Pre-contractual Customer Information

Platform: mallorca.com · Operator/Intermediary: MenzeMedia.de GmbH, Am Wunderhügel 27, 58644 Iserlohn, Germany · Local Court (Amtsgericht) Iserlohn, HRB 6785 · VAT ID DE265536437 · represented by the Managing Director Frank Menze · Booking support: support@mallorca.com

Last updated: 2026-07-12 · Version: 1.1

1. Who is your contractual partner?

Your contractual partner for the experience is the supplier — not mallorca.com.

mallorca.com (operated by MenzeMedia.de GmbH) arranges the experience and issues your voucher. The contract for the performance of the experience is concluded directly between you and the supplier. mallorca.com does not perform the service itself and is not your contractual partner for it.

The full details of your supplier — company name or full name, address for service of process, register number (where available) and contact details — are displayed to you on the offer page before booking and are additionally set out in your booking confirmation and on your voucher. These details are collected for every commercial supplier, including sole traders and Spanish autónomos.

Intermediary / platform operator: MenzeMedia.de GmbH, Am Wunderhügel 27, 58644 Iserlohn, Germany · Local Court (Amtsgericht) Iserlohn, HRB 6785 · VAT ID DE265536437 · Booking support: support@mallorca.com

2. What information you receive before booking

This information is displayed to you clearly and comprehensibly before you place your order (§ 312d Abs. 1 BGB (German Civil Code) in conjunction with Art. 246a EGBGB (Introductory Act to the German Civil Code); marketplace obligations § 312l BGB in conjunction with Art. 246d EGBGB); the main details are additionally displayed in a prominent manner directly above the order button (§ 312j Abs. 2 BGB).

2.1 Main characteristics of the experience. On the offer page you will find the title and description of the experience, the services included and not included, the duration, the meeting point or place of performance, the participation requirements (such as age, health, items to bring), any restrictions, and the language in which the experience is delivered.

2.2 Total price & cost transparency. What is displayed is the total price including all taxes for the selected number of persons, the price breakdown, and any additional costs payable on site (e.g. entrance fees, deposit) — otherwise the express notice that no further costs arise. No hidden fees: the total price displayed is the amount you actually pay.

2.3 Voucher: type, validity & redemption. You receive a voucher with a voucher/QR code, which you redeem with the supplier.

Date: With an undated voucher, you choose the date after purchase; the channel for doing so (online reservation or contacting the supplier directly) is stated in the offer. With a dated experience, the voucher is valid for the date booked.
Validity: An undated voucher is valid for three years, calculated from the end of the calendar year in which you purchased it (purchase in 2026 → valid until 31.12.2029). The period is based on the standard statutory limitation period (§§ 195, 199 BGB) and is shown on the voucher as the validity date. Validity unlimited in time is not offered.
Redemption: Presentation of the voucher/QR code to the supplier. Performance is subject to the supplier's availability on the chosen date.
No entitlement to cash payout: The voucher is redeemed against the booked service; there is no entitlement to a cash payout of the voucher value.

2.4 Cancellation, rebooking & no-show.

Supplier's conditions (take precedence): The supplier's cancellation conditions are stated in the respective offer.
Platform default (applies if the supplier does not provide a different rule): If you cancel no later than 24 hours before the agreed start of the experience (local time at the place of performance), you will receive a full refund of the booking price. In the case of later cancellation or a no-show, there is no entitlement to a refund.
Consumer-friendly conflict rule: If the supplier's conditions and the platform's conditions differ, the rule that is more favourable to you as a consumer applies.
Cancellation by the supplier / force majeure: If the supplier cancels the experience or it cannot take place for reasons of force majeure, you will be refunded the booking price paid. Any further claims (e.g. damages) must be addressed to the supplier as your contractual partner.
Refund channel: Refunds are processed via the same means of payment you used to pay (technical processing by mallorca.com via Stripe).

3. Your right of withdrawal

Whether a statutory right of withdrawal exists depends on the type of experience booked.

Undated voucher — 14-day right of withdrawal. If no fixed date is agreed for your voucher, you have a 14-day right of withdrawal (§ 312g Abs. 1 in conjunction with § 355 BGB). You will find the full withdrawal instructions and the model withdrawal form at Withdrawal instructions. You can also declare your withdrawal electronically via the "Withdraw from contract" button in your booking account or via the link in your booking confirmation; mallorca.com will confirm receipt without undue delay on a durable medium, stating the content of the declaration as well as the date and time of its receipt (§ 356a BGB).

Dated experience — no right of withdrawal. If the experience is booked for a specific date or period, there is no statutory right of withdrawal under § 312g Abs. 2 Nr. 9 BGB (statutory exception for leisure activities). The cancellation and rebooking conditions set out in section 2.4 apply. Any voluntary cancellation option is goodwill, not a statutory withdrawal.

