Terms and conditions

1. Legal Notice

TWIM Advisors SL is a limited liability company registered in the Commercial Registry of Madrid in Volume 28123, Folio 145, Section 8, Sheet M-506681, Entry 1, with Tax ID B86026333 and registered address at C/ de Hortaleza, 75 – 3º Izda., 28004, Madrid.

2. Acceptance of the Terms and Conditions

By using the services of TurTrip, owned by TWIM Advisors SL, you accept and agree to comply with these Terms and Conditions, which govern the purchase and use of data eSIMs for travelers.

TurTrip reserves the right to modify these Terms and Conditions at any time. Any changes will be communicated through our website, and the modifications will come into effect from the moment they are published. Continued use of our services after the update implies acceptance of the new terms.

These Terms and Conditions apply to all services provided by TurTrip related to the sale and resale of prepaid eSIMs. To access our services through the website, acceptance of these terms is mandatory.

In the case of future specific agreements between the User and TurTrip, these may be subject to additional terms and conditions, which will be published in due course on our website.

We recommend printing or saving a copy of these Terms and Conditions for future reference. By using our services, you confirm your commitment to comply with the rights and obligations that apply to all parties involved.

3. Description of Services

TurTrip offers prepaid data eSIMs for travelers that enable connectivity in various countries. Our services include the purchase and activation of eSIMs through our website and mobile app.

3.1. eSIM Sales

Users can register, purchase, and activate eSIMs directly through our website https://www.turtrip.com .

3.2. Registration

To access and use the services of TurTrip, all customers must accept these Terms and Conditions, as set out in Section 1. During the registration process, the following basic personal information will be requested:

• Full name
• Last name
• Email address

This information is required to complete your eSIM purchase and process transactions through our website.

With the aim of improving the user experience and optimizing our services, TurTrip reserves the right to request additional information when necessary, always ensuring compliance with current data protection laws. Any changes in data collection will be notified to the user through the usual communication channels.

The user may register to purchase an eSIM through our website. By registering, the user must also accept our Terms and Conditions, Privacy Policy, and Cookie Policy, which will be available for review during the registration process.

3.3. TurTrip's Commitments

TurTrip is committed to doing its best to provide a quality service. However, we do not guarantee that the service will be free of interruptions, failures, or delays, as the quality of the service partly depends on local network operators.

3.4. Customer Commitments

The customer agrees to use TurTrip’s services legally and not to engage in abusive, illegal, or fraudulent activities that may harm the network or services. If the customer breaches this obligation, TurTrip reserves the right to suspend access to the services. During any suspension period, the customer will remain responsible for any outstanding payments related to the contracted services.

3.5. Device Compatibility

It is the customer’s responsibility to ensure that their device is eSIM-compatible and not locked by their network carrier. Device compatibility may vary depending on the carrier and country of origin. The customer must verify that their device is compatible prior to purchase. By confirming that their device is compatible, the customer assumes responsibility for the accuracy of the information provided.

The list of eSIM-compatible devices is updated regularly, but it may not include recently announced devices.

4. Commencement, Term, and Termination of the Contract

4.1. Commencement of the Contract

The service agreement between TurTrip, owned by TWIM Advisors SL, and the user comes into effect once the purchase of the eSIM has been completed through our website https://www.turtrip.com . The activation of the eSIM is the sole responsibility of the user, who must follow the provided instructions for its proper installation and use.

By purchasing and activating an eSIM, the user agrees to pay all applicable charges in accordance with the selected data plan.

4.2. Term of the contract

The duration of the contract will depend directly on the data plan the user has purchased. The contract will remain in effect until the data plan expires or the available data allowance is used up.

Even if your data allowance has been used up, the eSIM will remain active on your device, but it will not provide additional connectivity until you purchase a new data plan. You can remove the eSIM from your device at any time through the device settings, although we recommend waiting until your data plan has been fully used up or has expired.

