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Terms & Conditions
General Terms and Conditions

For further information please don`t hesitate to contact us at:

Tel: 0034 633216306
General Terms and Conditions


  • We do require a deposit to hold your reservation. The amount will depend on the apartment being booked.
  • Payment for the 30% reservation deposit should be made via credit card. The rest of the payment is due in cash on the day of your arrival. Please note that your booking will not be confirmed until Relocate Madrid has received the pre-payment amount of 30% and you have received a confirmation email from Relocate Madrid. Please note this confirmation contains all your booking details such as exact location of apartment, contact details, balance due and all other arrival and departure instructions.

  • Once Relocate Madrid has confirmed the availability of one of its apartments, the client will have to pay 30% of the total price of the stay by means of a credit card.

  • The remaining balance for the stay in the apartment has to be paid by the client in CASH upon arrival (please remember, NO CASH, NO CHECK IN!). There are some apartments whereby full payment by credit card is possible by adding a surcharge of 3% (Visa or MasterCard) or 4% (American Express) to the total. For details, please see the apartment description.
  • Exceptionally, this payment can be made by means of a bank transfer provided always that (i) the corresponding NET amount (wire costs are taken care of by the guest) is received in our bank account one week before your arrival (ii) we have confirmed to you in writing that we have received such amount.


  • Please note that the 30% reservation deposit for all reservations is non-refundable and non-transferable.
  • If the client cancels a fully paid reservation, there is a cancellation charge that will depend on the number of days before the beginning of the rental period.

    - More than 90 days before: 20% of the total amount.
    - 60-89 days before: 30% of the total amount.
    - 30-59 days before: 50% of the total amount.
    - Less than 30 days before: 100% of the total amount.
  • In the event that the client changes the dates or apartment, it will be understood as a new stay and it shall be subject to the cancellation conditions.
  • It is strongly recommended that clients purchase holiday cancellation insurance. Any cancellation, including force majeure, will be subject to our clear and simple cancellation policy stated herein.

  • If Relocate Madrid should be unable to provide to the client the property he has booked, they reserve the right to transfer him to a property of similar characteristics.
  • If no agreement can be reached both contractual parties are authorised to cancel the contract. In this case Relocate Madrid will refund to the client all monies paid (except the part corresponding to the days that the apartment was used, if this were the case). Relocate Madrid will not be liable for further claims by the client
  • All cancellations or changes must be made via email or fax. Cancellations or changes by phone are not accepted.

  • Damage Deposit

    Upon arrival guests will be asked to provide a damage deposit as well as a valid credit card number to guarantee the safe return of the apartment and its contents. Please note that by accepting our Terms and Conditions you agree that any damages caused by you or your party will be deducted from your damage deposit and that you will also be liable for any excess damages. Depending on the apartment offered, a damage deposit ranging from 200-500 Euro will be requested upon arrival. This damage deposit will have to be paid in cash or by credit card. Please see your confirmation email to see which method of payment is required.

  • Cash: All damage deposits paid in cash will be refunded in full, at check-out, after inspection of the undamaged apartment.
  • Credit Card: All damage deposits paid by credit card will be refunded to the same credit card used for payment 6 to 8 days after your check-in date assuming the apartment is undamaged.

    Please ensure that we have an updated arrival time for you so that we can plan for your check-in and keep your contact person informed about any delays or changes. Your contact person will be provided with your telephone number and email address should they need to contact you regarding your arrival time. You can send us this Email: info@relocatemadrid.comor by calling us on
    0034 918286496. Your arrival and departure confirmation email clearly states where to meet your contact person on the day of your arrival. You should call your contact person on arrival at the airport (or 1 hour from destination city if travelling by car) and you will then be advised whether to:-
  • Make your way to our office, where you will be greeted by our check-in department and given your check-in instructions, keys and directions.
  • Make your way to the apartment where you will be greeted by your check-in agent and given the keys and instructions for the apartment.

