Volunteer programs: Terms and Conditions
The present General Terms and Conditions of Contracting are governed by the provisions of Royal Legislative Decree 1/2007, of November 16, on the General Law for the Defense of Consumers and Users and other complementary laws, modified by Royal Decree-Law 23/2018, of December 21, transposing directives on trademarks, railway transport, volunteer travel, and linked travel services, Law 4/2022, of February 25, on the protection of consumers and users against situations of social and economic vulnerability, and by Law 7/1998, of April 13, on general conditions of contracting, as well as by the provisions below.
Any contract with COOPERATING VOLUNTEERS, S.L. is subject to these GENERAL CONDITIONS of sale, which are freely published below so that each volunteer can become acquainted with and verify the purchase and specific terms.
The GENERAL CONDITIONS aim to regulate the contractual terms for the provision of SERVICES by COOPERATING VOLUNTEERS, S.L., and, where applicable, the consideration due from the volunteer to COOPERATING VOLUNTEERS, S.L., for the use by the volunteer of certain SERVICES. The provision of SERVICES will be carried out by COOPERATING VOLUNTEERS, S.L. through the acquisition, provision, organization, use, and management of the technical, human, and operational resources necessary for this purpose, and always and in any case as consideration at the current prices in force at all times when the SERVICES are paid.
Browsing the website https://volunteerabroadcooperating.com/ will not be considered a SERVICE.
The request, management, and payment of services through the website https://volunteerabroadcooperating.com/, owned by COOPERATING VOLUNTEERS, S.L., implies the acceptance of this document by the volunteer who has read, understood, and comprehended the content presented, is a person with sufficient capacity to contract or is assisted by a third party, is over 15 years of age, and accepts all the conditions and terms set forth herein.
These GENERAL CONDITIONS will have an indefinite validity period and will apply to all requests made through the website https://volunteerabroadcooperating.com/.
COOPERATING VOLUNTEERS, S.L. reserves the right to modify these GENERAL CONDITIONS without affecting requests made prior to the modification.
Every user who accesses the website and contracts the services offered by COOPERATING VOLUNTEERS, S.L. (hereinafter, the services or the service, product or products, program or programs) agrees to be bound by these GENERAL CONDITIONS. The user must have read these conditions carefully before contracting the services.
In addition to the content of these GENERAL CONDITIONS, each volunteer program will be subject to PARTICULAR CONDITIONS that will vary depending on the volunteer program selected based on the chosen destination.
It is necessary for the volunteer to read the PARTICULAR CONDITIONS of the chosen volunteer program carefully before proceeding with the selection and contracting of the same. The specific PARTICULAR CONDITIONS can be viewed on each of the web spaces dedicated to each of the volunteer programs, in the pre-contractual information, and in the combined travel contract, with the content of the latter prevailing over the GENERAL CONDITIONS in case of discrepancies.
The purchasing procedure will be carried out in English.
On one side, COOPERATING VOLUNTEERS, S.L., with registered office at Camí del Mig, 125, 2nd floor, door 36, Mataró, 08302, Barcelona, Spain, and email address firstname.lastname@example.org and customer service phone number +34 673 915 819, and on the other side, the volunteer who fills out a form with the required information and requests to participate in one of the volunteer programs offered.
Passport, visa, health, or any other requirements may be subject to change, and the volunteer must verify them before embarking on the trip. It is the volunteer’s responsibility to obtain all necessary documents for their trip, ensure that they are in good condition, and carry them with them.
COOPERATING VOLUNTEERS, S.L. will provide advice to the volunteer on fulfilling these obligations, but it assumes no responsibility if such advice has not been requested or attended to by the volunteer, nor for any additional costs that may be incurred.
It is the volunteer’s responsibility, not COOPERATING VOLUNTEERS, S.L., to ensure that visas and/or permits are in order and valid. Therefore, the volunteer should consult with the respective embassy and/or consulate prior to the trip.
The volunteer will be solely responsible for obtaining the necessary documents for traveling abroad, including a passport, visa, work permit (if necessary), health and accident insurance, and any other personal documents required or indicated by the corresponding consulates and/or embassies. If the volunteer decides to obtain a “visa on arrival” for countries that allow this process, COOPERATING VOLUNTEERS, S.L. will not be held responsible under any circumstances if the visa is denied upon entry, preventing access to the destination country and the continuation of travel plans. In such cases, the volunteer will be considered a “no-show” and will not be entitled to a refund for any unused travel services.
COOPERATING VOLUNTEERS, S.L. is not responsible if entry to a country is denied for reasons such as an incorrect visa, documentation, or passport.
Each volunteer should verify, confirm, and manage their vaccination requirements with their Vaccination Center, including mandatory and voluntary vaccinations, specific to their type of travel and destination. COOPERATING VOLUNTEERS, S.L. only suggests and provides advice on health procedures, which are mere travel recommendations. COOPERATING VOLUNTEERS, S.L. recommends that volunteers visit their medical center/Vaccination Center three months before the start of the program.