4.3. Termination of the Contract

The contract will be automatically terminated in the following cases:

• Once the data plan has expired or the available data has been used up, depending on the duration of the plan you signed up for.
• If the user decides to remove the eSIM from their device before the data plan expires.
• If TurTrip suspends the use of the service due to a breach of these Terms and Conditions, including the violation of any applicable legal regulations.

Once the contract has ended, if the user does not remove the eSIM from their device, it will remain deactivated and no additional guarantees will be provided regarding its functionality. TurTrip will not be responsible for the operation of the eSIM once the contract has ended.

4.4. User Responsibility

The user is responsible for verifying that their device is compatible with eSIM technology and is not locked by their network operator. Additionally, the user is responsible for the proper care and use of the eSIM once delivered. In the event of loss or damage to the device before the full activation of the eSIM, the user will remain responsible for the full payment.

The user agrees to:

4.4.1. Use the eSIM in accordance with these Terms and Conditions.

4.4.2. Comply with all applicable laws and regulations in the country where you are located or normally reside while using the eSIM.

4.4.3. Not use the eSIM to carry out fraudulent, illegal, or criminal activities, nor to alter, damage, or disrupt the network or services provided by TurTrip.

4.4.4. Not use the eSIM to copy, store, modify, publish, or distribute commercial information of TurTrip, except in cases where express authorization has been granted.

4.4.5.  Do not use the eSIM to download, send, or upload content that is excessively large, voluminous, or frequent, as this may compromise service quality for other users or overload the network.

4.4.6.  Do not use the eSIM in a manner that infringes on the intellectual property rights of third parties.

The user agrees that no credit, promotion, or referral provided by TurTrip will be used fraudulently to obtain undue benefits. This includes, among others, the creation of fake accounts or the use of fictitious identities to participate in promotions.

TurTrip reserves the right to suspend the service if the user breaches these Terms and Conditions. During any suspension period, the user will remain responsible for the payment of any outstanding charges. TurTrip reserves the right to claim compensation for damages, including legal costs, to the fullest extent permitted by law.

At the sole discretion of TurTrip, and without liability to the user, the company reserves the right to delete the user’s account, block future access to the services, and revoke access to any promotion if the user breaches these Terms and Conditions.

5. Payment Terms

TurTrip offers multiple payment methods for purchasing an eSIM, including, among others, credit or debit card, Bizum, Google Pay, and Apple Pay. Available payment methods may vary depending on the region and local currency in which the transaction is made.

The default currency for all transactions is the euro (€). However, depending on the user’s location, other currencies may be enabled. The final currency will be confirmed at the time of purchase, and any currency conversion will be handled automatically by the corresponding payment provider.

All transactions made through TurTrip are securely processed via approved payment providers, ensuring the protection of user data according to the highest financial security standards.

5.1. Prices and Taxes

The eSIMs offered by TurTrip are prepaid, which means that the full amount must be paid before the service is activated. Unless expressly stated otherwise, the prices shown on the website include all applicable taxes. These taxes may include VAT (Value Added Tax) or other indirect taxes, which will be calculated based on the user’s place of residence or the postal code provided at the time of payment.

5.2. Indirect taxes

The indirect taxes mentioned in this section include, among others, VAT, sales tax, or any other similar fee applicable to the purchase of data plans associated with the eSIM. The user will receive all relevant information about the applicable taxes before completing the transaction.

6. Return and Refund Policy

At TurTrip, we are committed to providing a quality service in accordance with these Terms and Conditions. If you believe that the service received does not meet your expectations or your legal consumer rights, we invite you to notify us. Depending on the situation, we may offer a full or partial refund for the purchase of an eSIM or data plan, according to the criteria established in the following clauses.

6.1. Refund Requirements

To be eligible for a full refund, the user must meet the following requirements:

6.1.1. The eSIM must have been purchased directly through the TurTrip website and not through a distributor or third party.

