsible for providing any personal data of other people. All communications and data related to any bookings made using your Prime Account will be sent to the email address registered in your Prime Account. The email address registered in your Prime account is the identification data we use internally to identify you, thus please, if you believe that we are processing a wrong email address, contact us as soon as possible.
8. Other Terms
We reserve the right to update these Prime T&Cs, and will post the updated version on our Platforms.The updated versions of the Prime T&Cs are effective immediately in the following situations:a) Any new Prime purchase,b) Any renewal of Prime, c) Any new Prime bookings when the update of the Prime T&Cs is in your favor.
8.2. Your Obligations
You undertake to use Prime and any of the benefits in good faith, and in accordance with the present Prime T&Cs, applicable laws and, in particular, to not use Prime in an abusive or fraudulent way.
8.2.1 If we detect commercial use, fraudulent use or other misuse (including, but not limited to, a number of bookings made in a one-day period or excessive multiples of people in the bookings, that we may consider to be suspicious or inconsistent with mere personal use), we reserve the right at any moment and without any prior notice to (i) verify the private use of Prime and/or any of the benefits, (ii) deny access to your Prime Account, (iii) terminate your Prime (or subsequent renewal), and (iv) to demand the refund of unduly acquired advantages.
8.2.2. You agree to inform us of any change or information that might interfere with Prime or its benefits.
8.2.3. Prime is reserved for the use of individuals over 18 years old, and solely and exclusively for private use. You undertake to use Prime and any of the benefits exclusively for private use.
8.2.4. You are expressly prohibited from assigning your Prime Account to a third party, using it in a commercial way, or using the identity or Prime Account of another person. We may transfer or assign any of our rights or obligations under these Prime T&Cs without your prior written consent.
9. Updates and previous versions
We might amend these Prime Terms and Conditions from time to time to make sure they are up-to-date. You can visit this page at any time to find out about any changes. We will note the date that revisions were last made to these Prime Terms and Conditions at the bottom of this page, and any revisions will take effect upon posting.