Terms of service
These Terms of Service govern the services offered and managed by STRATOS SIGNATURE MOBILITY SL, with Tax ID B88723739 and registered office at Avenida de Manoteras 24, 2, 28050 Madrid, Madrid, Spain, through the website https://www.stratosrent.com and its other customer service and booking channels.
These terms shall apply, as appropriate, to chauffeur-free vehicle rental services, routes and experiences, services for filming and productions, and private chauffeur-driven transport services managed by STRATOS SIGNATURE MOBILITY SL.
The specific conditions communicated to the customer in each quotation, booking or contract shall prevail over these general terms in relation to matters specifically agreed.
BOOKING REQUESTS AND CONFIRMATION
Requests made through the website, telephone, email, WhatsApp or other contact channels do not, by themselves, constitute a confirmed booking.
For chauffeur-free vehicle rental services, the booking shall only be considered confirmed once STRATOS SIGNATURE MOBILITY SL has verified vehicle availability, the documentation requested from the customer and, where applicable, any additional drivers has been received and approved, and 30% of the total rental amount has been paid as a booking deposit.
Unless otherwise agreed, the remaining balance must be paid at the time the vehicle is delivered.
Payment may be made by card, bank transfer or cash, subject in the latter case to the legal limits applicable at any given time.
REQUIREMENTS FOR CHAUFFEUR-FREE RENTAL
As a general rule, the driver must be at least 25 years old and hold a valid driving licence with a minimum of two years' driving experience.
The driver must also provide a valid ID card, NIE, passport or other valid identification document, together with a valid driving licence and, where required, the corresponding international driving permit.
STRATOS SIGNATURE MOBILITY SL may request additional documentation where reasonably necessary to verify the customer's identity or legal entitlement to drive.
Foreign driving licences will be accepted where they are valid for driving in Spain under applicable law.
AUTHORISED DRIVERS
Only the main driver and any additional drivers who have been previously identified and authorised by STRATOS SIGNATURE MOBILITY SL may drive the vehicle.
Allowing an unauthorised person to drive the vehicle shall constitute a serious breach of the rental conditions and may affect insurance coverage and the customer's liability.
DURATION, DELIVERY AND RETURN
The specific duration of each rental shall be stated in the relevant booking or rental agreement.
Vehicle delivery and collection will be included where expressly stated in the specific booking conditions. Certain locations, times or special services may be subject to additional charges previously communicated to the customer.
The vehicle must be returned on the agreed date, at the agreed time and location, and in substantially the same condition in which it was delivered, except for normal wear and tear resulting from proper use.
A one-hour grace period is allowed after the agreed return time.
Once this one-hour grace period has been exceeded, STRATOS SIGNATURE MOBILITY SL may charge one additional full rental day at the applicable vehicle rate.
Any extension of the rental period must be requested in advance and shall be subject to availability and the express approval of STRATOS SIGNATURE MOBILITY SL.
FUEL
The vehicle must be returned with a fuel level equivalent to the level at the time of delivery.
If the vehicle is returned with a lower fuel level, the customer may be charged for the fuel required to restore that level and, where applicable, any previously disclosed refuelling service charge.
The use of any fuel other than that specified for the vehicle shall be the customer's responsibility, and the customer shall bear any resulting damage and costs.
MILEAGE
Each booking shall include the mileage allowance stated in its specific conditions.
Depending on the vehicle, the rate booked and the duration of the rental, the included mileage may vary, with typical limits ranging between 200 and 350 kilometres per day.
Mileage exceeding the included allowance will be charged at the additional per-kilometre rate communicated to the customer before confirmation of the booking.
TERRITORIAL LIMITS
Unless expressly authorised otherwise, vehicles may only be driven within mainland Spain.
Driving or transporting the vehicle to the Balearic Islands, including Mallorca, Ibiza, Menorca or Formentera, requires the prior express authorisation of STRATOS SIGNATURE MOBILITY SL.