6.1.2. The eSIM must not have been activated or used at any time.

6.1.3. The refund request must be made within 30 days of the purchase date.

6.2. Partial Refunds

Under certain circumstances, TurTrip may offer a partial refund proportional to the unused value of the eSIM or data plan, in the following cases:

6.2.1. If the data plan associated with the eSIM has already been activated or partially used.

6.2.2. If the eSIM does not work due to technical issues related to the network infrastructure in the destination country.

6.3. Incompatible or blocked devices

If a user purchases an eSIM and later discovers that their device is incompatible or locked by the operator, TurTrip will provide a full refund, provided the conditions detailed in sections 6.1.1 to 6.1.3 are met.

6.3. Refund Procedure

To request a refund, the user must contact the TurTrip customer support team through the channels indicated on our website. Additional information may be requested, such as screenshots of the device settings or details about the technical issue supporting the request.

Once the refund has been approved, it can be issued in the following ways:

• Refund to the original payment method: This process may take up to 30 business days to appear on the bank statement, depending on the user’s bank.
• Account credit: Alternatively, the user may choose to receive a credit in their TurTrip account, which can be used for future purchases of eSIMs or services.

6.4. Situations in which a refund will not be issued

6.4.1. Fraudulent purchases: TurTrip reserves the right to deny any refund if fraudulent activity or abuse of our Terms and Conditions is detected.

6.4.2. Unauthorized purchases: Purchases made without authorization will be subject to an investigation before any decision regarding a refund.

6.4.3. Accidental purchases: If the eSIM has been activated, it will not be considered eligible for a refund, even if the purchase was accidental.

6.4.4. Incorrect charges: If the user disputes a charge, they must notify TurTrip within 12 days from the receipt of the statement or invoice, providing the reason and the amount they consider incorrect.

6.5. TurTrip Credits

Instead of a monetary refund, TurTrip may offer credits that can be used for future purchases of eSIMs or services within the platform, according to the best solution for each case.

6.6. Amendments

The eSIM data packages offered by TurTrip are sold as presented, and modifications or customizations are not allowed once the purchase is completed. This means that no adjustments will be made to the purchased data packages to suit individual needs, so it is the user’s responsibility to select the plan that best meets their requirements before purchase.

7. Liability and Warranty

TurTrip will not be responsible for any damages or losses that may arise from the lack of continuous service availability. Despite our efforts to provide a high-quality service, TurTrip cannot guarantee uninterrupted network availability, as it depends on external factors such as telecommunications infrastructure and operators in each country.

If you have any questions or issues with the service, you can contact our customer support team at [email protected] . We will do our best to assist you.

7.1. Consumer Rights

These Terms and Conditions complement, but do not replace, the user’s legal rights as a consumer. TurTrip complies with all applicable consumer protection regulations, ensuring that our users enjoy the rights established by law.

7.2. Limitations on Warranties

TurTrip does not provide any express or implied warranties regarding the operation or availability of the eSIMs or services, except where required by applicable law. The eSIMs and services are provided "as is," without any additional performance commitments or guarantees of continuous availability, beyond what is permitted by law.

8. eSIM recycling and activation process

TurTrip implements an eSIM recycling process to ensure efficient and sustainable service delivery. After purchasing an eSIM, the user must activate it within the timeframe indicated in the instructions provided during the purchase process.

It is the user’s responsibility to activate the eSIM within the specified time frame. If the eSIM is not activated within this period, it will expire and become unusable, requiring the user to make a new purchase if they wish to obtain a working eSIM.

Once the eSIM has expired, it cannot be reactivated under any circumstances. Therefore, we strongly recommend that users review and follow the activation guidelines provided by TurTrip to ensure a smooth activation process.

For any questions or assistance during the activation process, the TurTrip support team is available via email at [email protected] .

9. Prices and Promotions

Prices reflect the cost of the eSIM packages and associated services. TurTrip may offer promotional prices on its eSIM packages for a limited time. These promotions will be subject to specific terms and conditions, which will be clearly communicated during the promotional period.