The volunteer’s placement in the volunteer program cannot be confirmed until the Registration Fee has been fully paid.
COOPERATING VOLUNTEERS, S.L. provides volunteers with three options for the “Registration Fee.” Depending on the option selected, the refund conditions in the event of voluntary cancellation by the volunteer vary:
1. BASE REGISTRATION FEE 210 EUROS
- More affordable
- Book your volunteer placement by initiating the process with our team at COOPERATING VOLUNTEERS, S.L.
- Change the destination/program up to 90 days before the original volunteer start date, subject to a management fee of 25€.
- The Registration Fee is NON-REFUNDABLE in case of cancellation.
- If you cancel, your spot is not reserved for future travel dates.
For the registration of all volunteers who contract their volunteer program within the framework of a Partnership Agreement signed between COOPERATING VOLUNTEERS, S.L. and their educational institution, the BASE REGISTRATION FEE will apply, and at the time of registration, they must present a document confirming that they are currently pursuing their studies at the center.
The Registration Fee for all volunteers who contract their volunteering through a Retail Travel Agency with which COOPERATING VOLUNTEERS, S.L. has signed a distribution agreement will be determined by the Retail Travel Agency.
The details of the Program Costs are described on each program page. All internet-related, banking, or bank transfer transaction costs must be covered by the volunteer. The costs of different programs may be subject to changes, but this will not affect volunteers who have already paid their Registration Cost. Program Costs must be paid thirty (30) days before the start of the volunteer program. If the reservation is made within 30 days prior to the volunteer program start date, the payment of the Program Cost will be made at the time of the volunteer’s request. Failure to make this payment may result in the volunteer losing their spot without any refund of the Registration Cost.
Payment of the Program Cost does not guarantee the exact execution of the selected program. Therefore, in certain developing countries, volunteers may need to be flexible. At times, a shortage of local staff, changes in the institutions where programs are conducted, arbitrary decisions by authorities at the destination, and local holidays, among other factors, may slightly modify the selected program. In such cases, the volunteer will be offered participation and will be relocated to different projects offered by the same partner organization.
The Program Cost for all volunteers who contract their volunteer program within the framework of an Agreement signed between COOPERATING VOLUNTEERS, S.L. and their educational institution will have the REGISTRATION FEE paid deducted from the PROGRAM C0ST as a reservation.
The Program Cost for all volunteers who contract their volunteer program through a Retail Travel Agency with which COOPERATING VOLUNTEERS, S.L. has signed a distribution agreement must be paid according to the terms and deadlines determined by the Retail Travel Agency.
Being a volunteer involves traveling, cooperating, and working in some parts of the world where certain situations may arise that could pose potential personal risks. The volunteer acknowledges and assumes the consequences arising from any of these risk situations, of any nature, that may occur during the duration of this volunteer agreement.
Volunteer placements are often in areas where the level of accommodation, transportation, security, hygiene, telecommunications facilities, infrastructure development, and medical services may not be equivalent to what is available in the volunteer’s home country or what one might expect to find on conventional vacation trips.
COOPERATING VOLUNTEERS, S.L. will not assume any responsibility beyond what is legally required in the event of accidents, injuries, loss of personal belongings, or even in cases of third-party liability in the event of death, and any other similar circumstances that are not attributable to them. The volunteer commits to fully assume responsibility; however, COOPERATING VOLUNTEERS, S.L. will offer assistance, support, and help to the volunteer at their destination as required by law.
The volunteer understands that during their trip, certain situations may occur, including but not limited to accidents or illnesses in remote areas without medical facilities, situations of political instability, and unavoidable natural circumstances at the destination. The volunteer assumes all risks associated with the trip to the maximum extent allowed by law and acknowledges that volunteering requires a certain degree of flexibility. They understand that the itinerary, accommodation, and means of transportation may be subject to change without notice due to specific situations. Additionally, they acknowledge that COOPERATING VOLUNTEERS, S.L. has contracts with a network of partners, companies, NGOs, charitable organizations, government agencies, and individuals throughout the country to collaborate during the volunteer program.
The volunteer agrees to indemnify COOPERATING VOLUNTEERS, S.L. and its associated organizations for any claims, demands, losses, costs, expenses, fees, or damages that may arise and/or result, directly or indirectly, from the volunteer’s failure to comply with these terms and conditions as a result of their behavior, omissions/actions, violations, or non-compliance with the services and duties expected and required of volunteers.
COOPERATING VOLUNTEERS, S.L. is not responsible for any violation of the laws or regulations of the country visited by the volunteer.
The volunteer must adhere to the rules established by the partner organization, the work institution where volunteer services are provided, or the host family. Breaking these rules will result in expulsion from the program without any right to a refund for services not enjoyed. The possession, use, and/or consumption of illegal drugs in the destination country are also strictly prohibited and will lead to immediate expulsion from the program without any right to a refund for services not enjoyed. The volunteer agrees to comply with the code of conduct of the partner organization.