The vehicle may not be taken outside the authorised territory without prior written consent.
A breach of these territorial restrictions may affect insurance coverage and will make the customer responsible for any damages, costs and losses directly resulting from such breach.
USE OF THE VEHICLE AND PROHIBITED ACTIVITIES
The customer must use the vehicle diligently and responsibly and comply at all times with applicable road traffic and road safety laws.
The following are expressly prohibited:
- Driving under the influence of alcohol, drugs, psychotropic substances or any substance that may impair driving ability.
- Allowing unauthorised persons to drive the vehicle.
- Subletting, transferring or lending the vehicle to unauthorised third parties.
- Using the vehicle for illegal activities.
- Using the vehicle to tow or push other vehicles or objects.
- Participating in races, competitions, track days, speed tests, drifting, sporting events or similar activities.
- Driving the vehicle on racing circuits unless specifically and expressly authorised by STRATOS SIGNATURE MOBILITY SL.
- Tampering with the odometer or the vehicle's mechanical, electronic or safety systems.
- Smoking inside the vehicle.
- Using the vehicle outside the authorised territory.
- Making modifications, installations, applying stickers or making any alterations without prior authorisation.
Participation in circuits, track days, races or similar activities shall constitute a serious breach.
STRATOS SIGNATURE MOBILITY SL may immediately terminate the rental, recover the vehicle and apply the security deposit towards damages, costs, loss of insurance coverage, recovery expenses and vehicle downtime resulting from such breach.
Where such amounts exceed the security deposit, the customer shall be responsible for the duly evidenced difference.
PETS
The transport of animals must be consulted with and authorised in advance by STRATOS SIGNATURE MOBILITY SL.
Authorisation may depend on the specific vehicle and the conditions under which the animal will be transported.
The customer shall be responsible for any damage or extraordinary cleaning required as a result of the animal.
VEHICLE CONDITION AND CARE
The customer must keep the vehicle with the level of care reasonably expected and comply with the manufacturer's instructions and any directions given by STRATOS SIGNATURE MOBILITY SL.
The customer may not carry out repairs or other work on the vehicle without prior authorisation, except for urgent actions strictly necessary to prevent greater damage where prior contact with STRATOS SIGNATURE MOBILITY SL is not possible.
Any fault, warning, breakdown or irregular operation must be reported as soon as possible.
EXTRAORDINARY CLEANING
The vehicle must be returned in a reasonable state of cleanliness resulting from normal use.
Where extraordinary cleaning is required due to excessive dirt, stains, waste, odours, smoke or other circumstances attributable to the customer, an extraordinary cleaning charge of EUR 150 may be applied.
Where damage goes beyond simple cleaning, such damage may be separately assessed and charged according to its actual cost.
SECURITY DEPOSIT, INSURANCE AND EXCESS
All chauffeur-free rental vehicles shall be subject to a security deposit or guarantee and to the insurance terms applicable to the specific vehicle.
The amount of the security deposit and insurance excess may vary depending on the vehicle and will be communicated to the customer before the rental is formalised.
The security deposit may be provided by means of a card hold or pre-authorisation.
Where the security deposit is provided by bank transfer, the amount will be paid to STRATOS SIGNATURE MOBILITY SL and subsequently refunded once the relevant checks have been completed, less any amounts duly attributable to the customer.
The existence of an insurance excess does not necessarily mean that all damage is covered by insurance.
Depending on the applicable insurance policy and specific conditions, exclusions may include, among others:
- Damage to wheels and tyres.
- Damage to the underside of the vehicle.
- Interior or upholstery damage.
- Loss of or damage to keys.
- Damage caused by the use of incorrect fuel.
- Damage caused by negligent or prohibited driving.
- Damage caused by unauthorised drivers.
- Damage occurring on circuits, during races or prohibited activities.
- Any other circumstance expressly excluded by the applicable insurance policy.
