Terms & Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern the services provided by Nina & Rocky, S.L. (“the Company”) to the client (“the Client”).

By engaging our services, the Client agrees to be bound by these Terms

2. Definitions

Client: Any individual or entity utilizing Nina & Rocky’s services.
Company: Refers to Nina & Rocky, S.L.
Services: All hospitality and lifestyle services offered by the Company, including but not limited to butler, lifestyle management, wellness, sommelier, events, activities, and coordination.
Third-Party Providers: Independent providers arranged through the Company.

3. Scope of Services

The Company provides a range of luxury services, including:

Butler and Lifestyle Management
Wellness treatments and holistic therapies
Sommelier services and wine experiences
Private dining coordination
Event coordination
Babysitting (via external agency)
Activities, experiences, and logistics through Third-Party Providers

Specific details and pricing are available on request or through the Company’s website..

4. Payment Terms

4.1 Accepted Payment Methods

Credit/debit cards, bank transfers, Stripe, SumUp, or additional methods specified by the Company.

4.2 Deposits

A 50% deposit is required at confirmation.
The remaining 50% is due 24 hours before the service date.
Bookings confirmed less than 7 days in advance must be paid 100% upfront.

4.3 Prepaid Hours (for hourly services)

Clients must prepay for the number of hours required.
Unused prepaid hours are refunded proportionally.
Hours are calculated in full 60-minute blocks, at each 1st of the hour minute correspond a new hour.

4.4 Minimum Service Duration

Butler, lifestyle management, and wellness services: 1-hour minimum.
Third-Party services follow the provider’s minimum requirement.

4.5 Restaurant Bookings

If restaurants require a deposit or card guarantee, the Client may:
1. Provide card details through a secure Company form, or
2. Submit card details directly to the restaurant via a secure link.
Reservations may be made under the Company unless otherwise requested.
The Company does not store card details beyond Stripe or restaurant systems.
Final table assignments are determined by the restaurant.

4.6 Communication Fees

Communications by WhatsApp, email, SMS, calls or meetings are billed at €35 per hour, unless covered by a Prestige Membership or Concierge Membership.

Concierge Membership (€700/week) includes:

Unlimited restaurant requests
Unlimited communication with the team (09:00–21:00)
Support for standard travel and lifestyle requests

Not included:

Requests requiring more than 30 minutes of research (e.g., itineraries, logistics planning)
Third-party costs (taxis, restaurants, boats, etc.)

4.7 Legal Limits

Cash payments above €999 are not permitted (Spanish law).
Invoices above €3,000 require full billing details:
- Name + address
- Passport/NIE
- VAT number (if applicable)

4.8 Refunds

Refunds are processed through the same payment method used by the Client.
Issued within 14 business days.

4.9 Currency

All payments are made in euros (€).

4.10 Late Payments

Late payments may incur a 5% weekly fee on the outstanding balance.

4.11 Third-Party Services

When booking Third-Party Providers, their own cancellation and refund policy applies.
The Company’s coordination fee is non-refundable, as it covers service management regardless of delivery by the Third-Party Provider.

5. Cancellations and Refunds

5.1 Client Cancellations

More than 30 days before service: refund of prepaid amounts (minus non-refundable €70 deposit).
Between 14–30 days: 50% non-refundable.
Less than 7 days: 100% non-refundable.

5.2 Company Cancellations

If the Company cancels due to force majeure or operational issues:

Full refund of all prepaid amounts.

5.3 Staff Rights

Therapists, butlers, or Company staff may stop a service without refund if Clients act disrespectfully, abusively, or create unsafe conditions.

5.4 Third-Party Provider Cancellations

Refunds follow the Third-Party Provider’s policy.
The Company’s fee remains non-refundable.

6. Liability

6.1 Limitation of Liability

The Company is not liable for:

Indirect, incidental, or consequential damages
Delays or failures caused by Third-Party Providers
Damages arising from inaccurate client information

6.2 Client Responsibility

Clients must:

Ensure the safety and suitability of their premises
Provide accurate information
Follow all safety instructions during wellness or physical activities

6.3 Wellness Safety

Clients receiving massages or physical treatments confirm:

They do not have medical conditions that prevent treatment
They accept full responsibility for informing the therapist of injuries, allergies, or sensitivities

7. Force Majeure

The Company is not liable for delays due to events beyond its control (natural disasters, strikes, pandemics, government restrictions, etc.).

8. Confidentiality

Both parties agree to maintain confidentiality.

Personal data is handled in accordance with GDPR and Spanish data protection law.

9. Third-Party Providers

Services may be arranged through trusted partners.

Third-Party Providers operate independently and have their own terms.

The Company may consolidate charges for client convenience.

If a Third-Party cancels due to weather, technical or regulatory issues, refunds follow the provider’s policy. The Company’s coordination fee is non-refundable.

10. Babysitting Services

Babysitting is coordinated through an external agency.

The Company is not liable for the actions or conduct of nannies or babysitters.

The Company’s role is solely organisational.

11. Client Obligations

The Client agrees to:

Provide accurate and timely information
Treat Company staff respectfully
Comply with instructions for safe service delivery
Not misuse or endanger any staff member or provider

12. Amendments to Terms

The Company reserves the right to amend these Terms at any time.

Clients will be notified of significant changes via email or the Company’s website.

Continued use of services after changes constitutes acceptance of the amended Terms.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of Spain.

Any disputes shall be resolved through mediation or arbitration before resorting to legal proceedings.

Jurisdiction for legal disputes will be the courts of Palma de Mallorca.

14. Contact Information

For questions or concerns regarding these Terms, please contact us:

Company Name: Nina & Rocky, S.L.

Address: C/ Arxiduc Lluis Salvador, 12 – 07179 Deià (Illes Balears)

Email: hello@ninaandrocky.com

By engaging Nina & Rocky’s services, you confirm that you have read, understood, and agreed to these Terms and Conditions.