Furthermore, repeated receipt by COOPERATING VOLUNTEERS, S.L. and/or its local partner organizations of comments regarding the volunteer’s inappropriate attitude and/or behavior toward other volunteers, the local population, or local partner organizations, these being mere illustrative examples and not exhaustive, or the negative atmosphere created by the volunteer within the workgroup in which they are enrolled, may result in immediate expulsion from the program without any right to a refund for services not enjoyed.
Religious and/or cultural festivals of each community, as well as local festivals, among others, are sometimes unknown to the organizers. Therefore, the provided calendar is merely indicative, and the volunteer program may be affected and/or modified by religious and/or cultural celebrations. Additionally, the institutions where the volunteer will carry out their service may, at times, unilaterally decide to close for reasons beyond the control of the organizer.
COOPERATING VOLUNTEERS, S.L. will provide:
- Support to the volunteer by COOPERATING VOLUNTEERS, S.L. staff before their arrival in the destination country where they will volunteer, during the hiring process, and until the volunteer program begins.
- Accompaniment of the volunteer from their arrival at the airport in the destination country to the location where the volunteer project will take place, as long as it is indicated in the PARTICULAR CONDITIONS of each specific volunteer program.
- Information in an orientation meeting before the start of the volunteer program to clarify any doubts related to the operation and logistics.
- Comfortable, safe, and nearby accommodation at the volunteer’s project location, along with other volunteers.
- Complete and balanced meals according to the standards of the destination country during the volunteer’s work period.
- Support to the volunteer to ensure their comfort in carrying out their project through regular meetings.
- 24/7 support to volunteers who are in the destination.
- A letter/certificate or diploma for inclusion in the resume, upon the volunteer’s request.
Detailed information about the available volunteer programs can be found on the website https://volunteerabroadcooperating.com/.
For any additional questions or concerns, users can contact the email address: email@example.com.
Regarding Medical Volunteer Programs, IMPORTANT NOTE!
The Medical Volunteer Program carried out by volunteers from the healthcare field who have not completed their training and/or are not registered in the corresponding Professional College, and/or those who do not have Professional Liability Insurance providing coverage for activities at the destination, will involve providing care and assistance under the supervision and guidance of a Health Professional meeting the aforementioned requirements. Their role in the Medical Volunteer Program will consist of assisting and supporting Healthcare Professionals.
Any person can participate in volunteer programs. COOPERATING VOLUNTEERS, S.L. requires those aged 15 and older to provide a signed authorization from a parent/guardian.
Volunteers between the ages of 10 and 15 can participate accompanied by a parent/guardian with their authorization.
Individuals who wish to enjoy a volunteer program accompanied by children under 10 years of age should send an email to the address firstname.lastname@example.org to request additional information.
The volunteer can participate in multiple programs in the same destination (country) and only needs to pay a single Registration Cost.
If a volunteer wishes to participate in several programs in the same destination, they should indicate this in the application or via email before booking the volunteer trip.
The number of hours dedicated to each volunteer program varies depending on the project, but in general, programs are conducted from Monday to Friday for approximately 4 hours per day.
Traveling with insurance that covers at least on-site assistance is mandatory for participating in any volunteer program offered by COOPERATING VOLUNTEERS, S.L.
COOPERATING VOLUNTEERS, S.L. provides volunteers with a travel insurance option, which can be independently purchased through the COOPERATING platform. The insurance product is intermediated by Villamuza & Cea, S.L. Asegurados Solidarios, with Europ Assistance as the insurance company.
Depending on the selected registration option, a different cancellation policy will apply, and the refund amount may also vary.
If you choose the BASE REGISTRATION FEE of 210 EUROS:
- The Registration Fee is non-refundable in case of cancellation
- The Program Cost is non-refundable in case of cancellation if you cancel within less than 30 days before the original volunteer start date.
For the registration of all volunteers who contract their volunteering within the framework of an Agreement signed between COOPERATING VOLUNTEERS, S.L. and their educational institution, the Refund and Cancellation Policy for the BASE REGISTRATION FEE will apply.
The Cancellation Policy applicable to volunteers who contract their volunteering through a Retail Travel Agency with which COOPERATING VOLUNTEERS, S.L. has signed a distribution agreement will be determined by the Retail Travel Agency and will be informed to the volunteer in accordance with the currently applicable regulations.
INDEPENDENCE OF COOPERATING WITH RESPECT TO COLLABORATING COMPANIES
COOPERATING VOLUNTEERS, S.L. will maintain its independence from those collaborating entities through which it markets its volunteer trips under agreements. No joint responsibility will be demanded from it beyond its management scope, except as stipulated by applicable law.
Additionally, COOPERATING VOLUNTEERS, S.L. will maintain its independence from those entities whose services it recommends under agreements. No joint responsibility will be demanded from it beyond its management scope, except as stipulated by applicable law.
In accordance with Chapter V of the GDPR, by accepting these terms and conditions, you expressly agree that your data may be sent to the countries where COOPERATING VOLUNTEERS, S.L. has collaborating entities working. If you do not authorize this, we would not be able to process your volunteer application. From our organization, we will make every effort to ensure that your data is treated with the utmost confidentiality and security. In any case, you can request more information about the processing and destination of your data.