DAMAGE AND VEHICLE DOWNTIME
The customer shall be responsible for damage attributable to them in accordance with the rental agreement, the applicable insurance terms and applicable law.
Where, as a result of damage attributable to the customer, the vehicle must remain unavailable while being repaired, STRATOS SIGNATURE MOBILITY SL may claim the financial losses resulting from such downtime for the period reasonably necessary to carry out the repair.
The amount claimed must be proportionate to the actual loss suffered and may be supported by repair documentation, technical assessments or other reasonable evidence.
ACCIDENTS AND BREAKDOWNS
In the event of an accident, breakdown, damage, theft or any other significant incident, the customer must immediately notify STRATOS SIGNATURE MOBILITY SL and follow the instructions provided.
In the event of an accident, the customer must, where possible, obtain the details of the other persons and vehicles involved, complete the relevant documentation and cooperate with STRATOS SIGNATURE MOBILITY SL and the insurance company.
Where there are injuries, circumstances requiring it by law, or significant disagreement regarding the accident, the relevant authorities must be notified.
FINES AND PENALTIES
The customer shall be responsible for fines, penalties, toll charges and other consequences arising from offences committed during the period in which the vehicle is under their responsibility.
Where STRATOS SIGNATURE MOBILITY SL receives a request from a public authority to identify the driver or carry out other administrative actions relating to an offence committed during the rental period, an administration fee of EUR 50 may be charged for each such file or procedure, in addition to any amount legally payable by the customer.
CANCELLATION OF CHAUFFEUR-FREE RENTALS
The cancellation policy for chauffeur-free vehicle rentals may vary depending on the vehicle model, season, rental duration, availability and specific booking conditions.
The specific cancellation conditions will be communicated to the customer before the booking is confirmed and will form part of the specific conditions accepted by the customer.
Any amount paid as a booking deposit shall be subject to those cancellation conditions.
Where a vehicle rental for specific dates falls within a legally recognised exception to the right of withdrawal, the applicable law shall apply.
NO-SHOW
Where the customer does not attend at the agreed place, date and time to receive the vehicle or service, without having cancelled in accordance with the applicable conditions, this shall be considered a no-show.
In such cases, amounts already paid shall not be refunded unless expressly agreed otherwise or where required by law.
A no-show may also be deemed to occur where the service cannot be provided for reasons attributable to the customer, such as failure to provide the required documentation or failure to comply with previously communicated rental requirements.
VEHICLE UNAVAILABILITY
If, due to a breakdown, prior accident, technical issue, force majeure or another unforeseen circumstance, the reserved vehicle is unavailable, STRATOS SIGNATURE MOBILITY SL will attempt to offer the customer a vehicle with similar or superior characteristics, subject to availability.
The customer may accept the proposed alternative.
If no reasonable alternative can be offered, or if the customer declines the alternative because it is not equivalent to the service booked, all amounts paid in relation to the service that cannot be provided will be refunded in full.
GEOLOCATION AND TELEMATICS SYSTEMS
Vehicles may be equipped with geolocation, telematics or other devices intended for security, recovery, theft prevention, vehicle condition monitoring or the detection of use contrary to the rental agreement.
Their use shall comply with applicable data protection law and the Privacy Policy of STRATOS SIGNATURE MOBILITY SL.
Such systems will only be used for legitimate purposes related to the security, protection and management of the vehicle.
ROUTES AND EXPERIENCES
STRATOS SIGNATURE MOBILITY SL may offer organised routes or experiences combining the use of one or more vehicles with a pre-designed itinerary and coordination services.
The specific terms of each route, including vehicles, times, itinerary, duration and additional services, will be communicated to the customer before confirmation of the booking.
These services do not require a specific security deposit for the route itself, without prejudice to any specific conditions that may apply to the vehicle and the particular service booked.
All routes must be completed in full compliance with applicable road traffic laws.