The duration of promotions, eligibility criteria, and any other relevant terms will be clearly outlined to ensure transparency for users. Once the promotion ends, regular prices will apply again, unless otherwise noted.

TurTrip reserves the right to modify or cancel any promotional price, as well as the associated terms and conditions, at its sole discretion and without prior notice. For more information or clarifications regarding prices and promotions, users can contact the TurTrip customer support team via email at [email protected] .

10. Location Tracking

TurTrip may collect and process users’ geographic location information, such as GPS coordinates, IP address, WiFi access points, and mobile network tower data. This information is used to provide location-based services and improve the user experience. By using TurTrip services, the user consents to this location tracking.

The primary purpose of using this information is to provide optimized connectivity services, improve service quality, and personalize the user experience. Location information may be shared with third-party providers, who are required to handle the data in accordance with applicable data protection laws.

Users have the ability to control the use of location services through their device settings, although disabling this option may affect some service functionalities. TurTrip implements robust security measures to protect user information and ensures that data is retained only for as long as necessary to fulfill the stated purposes, always in compliance with applicable data protection regulations.

11. Intellectual Property Rights

11.1. Ownership and Protection

Unless otherwise indicated, all intellectual property rights over the eSIM, the website, and any content related to TurTrip, owned by TWIM Advisors SL, belong to us or our licensors. This includes, without limitation, source code, databases, software, website design, texts, images, photographs, graphics, videos, audio, and any other content available on the platform (hereinafter, the “Content”), as well as the trademarks, service marks, and logos (hereinafter, the “Marks”) associated with TurTrip.

All these elements are protected by applicable laws on copyright, trademarks, industrial design, trade secrets, and other intellectual property laws, both national and international. Ownership of these rights is not transferred to the user under any circumstances through the use of TurTrip services.

11.2. Use of Content and Trademarks

Unless expressly stated otherwise in these Terms and Conditions, the reproduction, copying, modification, republication, distribution, transmission, public display, uploading, downloading, sale, licensing, posting, or commercial exploitation of the Content or Marks of TurTrip without prior written authorization from TWIM Advisors SL is prohibited.

Any unauthorized use of the content may constitute an infringement of intellectual property rights, and TurTrip reserves the right to take the appropriate legal actions to protect its rights and those of its licensors. This includes, among other actions, filing civil lawsuits and claiming damages, as well as taking criminal legal action where applicable.

11.3. Limited License

The user is granted a limited, non-exclusive, revocable, and non-transferable license to access and use the website and content of TurTrip strictly for personal and non-commercial purposes, provided that such use complies with these Terms and Conditions. This limited license does not grant the user any ownership rights over the content or the marks of TurTrip, nor does it imply any transfer of rights of any kind.

11.4. Third-Party Trademarks and Intellectual Property

TurTrip may include references to trademarks, logos, or other elements protected by intellectual property rights that belong to third parties. Such references are used with the consent of the rights holders or in accordance with legal exceptions. The use of any third-party material is subject to the intellectual property conditions of those third parties, and TurTrip assumes no responsibility for any misuse of such trademarks or content by users.

11.5. Noncommercial Use and Exceptions

The use of content or trademarks for academic, research, or any other use permitted under intellectual property laws (such as fair use) will be evaluated on a case-by-case basis and must always be authorized in advance by TurTrip. Any use of content that exceeds what is permitted by applicable law or these Terms and Conditions may be subject to legal action.

This section may be updated to reflect changes in our location tracking practices. For any questions or concerns related to the collection of location data, users may contact the customer support team at [email protected] .

12. Data Protection

TurTrip, owned by TWIM Advisors SL, is committed to protecting the privacy and personal data of its users, in compliance with applicable data protection legislation, including the General Data Protection Regulation (GDPR) of the European Union and any other applicable regulations.

For more information, you can read our Privacy Policy.