1. Volunteer Travel: It is the type of travel in which at least two travel services are combined for the same trip or vacation, provided that the combination is formalized in a single contract, regardless of whether the volunteer requests it or not. Volunteer travel is also considered when, even though it is formalized in multiple contracts:
- It is carried out through one of our sales points.
- The combination of travel services is selected before the volunteer consents to payment.
- It is offered, sold, or invoiced by the organizer or, if applicable, by their collaborating entities at a fixed global price.
- It is advertised by the organizer or, if applicable, by their collaborating entities as ‘volunteer travel’.
- These contracts empower the volunteer to choose from a selection of different travel services.
Finally, travel volunteer contracts are also those contracts formalized at https://volunteerabroadcooperating.com/ (through an online reservation process) in which the volunteer enters into a single contract with the entrepreneur but multiple contracts with service providers chosen by the volunteer, no later than 24 hours after the confirmation of the last reservation.
Volunteer travel is also considered when it combines a travel service (transport, accommodation, and vehicle rental) and additionally one or more tourist services, provided that:
- The tourist services represent an equal or greater proportion than 25% of the combination’s value and are advertised as an essential feature of the combination, or
- The tourist services have only been contracted after the execution of one travel service (transport, accommodation, and vehicle rental) has commenced.
2. Travel Service: Travel services include passenger transport, accommodation when it is not an integral part of passenger transport and is not for residential purposes, car rental (Royal Decree 750/2010, of June 4), and any other tourist service that is not an integral part of the previously mentioned travel services.
3. Volunteer Travel Contract: This is a contract that is formalized in a single contract for the entire travel package or the formalization of multiple contracts for each of the travel services included in the offered volunteer travel.
4. Start Date of Volunteer Travel: It is the day when the execution of the travel services included in the contract begins.
5. Repatriation: The return of the volunteer to the point of departure or any other location agreed upon by the contracting parties.
6. Non-Conformity: The failure to execute or incorrect execution of the travel services included in a volunteer travel contract.
7. Volunteer: Any person who intends to enter into a contract or has the right to travel under a contract.
8. Entrepreneur: The entity that serves volunteers in person or online, whether acting as an organizer, collaborating entity, or a business that provides travel services or a provider of travel services.
9. Organizer: An entrepreneur who directly combines and sells or offers volunteer travel, either on their own or jointly with another entrepreneur.
10. Collaborating Entity: A separate entrepreneur from the organizer who sells or offers volunteer travel on behalf of an organizer.
11. Minor: Any person under the age of eighteen.
12. Unavoidable and Extraordinary Circumstances: These are situations that are beyond the control of the party claiming the situation, and the consequences of which could not have been avoided even if all reasonable measures had been taken.
13. Point of Sale: This refers to any retail sales facility, whether physical or online, or a similar online retail sales device, even when these websites or devices are presented to volunteers as a single device, including a telephone service.
14. Establishment: Access to non-salaried economic activity and its exercise, as well as the establishment and management of businesses, especially companies, under conditions established by legislation, for an indefinite duration, particularly through stable infrastructure.
15. Precontractual Information: Precontractual information is the information that the organizer or, where applicable, its collaborating entities are required to provide to the volunteer before the volunteer becomes bound by any contract or offer.
The described conditions apply to requests made through the website https://volunteerabroadcooperating.com/ and requests made by third-party entities with which COOPERATINGVOLUNTEERS, S.L. has formalized collaboration agreements.
The images published on https://volunteerabroadcooperating.com are of places and volunteer programs.
The currency used for payment of the request and the program will exclusively be the euro.
The volunteer agrees not to contact the associated organizations of COOPERATING VOLUNTEERS, S.L. directly, which have been made known through COOPERATING VOLUNTEERS, S.L., and will not establish any agreements with them without the approval of COOPERATING VOLUNTEERS, S.L., except for:
- To confirm travel details and arrangements.
- To provide information to the associated organization, including photos and images, social media comments, blogs, etc.
COOPERATING VOLUNTEERS, S.L. commits to adapt the fulfillment of its commitments to the concurrent circumstances at any given time, which may vary substantially considering the conditions of the service subject to agreement.
COOPERATING VOLUNTEERS, S.L. reserves the right to interrupt or alter any aspect of the services provided at any time for reasons of force majeure or other equivalent or duly justified reasons, always considering the volunteer’s interest and the volunteer activity’s purpose.
COOPERATING VOLUNTEERS, S.L. does not organize air transportation or design the travel itinerary until the start of the volunteer trip in the destination country.
Volunteers are solely responsible for obtaining and maintaining all necessary documents to enter the country of origin and stay in it, as well as any documents required for transit through a connecting country, and all other travel-related documents.
COOPERATING VOLUNTEERS, S.L. will provide the volunteer with a copy of the volunteer travel contract formalized by the parties, making it available in the specific section designated for such purposes on the Volunteer Panel of the website https://volunteerabroadcooperating.com/.