The organisation of an itinerary by STRATOS SIGNATURE MOBILITY SL does not authorise any breach of speed limits or traffic regulations.
CANCELLATION OF ROUTES
Routes may be cancelled up to 48 hours before the scheduled start of the service in accordance with the conditions communicated in the booking.
Cancellations made within 48 hours before the scheduled start of the service shall result in the loss of 100% of the amount paid, which shall be non-refundable, unless a different outcome is required by applicable law.
PRIVATE CHAUFFEUR-DRIVEN TRANSPORT
STRATOS SIGNATURE MOBILITY SL may manage and market private passenger transport services with a driver.
The actual transport service will be provided by duly authorised third-party companies or professionals legally entitled to carry out the relevant activity.
STRATOS SIGNATURE MOBILITY SL will manage the commercial and coordination aspects of the service, including customer service, organisation of the request, setting and communicating the price, and coordination with the provider responsible for carrying out the transport.
The price, route, schedule, vehicle, number of passengers and other characteristics will be stated in each booking.
The actual provision of the transport service will also be subject to the specific regulations applicable to the operator that carries it out.
STRATOS SIGNATURE MOBILITY SL shall not be responsible for incidents exclusively attributable to the actual transport provider where such responsibility cannot legally be attributed to STRATOS SIGNATURE MOBILITY SL, without prejudice to any mandatory rights the customer may have under applicable law.
CANCELLATION OF PRIVATE TRANSPORT SERVICES
Unless different conditions are communicated before confirmation, private transport services may be cancelled up to 48 hours before the scheduled start time.
Cancellations made within 48 hours before the service shall result in the loss of 100% of the amount paid, unless a different outcome is required by applicable law.
FILMING, PRODUCTIONS AND EVENTS
STRATOS SIGNATURE MOBILITY SL may make vehicles available for filming, audiovisual productions, photo shoots, advertising events and other similar uses.
For these services, the vehicle shall be accompanied by an operator or other person designated by STRATOS SIGNATURE MOBILITY SL.
The vehicle may only be driven by that operator or by a person expressly authorised to do so by STRATOS SIGNATURE MOBILITY SL and by the operator responsible for the vehicle.
The installation of cameras, mounts, vinyl wraps, stickers, equipment, decorative elements or any temporary modification to the vehicle requires prior authorisation.
The customer or production company shall be responsible for damage directly resulting from installations, handling or use carried out by the customer, its personnel or third parties under its responsibility.
The specific terms of each production may establish schedules, locations, limits of use, vehicle transport, required personnel and any other conditions specific to the service.
FORCE MAJEURE
Neither party shall be liable for failures or delays caused directly by unforeseeable or unavoidable events beyond its reasonable control.
Such events may include, among others, extreme weather conditions, administrative restrictions, emergencies, serious infrastructure disruptions, conflicts, unforeseen restrictions on circulation or similar circumstances.
In such cases, STRATOS SIGNATURE MOBILITY SL will attempt, where reasonably possible, to offer a new date, an alternative or an equivalent solution.
The above shall apply without prejudice to any mandatory consumer rights under applicable law.
DATA PROTECTION
Personal data provided during the request, booking and provision of services will be processed in accordance with Regulation (EU) 2016/679 of 27 April 2016, Spanish Organic Law 3/2018 of 5 December, and any other applicable legislation.
Full information on the processing of personal data is available in the Privacy Policy of STRATOS SIGNATURE MOBILITY SL.
APPLICABLE LAW AND JURISDICTION
These Terms of Service shall be governed by and interpreted in accordance with Spanish law and, where applicable, consumer protection legislation.
For any dispute in respect of which territorial jurisdiction may legally be agreed, the parties submit to the Courts and Tribunals of Madrid, Spain.
Where the customer has the legal status of a consumer or user, the competent courts and tribunals shall be those determined by the mandatory rules on consumer protection and territorial jurisdiction.