12.1. Collection and Processing of Personal Data

By purchasing an eSIM through TurTrip, the user consents to TWIM Advisors SL collecting, processing, and using their personal data (hereinafter, “Personal Data”) for the purpose of:

• Provide the requested service, including the management of the purchase, activation, and technical support of the eSIM.
• Monitor and improve the quality of service we provide.
• Prevent the unauthorized use of our services and ensure the security of transactions.
• Comply with our legal obligations, including the prevention of fraud, money laundering, and the fulfillment of legal and regulatory requirements.

The personal data we may collect includes, but is not limited to: first name, last name, email address, phone number, IP address, location data, device information, and payment information.

12.2. Legal Basis for the Processing of Personal Data

The processing of Personal Data by TurTrip is based on the following legal grounds:

• Performance of a contract: The data is necessary for the proper provision of services related to the purchase and activation of the eSIM.
• Compliance with legal obligations: TurTrip may be required to process personal data to comply with applicable law, including tax and regulatory requirements.
• Legitimate interests: In some cases, we process personal data to improve our services, detect fraud, protect our systems, and personalize the user experience, always ensuring that such interests do not override the user’s fundamental rights.
• Explicit consent: In situations where required, TurTrip will request the user’s explicit consent to process certain personal data, such as for sending commercial communications.

12.3. User Rights

In accordance with applicable regulations, you have the right to exercise the following rights regarding the processing of your Personal Data:

• Access: Request information about the Personal Data we process.
• Rectification: Correct any errors or inaccuracies in the Personal Data.
• Erasure: Request the deletion of Personal Data when it is no longer necessary for the purposes for which it was collected, except where there is a legal obligation to retain it.
• Restriction of processing: Request that we limit the processing of your Personal Data under certain circumstances.
• Portability: Receive your Personal Data in a structured, commonly used, and machine-readable format, and transfer it to another data controller.
• Objection: Object to the processing of your Personal Data when it is based on legitimate interests or for direct marketing purposes.

To exercise these rights, the user may contact us at [email protected] . TurTrip will handle user requests in accordance with the deadlines established by applicable law.

12.4. Retention of Personal Data

TurTrip will retain the user’s Personal Data for as long as necessary to fulfill the purposes set out in these Terms and Conditions, or as required by applicable law. Once the Personal Data is no longer needed for the purposes for which it was collected, TurTrip will proceed to delete or anonymize it, unless there is a legal obligation to retain it.

12.5. Security of Personal Data

TurTrip implements appropriate technical and organizational measures to ensure the security of Personal Data, protecting it against unauthorized access, alteration, loss, or destruction. These measures include the use of encryption technologies, access control systems, and periodic security audits.

12.6. Disclosure of Data to Third Parties

TurTrip may share Personal Data with third parties under the following circumstances:

• Service providers: We share data with third parties that provide services such as payment processors, telecommunications services, technical support, and others that are essential for service delivery. These third parties are required to handle personal data confidentially and in accordance with TurTrip’s instructions.
• Legal compliance: If required by law, TurTrip may share Personal Data with competent authorities, including courts, regulatory agencies, and law enforcement bodies.
• Product and service offers: TurTrip may use Personal Data to send you offers for our own products and services that complement our main offering, as well as offers related to third-party products and services that we consider may be of interest to you. At all times, you will have the option to unsubscribe from these promotional communications through the provided mechanisms.

TurTrip ensures that any transfer of Personal Data to third parties will be carried out in accordance with applicable data protection regulations, including the transfer of data to countries outside the European Economic Area that provide an adequate level of protection.

12.7. Update to the Data Protection Policy

This section may be updated to reflect changes in our data processing practices or to comply with new legal requirements. Users will be notified of any significant changes through an update on our website or app.

For more information on how we process the user’s Personal Data, it is recommended to consult our Privacy Policy and our Cookies Policy, available on our website.

