Found: 38 results

If the repair comes under the guarantee, do I have to pay the transport costs?

If the repair is within the first 6 months following purchase, all the expenses required for making good the item's defect should be free. You could be charged when the repair is carried out after the first six months.

Are shops legally bound to refund my money?

If the product is not defective and nothing is stated on the receipt or any advertising poster, they are under no obligation to refund the money. They may offer you a voucher or simply refuse any refund. 

If I've bought something over the phone or someone has come to my house or hotel to sell me something, can I cancel it?

Yes. Provided you buy or hire a product or service outside commercial establishments you may exercise your right of withdrawal. 

The right of withdrawal is the consumers' entitlement to cancel a contract or withdraw from a purchase. To exercise that right, you must send the withdrawal document you will find in the contract, correctly filled in and photocopied, by registered post to the company. If you do not have this document, you may use any other you have drawn up where you state clearly your wish to cancel the contract. 

The deadline for this is 14 calendar days. If the contract is not cancelled within a period of 14 calendar days from when the company received the letter, you can come to OMIC with a copy of all the documents. 

If I've bought a plane ticket, am I entitled to a refund or can I change it?

You will have to find out the terms and conditions for refunds or changing tickets as there is a big difference, depending on the fare and the airline. 

Basic tourist-class fares do not normally allow refunds or tickets to be exchanged and, if they do, they may carry administration costs. 

What are my rights if my flight has been cancelled? 

When your flight is cancelled on the same day you were meant to travel, you can choose between: 

- The cost of the ticket for the flight that did not take place being refunded within a period of 7 days, if you no longer need to fly.

- Being transported to the destination in the fastest way possible or on another date. If you choose to be taken to your destination in the fastest way possible, the company must provide you with: 

  • Food and accommodation
  • Transport from the airport to your accommodation
  • Two telephone calls, faxes or emails.

You are entitled to financial compensation, unless: 

     - The cancellation is due to exceptional circumstances.

     - The company gives you two weeks' advance notice.

     - The company gives you less than two weeks' advance notice but offers alternative transport within set margins of the scheduled times. 

     - The origin of the flight is from outside the EU and the airline is not an EU company.

Should the airline fail to respect your rights, you must first of all contact the company in writing (by registered letter, for example) so you have proof. If you have not received a reply within a month or the reply is negative, you can present your claim through OMIC. 

Whenever you experience an incident at an airport, it is important you present a claim there and then, so you have a proof of the facts and can put in a claim later. 

What rights do I have if my flight is delayed?

The following are regarded as delays:  

  • Flights up to 1,500 km: 2 hours
  • Flights up to 3,500 km: 3 hours
  • Over 3,500 km: 4 hours

You are entitled to: 

  • Food and drink in proportion to the length of the delay
  • Accommodation, if necessary
  • Transport from the airport to your accommodation
  • Two telephone calls, faxes or emails

If the delay is for 5 or more hours, you can refuse the journey if it no longer serves any purpose and the company will have to refund you the value of the ticket within 7 days. That includes the part(s) already or still to be travelled if you can show that the journey no longer serves any purpose. 

These rights will be without effect if the flight originates from outside the EU or the airline is not an EU company.

Should the airline fail to respect your rights, you must first of all contact the company in writing (by registered letter, for example) so you have proof. If you have not received a reply within a month or the reply is negative, you can present your claim through OMIC. 

Whenever you experience an incident at an airport it is important you present a claim there and then, so you have a proof of the facts and can pursue the claim later. 

What should I do if my baggage is lost, delayed or damaged?

If your baggage is damaged on arrival, it is important you immediately make a claim at the airport. If you do not do that, you still have up to 7 days to present a claim to the company. If the company does not reply within 30 days, you can come to OMIC with a copy of all your documents. 

The compensation you are entitled to in such cases may never exceed 1000 XDR per item. 

If your baggage does not arrive at its destination, you must also make a claim immediately at the airport. 

In such cases, your baggage will be considered delayed if it does not arrive within 21 days, and lost if it never arrives at all or takes over 21 days to arrive.  

If your baggage is delayed, you have 21 days from the day of arrival, and if it is lost you have 21 from the day the company confirms the loss or, if it fails to do that, from the day your arrived at the airport. 

It is for that reason, and to avoid the lapse of the deadline, that we always advise you present a claim immediately at the desks set up for that purpose in baggage reclaim. 

In either case, the compensation you are entitled to may never exceed 1,000 XDR per item. 

XDR (special drawing rights) is a unit that varies in value daily. You can consult its value at www.bde.es.

You must always produce documentary evidence of any expenses you have incurred from your baggage delay.

I have booked and paid for a package holiday but the travel agency now tells me the price has gone up. Can they do that?

Prices established in a contract may not be changed, except where it expressly establishes the possibility of a price review, up or down. The review may only occur to include variations in transport costs, changes in fuel costs and taxes and duties on specific services. Prices may not be increased within the 20 days immediately prior to the date of the outward flight.

If I change the name on a utility supply contract, do I have to pay for any bills owed by the previous customer?

If, for example, you are in a rented flat and change the name on the water, gas or electric bill, you accept the terms and conditions of the contract, including responsibility for any outstanding bills. 

When you move house, you have two options: 

  • Sing up for the basic supplies and pay the corresponding fee. 
  • Change the name on the contract and take responsibility for all that implies.

Is it right for me to continue being charged for utility supplies if I change address?

When you move house, we advise you to cancel any gas, water or electricity supplies, because if the contract is still in your name, you will be responsible for them even if you no longer live there. So, if you leave a flat without changing the name or cancelling your contract and you continue receiving bills, the company would be acting correctly, as the contract would still be in your name.

How often are gas inspections carried out? Do I have to contract a maintenance service?

Mandatory gas inspections are made every 5 years and your supplier must inform you of an inspection several days before it is carried out. The costs are payable by the consumer and included in the gas bill. Facilities must be maintained in good condition, but there is no legal obligation for hiring a maintenance service.

What should I do if someone knocks on the door and gets me to change my gas or electricity supplier without my realising it?

If a salesperson knocks on your door and changes your gas or electricity supplier without your realising it until later, or you decide you would rather not make any change after all, you can exercise your right of withdrawal. The right of withdrawal is the consumers' entitlement to cancel a contract or withdraw from a purchase. To exercise that right, you must send the withdrawal document you will find in the contract, correctly filled in and photocopied, by registered post to the company. Should you not have this document, you may use any other you have drawn up where you state clearly your wish to cancel the contract. 

The deadline for this procedure is 14 calendar days. If the contract is not cancelled within a period of 14 calendar days from when the company received the letter, you can come to OMIC with a copy of all the documents. 

We also advise you to call your present company and notify them of what has happened, stating that you do not wish to change, so they do not accept any request from the other company to make the change.