All conditions that regulate the contracted volunteer travel will be an integral part of the volunteer travel contract, specifically the GENERAL TERMS set forth in this text, the precontractual conditions, and the PARTICULAR TERMS agreed upon between COOPERATING VOLUNTEERS, S.L. and the volunteer.
1.A) The price of the volunteer travel includes:
- The price of the services contracted (passenger transport, accommodation, activities detailed in the program, etc., as specified for each of the programs), whether formalized in a single contract or multiple contracts.
- Commissions, surcharges, and additional costs.
- The provision of assistance by the organizer or, if applicable, by its collaborating entities, if the volunteer is in difficulties, especially in cases of extraordinary and unavoidable circumstances and those established in the relevant regulations.
- The ability to request assistance when facing difficulties and assistance in filing a complaint for any non-conformity experienced by the volunteer during the trip.
1.B) The price of the volunteer travel does not include:
Any other service not specifically specified in the contract, such as:
- Vaccination certificates.
- “Extras” such as: coffees, wines, spirits, mineral waters, laundry and ironing services, phone usage, TV rental, and, in certain destinations, internet connection via WIFI.
- Any similar services offered by the establishment at a separate cost from the main contracted service.
- Additional taxes in specific destinations, which may vary based on the establishment’s category and the destination. These fees will be paid directly at the hotel, and the volunteer is solely responsible for paying them.
- Airport entry/exit taxes in locations where they are applicable.
1.B)i) Volunteer Tours
Once the trip is booked, volunteers, from the Volunteer Panel, can proceed to book additional/optional services, such as, for example, booking a “safari” at the destination, which will not be an integral part of the package travel.
For operational reasons, from the COOPERATING VOLUNTEERS, S.L. Volunteer Panel, you can only make a reservation for the service. The service must be paid to the service provider at the destination.
1.C) Price Modifications
The price of the volunteer travel has been calculated based on exchange rates, transportation fares, and fuel costs. Due to the constant rise in oil prices or other energy sources, the price of the volunteer travel may be modified after the booking and confirmation, by the organizer, or if stipulated in the formalized contract, by its collaborating entities.
Depending on the destination, the volunteer may be required to pay as an integral part of the total price of the volunteer travel, landing, embarkation, or disembarkation fees, as specified in the previous section. These amounts may be modified by third parties not directly involved in the execution of the volunteer travel and, as a result, may be changed by the agency.
Regarding the Tourist Tax, it is a tax applied by certain countries’ hotels. The volunteer should check if such a tax exists for their destination.
Due to changes in the applicable currency exchange rates for the volunteer travel, COOPERATING VOLUNTEERS, S.L. may modify the travel price.
- Any price modifications resulting from any of the reasons mentioned above will be communicated by COOPERATING VOLUNTEERS, S.L. to the volunteer, along with the justification for the increase and its calculation in a durable medium, no later than twenty natural days before the travel start date.
Whenever the travel contract grants the organizer or, if applicable, its collaborating entities, the authority to modify the price, the volunteer has the right to a reduction in the price corresponding to any decrease in the costs mentioned in this section that occur between the date of confirmation of the volunteer travel reservation and the travel start date. In the case of a price reduction, the organizer and, if applicable, its collaborating entities, have the right to deduct the actual administrative expenses from the refund due to the volunteer.
1.D) Reduction of Price and Compensation for Damages and Losses:
The volunteer is entitled to an appropriate reduction of the price for any period during which there has been a non-conformity, unless COOPERATING VOLUNTEERS, S.L., or its collaborating entities can demonstrate that the non-conformity is attributable to the volunteer.
The volunteer is entitled to receive appropriate compensation from COOPERATING VOLUNTEERS, S.L., or, if applicable, its collaborating entities for any damage or loss suffered as a result of any non-conformity. The compensation shall be paid without undue delay.
The volunteer shall not be entitled to compensation for damages and losses if COOPERATING VOLUNTEERS, S.L., or, if applicable, its collaborating entities demonstrate that the non-conformity is:
- attributable to the volunteer;
- attributable to a third party unrelated to the provision of the contracted services and unforeseeable or inevitable, or
- due to unavoidable and extraordinary circumstances.
To the extent that international agreements binding the European Union limit the scope or conditions of compensation payments by travel service providers included in a volunteer travel, the same limitations shall apply to the organizers and their collaborating entities. In other cases, the contract may limit the compensation to be paid by the organizer or its collaborating entities, provided that such limitation does not apply to intentional bodily harm or harm caused by negligence and that the amount is not less than triple the total travel price.
Any right to compensation or price reduction as provided by law shall not affect the rights of volunteers as provided in:
- Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to air passengers in cases of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91.
- Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on the rights and obligations of rail passengers.
- Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents.
- Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 on the rights of passengers when traveling by sea and inland waterway and amending Regulation (EC) No 2006/2004.
- Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16 February 2011 on the rights of bus and coach passengers and amending Regulation (EC) No 2006/2004.