    The apartment will be available from 15:00hrs, but we will always try our best to accommodate earlier arrivals. It is extremely important that we have an updated arrival time. Not having this information may result in you having to wait for your contact person and a delayed check-in.
    Please note: for arrivals from 21:00hrs onwards, there is a late check-in fee of 30 euros. Please note check-in is between 15:00hrs and 02:00hrs.


    Departures are at 11:00hrs or before. Any unauthorized departures after 11:00hrs will be penalized. If you require a later departure please ask when you check-in if this is possible. We will try to accommodate you, providing our next arrival is not early the same day. If it is possible, you can stay in the apartment until 18.00, paying 50% of the rental cost per night. Any departures after 18:00hors will be subject to the full price per day. On the departure day you should leave the apartment tidy with all rubbish correctly disposed of. Please leave ALL sets of keys on the table and shut the door firmly behind you after having made sure that you have all of your belongings and that the main door to the building has not been locked with a key!!! . With advance notice we can also book you a taxi for your departure from the apartment.


    The apartment shall be cleaned prior to the arrival of each client. When leaving, the client is obliged to leave the apartment in a reasonable condition, with all rubbish disposed of correctly. If not, an additional cleaning fee will be charged.

    Number and identity of the guests

    The client will inform Relocate Madrid of the number of guests included within the booking. Unless otherwise agreed by Relocate Madrid, only the number of persons indicated by the client when booking shall be authorised to use the apartment. The number of persons who may use the apartment may not exceed the number of persons allocated for each apartment, except for children under two years of age. Pets are only allowed where permission has specifically been granted. In the event of any infringement of the aforementioned obligations, Relocate Madrid at its sole discretion will be entitled to request the client to leave the apartment, and the client shall have no right to claim any type of compensation.


    Please observe that Relocate Madrid` Terms and Conditions with regard to disturbances, loud music and parties are very clear: ALL ARE STRICTLY FORBIDDEN. Guests staying in a Relocate Madrid apartment should know that if parties or loud music are heard, or neighbours complain and/or police are called, it can result in immediate eviction regardless of the time of day or night.

    The client signing the check in form will be liable for the correct and decent behaviour of all the persons accompanying him/her. Should that person, or any of the persons accompanying him/her not behave in a suitable and responsible way, Relocate Madrid shall be entitled to request the client and the persons accompanying him/her to leave the apartment without the right for the latter to claim any type of compensation. This will also result in loss of prepaid rent and refundable damage deposit. Also note that by booking with Relocate Madrid you have already accepted our terms and conditions and will therefore be expected to abide by these rules.

    You will also be expected to sign these rules upon check-in on your arrival day. QUIET TIME IS EVERY DAY FROM 22.00 PM to 10.00 AM

    We appreciate your collaboration in this matter and hope you understand that these rules are necessary as these apartments are all situated in residential buildings where people have to live and get up for work and the nightly rest of these inhabitants must be respected.


    Neither Relocate Madrid nor the owner of the apartment shall be liable for any direct or indirect damages that may arise as a consequence of the use by the client of the apartment, including without limitation, damages, insurance, losses because of fires, robbery or criminal behaviour. In case of any infringement of the aforementioned obligations, Relocate Madrid at its sole discretion will be entitled to request the client to leave the apartment, and the client shall have no right to claim any type of compensation.

    Our Website

    All apartment descriptions and information is supplied by the apartments featured. Whilst Relocate Madrid do their utmost to maintain accuracy and to check details wherever possible, Relocate Madrid cannot be held liable for any errors or omissions that may arise.

    Relocate Madrid also reserve the right to change information published on the site at any time including rates, descriptions and photographs. Relocate Madrid makes no warranty or representation about the fitness or suitability of any product or service advertised on its web site.

    Relocate Madrid reserves the right to update any of its terms and conditions at any time, as may be required and as may be in line with the company`s business. The onus is placed on all parties, using the site, to undertake adequate measures to ensure that they visit any such terms and conditions on a regular basis. By agreeing to use this site, it is implied that any such changes are accepted by any such third party and, that any such third party undertakes to comply with any such changes.

    These terms do not affect consumer statutory rights.
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