13. Compensation

13.1. Liability for Damages

The User agrees to indemnify, defend, and hold harmless TurTrip, as well as its subsidiaries, affiliates, officers, representatives, partners, employees, and service providers, from any loss, damage, liability, cost, claim, lawsuit, legal action, expense, or penalty, including, among others, reasonable attorney’s fees, arising from:

13.1.1. The User’s breach of any of these Terms and Conditions.

13.1.2. The User’s misuse, fraudulent, or illegal use of the Service, including any activity that infringes the rights of third parties or applicable regulations.

13.1.3. Any infringement of intellectual property rights, privacy rights, image rights, or other third-party rights by the User in connection with the use of TurTrip products and services.

13.2. Cooperation in defense

TurTrip reserves the right, at its sole discretion, to assume exclusive defense and control of any matter subject to indemnification by the User. In such a case, the User agrees to fully cooperate with TurTrip to defend any claim. This indemnification obligation will remain in effect even after the termination of the contract or cessation of the use of TurTrip services.

14. Limitation of Liability

14.1. Disclaimer

To the maximum extent permitted by applicable law, TurTrip excludes all liability for any loss or damage, direct or indirect, that the User may suffer in connection with the use of the Services, the eSIM, or any data plan purchased through TurTrip. This includes, without limitation, damages for data loss, service interruption, loss of revenue or profits, and other economic or non-economic damages, whether contractual, non-contractual, or resulting from negligence.

14.2. Maximum Liability Limit

Without prejudice to the foregoing, TurTrip’s total liability for any claim related to the service, whether based on contract, tort (including negligence), warranty, or any other legal cause, shall in no event exceed the amount paid by the user to TurTrip in the 12 months preceding the date the claim arose, or 100 euros, whichever is lower. This limitation does not affect TurTrip’s liability for acts of fraud, fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

14.3. Exceptions

This limitation of liability does not apply in cases where applicable law does not permit the exclusion of certain warranties or the limitation of liability for consequential or incidental damages. In such cases, TurTrip’s liability will be limited to the minimum permitted by law.

15. Governing Law and Jurisdiction

15.1. Governing Law

Unless mandatory laws of the jurisdiction where the User resides indicate otherwise, these Terms and Conditions shall be governed by and construed in accordance with the laws of Spain, without applying its conflict of law rules.

15.2. Jurisdiction

Any dispute, claim, or controversy arising out of or related to these Terms and Conditions, including their validity, interpretation, or enforcement, shall be submitted to the exclusive jurisdiction of the courts of Madrid, Spain, unless mandatory local laws require otherwise. The User and TurTrip agree to submit to the jurisdiction of these courts, expressly waiving any other jurisdiction that might otherwise apply.

15.3. Compliance with Local Laws

It is the User’s responsibility to ensure that the use of the eSIM and TurTrip Services complies with all applicable local laws and regulations in the country or region where the User utilizes the service. TurTrip shall not be responsible for the use of the service in jurisdictions where such use is illegal or not authorized by local regulations. The User acknowledges that they access the service at their own risk and will be responsible for complying with applicable local laws.

15.4. Geographic restrictions

TurTrip reserves the right to limit access to its Services in certain jurisdictions when such services do not comply with applicable legal or regulatory requirements. Users accessing the service from outside the jurisdictions where the service is offered do so at their own risk and will be responsible for complying with applicable local laws.

16. Changes to these Terms and Conditions

16.1. Right to make changes

TurTrip reserves the right to modify, update, or adjust any part of these Terms and Conditions, including but not limited to terms related to Data Plans, Services, or any provision applicable to the use of eSIM. These modifications will be implemented as follows:

16.1.1. Publication of Changes: Any change or update to the Terms and Conditions will be visibly notified through our official website. The effective date of such changes will be indicated. Continued access to and use of TurTrip services after the effective date of the changes will constitute acceptance of the new Terms and Conditions.

16.1.2. Notification: In the event of substantial modifications to these Terms and Conditions, TurTrip commits to notifying the user through a specific notice, which may be sent via email or through a notification within the web platform.