- International agreements.
Volunteers have the right to file claims under applicable law, these regulations, and international agreements.
Compensation or price reduction granted under the law and that granted under these regulations and international agreements shall be set off against each other to avoid overcompensation.
1.E) Agreed Payment Method
The parties will agree on the established payment method in the contract, whether it is in cash or in installments, although the full amount must be paid before the departure date. In the event that the price has not been received, it will be understood that the volunteer unilaterally cancels the contract with the expenses and penalties established in the contract signed between the parties or, in the absence of that, as established in RDL 1/2007.
There are three payment methods available, and additional information will be provided after the receipt of the application form: through bank transfer, PayPal, or payment with a bank card.
The volunteer may send messages, requests, or complaints regarding the execution of the volunteer travel directly to COOPERATING VOLUNTEERS, S.L. For the purpose of compliance with terms or prescription periods, the acknowledgment of receipt of messages, requests, or complaints will be considered received when the volunteer receives the acknowledgment of receipt from COOPERATING VOLUNTEERS, S.L.
COOPERATING VOLUNTEERS, S.L. and its collaborating entities must provide appropriate assistance without undue delay to the volunteer in difficulties, especially in cases of unavoidable and extraordinary circumstances, particularly by:
- supplying appropriate information about healthcare services, local authorities, and consular assistance;
- assisting the volunteer in establishing long-distance communications; and
- helping find alternative travel arrangements.
COOPERATING VOLUNTEERS, S.L. and, if applicable, its collaborating entities may charge a reasonable fee for such assistance if the difficulty has been intentionally or negligently caused by the volunteer. This fee will not exceed the actual costs incurred by COOPERATING VOLUNTEERS, S.L. or its collaborating entities under any circumstances.
If it is impossible to ensure the volunteer’s return as agreed in the contract due to unavoidable and extraordinary circumstances, COOPERATING VOLUNTEERS, S.L. or, if applicable, its collaborating entities will cover the necessary accommodation costs, if possible of an equivalent category, for a period not exceeding three nights, with the excess cost being borne by the volunteer.
The volunteer travel contract, except as provided in the previous section, may be unilaterally modified by COOPERATING VOLUNTEERS, S.L., or its collaborating entities, before the start of the volunteer travel, provided that the change is insignificant, the contract formalized with the volunteer allows for such modification, and the volunteer is informed of this alteration in price in a durable medium.
However, in cases where COOPERATING VOLUNTEERS, S.L. is compelled to modify any of the main features of the volunteer travel as contained in the pre-contractual or contractual conditions or proposes to the volunteer an increase in the price of the volunteer travel by more than eight percent (8%) of the total price, always before the start of the volunteer travel, the volunteer will have the option to accept the proposed change or terminate the contract without penalty.
In the event that the substitute volunteer travel, as modified, is of lower quality or cost, the volunteer is entitled to a reduction in price.
Modifications to the contract terms must be promptly communicated to the volunteer, including information regarding the impact of the modification on the total price of the volunteer travel, the deadline for the volunteer to communicate their decision to accept or reject the modifications and the consequences if the volunteer does not respond, and, if applicable, the substitute travel offered and its price.
In the event that the volunteer requests voluntary changes to their volunteer travel, the prices of the services may not correspond to those published in the brochure or pre-contractual conditions that led to the contract.
Notwithstanding the above, once registered and before the start of the program in the destination, the volunteer can change the start date and duration of the program. These modifications will, in any case, be subject to availability and may, in some cases, entail a change in the initially agreed price by the parties. Each additional change to the start date or program duration will incur an administration fee of €45, unless it is free of charge based on the selected Registration Cost type.
For the volunteer to have the ability to assign the volunteer travel contract to another person, the assignee must meet all the conditions applicable to that contract and must be communicated to COOPERATING VOLUNTEERS, S.L. in advance with reasonable notice of at least seven (7) natural days before the start of the volunteer travel.
Both the assignor and the assignee will be jointly responsible for the payment of the outstanding amount, as well as any additional expenses incurred due to the assignment. COOPERATING VOLUNTEERS, S.L. must provide the assignor with proof of the additional expenses.
Any request for handling the assignment will incur an administration fee of €45.
The volunteer travel must be fully paid for the volunteer to receive all the services of their trip. In the event that payment is rejected for any reason, the reservation will be canceled, with prior notification provided to attempt to resolve the payment issue.
If the total payment as agreed in the terms and conditions is not received, it will be assumed that the volunteer withdraws from the trip, and the provisions outlined in the section “Resolution of the Volunteer Travel Contract by the Volunteer” will apply.
In the event that COOPERATING VOLUNTEERS, S.L. or its collaborating entities terminate the volunteer travel contract, they must return or reimburse the amounts already paid by the volunteer within a period not exceeding fourteen natural days from the end of the volunteer travel.
A volunteer who does not show up at the scheduled departure time of the contracted volunteer travel will not be entitled to any refund of the amount paid unless there is a different agreement between the parties.