The withdrawal is addressed to the supplier as your contractual partner for the experience. mallorca.com receives declarations of withdrawal in the name and for the account of the supplier and technically processes the refund via Stripe.

Early redemption within the withdrawal period. If you wish to redeem the voucher within the 14-day withdrawal period, you will be expressly asked for your consent during the booking process. In doing so, you confirm that you have taken note that your right of withdrawal expires upon full performance of the contract (§ 356 Abs. 4 BGB) and that, if you withdraw after performance has begun, compensation must be paid for the value of the portion already provided (§ 357a Abs. 2 BGB).

4. Complaints, grievances & contact

Complaints regarding the performance of the experience should be addressed directly to the supplier — the supplier is your contractual partner for the service.
Questions about booking, voucher, payment or refunds: mallorca.com booking support, support@mallorca.com, response normally within 48 hours.
Consumer dispute resolution (§ 36 VSBG (German Act on Alternative Dispute Resolution in Consumer Matters)): MenzeMedia.de GmbH is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board (§ 36 Abs. 1 Nr. 1 VSBG).
EU online dispute resolution: A reference to the European Commission's ODR platform is omitted, as it was discontinued on 20 July 2025 (repeal of the ODR Regulation (EU) No 524/2013 by Regulation (EU) 2024/3228).

5. Mandatory marketplace information (§ 312l BGB in conjunction with Art. 246d EGBGB)

Ranking: The order of the experiences displayed is determined by the following main parameters, in descending weighting: (1) match with your search and your filters (location, date, category); (2) popularity and booking frequency of the experience; (3) customer reviews; (4) value for money and availability; (5) completeness and quality of the offer details. Paid placements are separately labelled as "Ad"; the amount of an agency commission has no influence on the organic ranking.
Trader status of the supplier: The supplier acts as a trader. You are therefore entitled to consumer protection rights vis-à-vis the supplier.
Allocation of contractual partners: The contract for the experience is concluded with the supplier; mallorca.com is your contractual partner only for intermediation, voucher issuing and payment processing.
No independent claims against the platform for the service: The supplier alone is responsible for the proper performance of the experience (warranty, non-performance, damage); in this respect no contractual claims under the service contract exist against mallorca.com.

6. Payment & payout to the supplier

Payment: Payment is made via the payment service provider Stripe. The supplier is the payee; mallorca.com collects the amount as a collection agent in the name and for the account of the supplier with debt-discharging effect. Upon successful payment to mallorca.com/Stripe, you have fulfilled your payment obligation towards the supplier.
Payout to the supplier: The payout takes place no earlier than after the service has been performed, i.e. only upon redemption of your voucher on site (triggered by the scanning of the QR code as proof of performance). For undated, withdrawable vouchers, the payout is additionally released only after expiry of the 14-day withdrawal period. Even in the case of early redemption within the withdrawal period, the amount is retained until the period expires. No amount is paid out to the supplier before the service is performed; the amount you paid thus remains secured until the experience actually takes place and remains fully refundable in the event of cancellation or withdrawal.
Refunds are returned via Stripe to your original means of payment.

7. Binding order & confirmation

Immediately before completion, the following are displayed in a prominent manner: the main characteristics, the total price including taxes, the voucher type and validity, and the cancellation and withdrawal conditions.
The order button is unambiguously labelled "Book with obligation to pay" (§ 312j Abs. 3 BGB).
Before the button, you confirm via checkboxes that are not pre-ticked that you have read and accept the Terms and Conditions for the Intermediation of Experiences and the supplier's service conditions linked in the offer, and that you have taken note of the Privacy Notice for Booking & Voucher. For a dated experience, you additionally confirm your awareness that no right of withdrawal exists.

After booking, you will receive without undue delay a confirmation on a durable medium (email/PDF) reproducing the content of the contract (§ 312f Abs. 2 BGB, § 312i Abs. 1 BGB). It contains the booking and voucher data (booking number, voucher/QR code, validity), the full details of your supplier, the service and price data, as well as the cancellation, withdrawal and complaint information. Attached are the platform's terms and conditions, the supplier's service conditions, the privacy notice and — in the case of an undated voucher — the withdrawal instructions together with the model withdrawal form.

8. Applicable law & place of jurisdiction

German law applies, subject to the mandatory consumer protection provisions of the state in which you, as a consumer, have your habitual residence.
The place of jurisdiction for disputes arising from or in connection with the intermediation/payment relationship with mallorca.com is Iserlohn, provided you are a merchant, a legal entity under public law or a special fund under public law, or you have no general place of jurisdiction in Germany. As a consumer, you may in any case bring an action at your own general place of jurisdiction; your statutory consumer venue remains unaffected.