The User may choose to discontinue use of the services if they do not agree with the changes. However, under the following circumstances, the User may not object to the changes: a) When the changes directly benefit the User; b) If the changes are of an administrative or technical nature and do not substantially affect the User’s rights; c) If the changes are necessary to comply with applicable legal or regulatory requirements.

16.1.3. Implied Acceptance: If the User continues to use TurTrip services after the new Terms and Conditions have come into effect, it will be understood that they have accepted the changes made. If the User does not accept the new terms, they must cease using the services.

16.2. Translations of the Terms and Conditions

The Terms and Conditions may be available in multiple languages for the convenience of users. However, the official and binding version shall be the one written in Spanish. In the event of any conflict, discrepancy, ambiguity, or inconsistency between the Spanish version and any translation, the Spanish version shall prevail.

16.3. Validity of the Provisions

If any provision of these Terms and Conditions is deemed illegal, invalid, or unenforceable, such provision shall be applied to the maximum extent permitted by law, and the unenforceable part shall be considered separate from these terms. The remaining provisions shall remain fully valid and enforceable.

17. General Provisions

17.1. Assignment and Subrogation 

TurTrip reserves the right to assign, transfer, or novate the rights and obligations arising from these Terms and Conditions to any affiliated entity or third party, without the need to obtain prior consent from the User. However, such assignment shall not affect the User’s rights to receive the contracted services under the previously accepted terms.

The User may not assign, transfer, or novate their rights or obligations without the express written consent of TurTrip.

17.2. Amendment of Invalid Provisions

If at any time a provision of these Terms and Conditions becomes illegal, void, or unenforceable, but such provision would be valid if a part of it were removed or modified, then that provision shall be applied with the necessary modifications to make it valid, legal, and enforceable, while maintaining the original purpose of the provision to the greatest extent possible.

17.3. Waiver of Rights

The failure or delay by TurTrip in exercising any right in relation to any User breach shall not be considered a waiver of that right or any other rights under these Terms and Conditions. Similarly, the partial exercise of any right shall not prevent the future or subsequent exercise of the same or any other right.

17.4. Entire Agreement

These Terms and Conditions, together with any additional policy, notice, or specific agreement entered into between TurTrip and the User, constitute the complete and exclusive agreement between the parties regarding the use of the services and supersede any prior agreement, whether oral or written.

18. TurTrip Contact Information

If you have any questions or inquiries regarding these Terms and Conditions, wish to provide us with feedback, or need to submit a complaint, TurTrip offers several contact channels. Our customer support team is available to assist you and provide support at all times.

18.1. Email

You can contact us through the following email for any matter related to TurTrip services:

• Email: [email protected]

This channel is available 24 hours a day, 7 days a week. We are committed to responding to all inquiries as quickly as possible, usually within 24 to 48 business hours.

18.2. Support via WhatsApp

We offer support via WhatsApp for urgent inquiries or personalized assistance. This support channel operates during the following hours:

• WhatsApp: +34 
• Support Hours: from 9:00 AM to 6:00 PM (Central European Time, Monday to Friday).

18.3. Social Media

You can communicate with us through our official social media accounts. Although these channels are not primarily intended for customer support, you can also ask general questions or receive additional information:

• Instagram@turtripofficial
• Facebookfacebook.com/turtripofficial
• Twitter@turtripofficial

18.4. Postal Address

If you prefer to contact us by traditional mail or need to send formal documentation, you can address it to our headquarters at the following address: Twim Advisors SL, Calle Hortaleza 75, 28004, Madrid, Spain.

18.5. Procedure for Submitting Complaints

If you wish to submit a formal complaint regarding any aspect of TurTrip services, we invite you to contact us through the channels mentioned above. Once your complaint is received, we will provide a response within a maximum period of 30 business days, in accordance with applicable law.

If you are not satisfied with the resolution of your complaint, you may request an additional review by our legal team, who will evaluate the situation and provide you with a final response.