Regarding the travel insurance purchased by the volunteer, in no case will the premium paid by the volunteer be refundable.
- Payment with authorization/bank transfer: For the payment of reserved services through the COOPERATING VOLUNTEERS, S.L. website and for security reasons, in some cases, the agency may request a specific payment authorization (accompanied by the documentation required by the travel agency) or the payment must be made through any public sales office of the commercial network of COOPERATING VOLUNTEERS, S.L., or, as applicable, via bank transfer, depending on the specific case.
At any time, but always before the start date of the volunteer trip, the volunteer may terminate the contract with a penalty imposed by COOPERATING VOLUNTEERS, S.L. or its collaborating entities.
The volunteer travel contract may establish a standard penalty depending on the days remaining until the start date of the volunteer trip, starting from the day the intention to terminate the contract is communicated.
If no standard penalty is specified in the volunteer travel contract, the penalty amount will be equal to the price of the volunteer trip, minus the cost savings and revenues resulting from the alternative use of travel services.
In cases where the contracted and canceled services, which are part of the volunteer trip, are subject to special economic conditions for cancellation, the cancellation fees will be determined by the provider of each service.
When, as a result of changes in the contract conditions of the volunteer trip, the volunteer does not accept a replacement trip, COOPERATING VOLUNTEERS, S.L. or its collaborating entities will refund the volunteer the amounts paid without applying penalties, within a maximum period of fourteen calendar days from the date of contract termination.
The following are entitled to terminate the contract and receive a full refund of the volunteer travel price:
- Those volunteers in whose contracted trips unavoidable and extraordinary circumstances occur at the destination or nearby, significantly affecting the execution of the trip or passenger transport to the destination.
- If any of the essential elements of the volunteer trip is significantly modified, other than the price.
- In the event that the company responsible for the volunteer trip cancels it before the trip begins, the volunteer will also be entitled to compensation.
- In the event of non-performance of services that substantially affect the execution of the volunteer trip, and the organizer or its collaborating entities fail to resolve the issue.
- In cases of exceptional circumstances, such as serious safety problems that may affect the trip, volunteers will also not have to pay any penalties.
Volunteers have the right to a price reduction and/or compensation for damages and losses in the event of non-performance or improper performance of travel services.
The volunteer, in accordance with Article 97.1.l and 103.1 of RDL 1/2007, does not have the right to withdraw from the volunteer travel contract, except when the volunteer travel contracts are concluded outside the business premises. In that case, the volunteer will have a period of fourteen calendar days to exercise their right to withdraw, without justification.
COOPERATING VOLUNTEERS, S.L., or its collaborating entities, may cancel the volunteer travel contract, compensating the volunteer for the total payments they have made, but without assuming liability for compensation, provided that the legal conditions established in RDL 1/2007 are met.
COOPERATING VOLUNTEERS, S.L. will be responsible for errors resulting from technical defects occurring in the booking system that are attributable to it, as well as for errors made during the booking process when COOPERATING VOLUNTEERS, S.L. has accepted to manage the booking of a volunteer trip.
COOPERATING VOLUNTEERS, S.L. will not be responsible for booking errors attributable to the volunteer or caused by exceptional and extraordinary circumstances.
COOPERATING VOLUNTEERS, S.L. and, where applicable, its collaborating entities, will be responsible for ensuring the proper fulfillment of the travel services included in the contract, according to their respective areas of travel management. This applies regardless of whether these services are provided by them directly or by other service providers. However, the volunteer may direct complaints regarding non-compliance or defective performance of the services included in the volunteer trip to either COOPERATING VOLUNTEERS, S.L. or its collaborating entities. They will be obligated to provide information about the existing liability regime, process the complaint directly or refer it to the relevant party based on the scope of their management and inform the volunteer about its progress, even if it is outside their area of management.
Whoever is responsible for the volunteer will have the right to claim back against the service provider responsible for non-compliance or defective performance of the contract, depending on their respective scope of travel management.
When COOPERATING VOLUNTEERS, S.L. or its collaborating entities provide compensation, offer a price reduction, or fulfill other obligations as required by the law based on their scope of management, they may request reimbursement from third parties who contributed to the occurrence of the event that led to the compensation, price reduction, or other obligations.
The volunteer must promptly inform COOPERATING VOLUNTEERS, S.L. or its collaborating entities of any non-compliance observed during the execution of a travel service included in the contract.
If any of the services included in the trip are not performed in accordance with the contract, COOPERATING VOLUNTEERS, S.L. and, where applicable, its collaborating entities, must rectify the non-compliance unless it proves impossible or involves a disproportionate cost, taking into account the seriousness of the non-compliance and the value of the travel services affected. If the non-compliance is not rectified according to this section, the price reduction and compensation for damages will apply.
Subject to the exceptions specified in the previous section, if COOPERATING VOLUNTEERS, S.L. or its collaborating entities do not rectify the non-compliance within a reasonable period set by the volunteer, the volunteer may rectify it themselves and request reimbursement of necessary expenses. The volunteer is not required to specify a time limit if the travel organizer or, where applicable, its collaborating entities refuse to rectify the non-compliance or if an immediate solution is required.
When a significant portion of the travel services cannot be provided as agreed in the volunteer travel contract, COOPERATING VOLUNTEERS, S.L. or, where applicable, its collaborating entities will offer suitable alternative options at no additional cost to the volunteer. These alternatives should ideally be of equivalent or higher quality than those specified in the contract, allowing for the continuation of the volunteer trip, even if the volunteer’s return to the place of departure cannot occur as originally planned.
If the alternative options proposed result in a volunteer trip of lower quality than specified in the contract, COOPERATING VOLUNTEERS, S.L., or its collaborating entities where applicable, will apply an appropriate price reduction to the volunteer.
The volunteer can only reject the proposed alternative options if they are not comparable to what was agreed upon in the volunteer travel contract or if the granted price reduction is inadequate.
When non-compliance significantly affects the execution of the trip, and COOPERATING VOLUNTEERS, S.L., or its collaborating entities, do not rectify it within a reasonable period established by the volunteer, the volunteer may terminate the contract without paying any penalties and request, if applicable, both a price reduction and compensation for damages.
If the volunteer trip includes passenger transportation, COOPERATING VOLUNTEERS, S.L., and where applicable, its collaborating entities, in the cases mentioned in the two previous paragraphs, will also repatriate the volunteer using equivalent transportation without undue delay and at no additional cost.
If it is impossible to ensure the volunteer’s return as agreed in the contract due to inevitable and extraordinary circumstances, COOPERATING VOLUNTEERS, S.L., or its collaborating entities, will bear the cost of necessary accommodation, preferably of an equivalent category, for a period not exceeding three nights per volunteer. When European regulations on passenger rights applicable to the respective means of transportation for the volunteer’s return specify longer periods, those periods will apply.
The cost limitation referred to in the previous section will not apply to disabled or reduced mobility individuals as defined in Article 2(a) of Regulation (EC) No. 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when traveling by air, and their accompanying persons, pregnant women, and unaccompanied minors, as well as people with specific medical assistance needs, if their particular needs have been communicated to the organizer or, where applicable, their collaborating entities, at least forty-eight hours before the start of the trip. COOPERATING VOLUNTEERS, S.L., and its collaborating entities cannot invoke inevitable and extraordinary circumstances to limit their liability if the carrier cannot rely on these circumstances under European regulations.
If the organizer or its collaborating entities become insolvent, the volunteer will be reimbursed for their payments.
In the event that the organizer or, where applicable, its collaborating entities become insolvent after the start of the volunteer trip, and this trip includes transportation, the repatriation of the volunteers will be ensured.
Insolvency guarantee: COOPERATING VOLUNTEERS, S.L. has taken out an insolvency protection guarantee with AXA SEGUROS GENERALES, SOCIEDAD ANÓNIMA DE SEGUROS Y REASEGUROS, located at C/ Monseñor Palmer, 1, 07014, Palma de Mallorca, mediated by INTERMUNDIAL XXI, S.L. (Paseo de Recoletos 27, 4th floor, 28004, Madrid), at 91 542 02 09, email@example.com. The competent authority is the DIRECCIÓ GENERAL DE TURISME, located at Passeig de Gràcia, 105, 08008, Barcelona, with the telephone number 93 484 95 00, in case COOPERATING VOLUNTEERS, S.L. becomes insolvent.
If services are denied due to the insolvency of COOPERATING VOLUNTEERS, S.L., the volunteers can get in touch with this entity or, where applicable, with the competent authority.
In compliance with Organic Law 3/2018, of December 5, on Personal Data Protection and the guarantee of digital rights, as well as European Regulation 2016/679 on the protection of individuals regarding the processing of personal data and the free movement of such data, the agency and the volunteer commit to respecting and complying with the current regulations on this matter.
In the event that you do indeed contract with the agency, information related to data protection will be provided to the volunteer by the agency at the time prescribed by the law. Similarly, you can view our privacy and data protection policy at https://volunteerabroadcooperating.com/general-privacy-policy/.
Actions derived from rights recognized in the law shall be subject to a statute of limitations of two (2) years, which shall commence on the day of the contract’s execution.
This website is subject to Spanish law, and in the event of a dispute or controversy arising from the use of this website, both parties submit to the jurisdiction of the courts in the city of Barcelona. This submission clause to the courts of the city of Barcelona shall not apply to disputes with website users who, according to current legislation or who hold consumer status, in which case the service provider and the user agree to submit any dispute that may arise from the provision of the products or services covered by these Terms to the Courts and Tribunals where the user is located.
Likewise, the service provider and the user may submit their disputes to arbitration procedures provided for in arbitration and consumer and user protection legislation, as well as to out-of-court dispute resolution procedures established through codes of conduct or other self-regulation instruments.
If you are not satisfied with the contracted products or services and you are a customer within the European Union, except for Spanish customers, you can use the following link to file a complaint: http://ec.europa.eu/consumers/odr/