Terms of Service

About Us and Contact Information

This website is operated by FH GLOBAL, S.L. under the trade name VIAJES FH. The Chinese brand name is VIAJES FH. Company NIF: B72398340.

Registered address: Paseo Quince de Mayo, 3, Bajo 1, 28019 Madrid, España.

The company is registered with the Registro Mercantil de Madrid, Hoja M-772469, Tomo 43771, Folio 128; and as a retail travel agency in the Madrid Region Tourism Business Register, CICMA 4552.

Contact email: [email protected]
Telephone: +34 919 471 812

About These Terms

These terms apply to your access to and use of www.fhglobal.es, and to enquiries, consultations or bookings for cruises and other travel services through VIAJES FH. The relevant agreement comprises the specific product page, pre-booking information, booking confirmation, supplier terms and these terms; mandatory consumer protection rules always take precedence.

Browsing the website or submitting an enquiry does not mean that a booking has been made. A contract for the relevant travel service is formed only after we expressly confirm the price and availability, provide you with the applicable terms, and you accept them and complete payment as required.

For information about the processing of personal data, recipients, retention periods and your data protection rights, please consult our separate Privacy Policy.

Our services and contractual role

FH GLOBAL, S.L. is a retail travel agency registered in the Community of Madrid. Depending on the specific product, we may provide services as a travel organiser, retail travel agency or intermediary for a supplier. Before a booking is made, we will explain our relevant role, the actual service provider and the main terms.

Specific terms of cruise lines, airlines, hotels, destination management companies and other suppliers form part of the relevant contract only if they have been provided or clearly explained to you before booking. Supplier terms may not exclude any mandatory rights granted to consumers by law.

The fact that travel services are performed by third parties does not automatically exempt us from the information, booking, complaint-handling, assistance or other obligations we are legally required to fulfil as an organiser, retail travel agency or intermediary.

Enquiries, bookings and payment

Itineraries, cabins, availability and prices shown on the website are for informational purposes or to initiate a booking request. The final price and availability of cruises and other dynamic products are subject to the written quote or booking confirmation we send you.

• Before confirming, please check the travellers’ names, dates of birth, document details, itinerary, dates, cabin or room type, price and included items.
• Prices may include or exclude port charges, taxes, service fees, gratuities, insurance, visas, transport or optional items. Refer to the pre-booking information and booking confirmation for details.
• If we identify an obvious data-entry, system or supplier quotation error, we will explain it and provide the correct terms before the contract is formed. You may accept the new terms or cancel the booking request, which has not yet been confirmed, without charge.
• Payment must be made using the method specified in the order. Submitting payment details or a payment request does not mean the supplier has confirmed availability.

Changes, cancellations and refunds

Before you book, we will explain the change, cancellation, name-transfer, no-show and refund conditions applicable to the specific product. Fees may vary depending on the supplier, fare type, cabin, departure date and when the request is made. Therefore, this website does not use a single standard percentage in place of the rules for a specific order.

If you request a change or cancellation, we will first tell you the fees and consequences that can be confirmed at that time, and then act on your express instructions. If the supplier cancels the service or makes a significant change, we will notify you promptly and offer available options in accordance with applicable law, the nature of the product and the contractual terms.

Refunds to which you are entitled will, in principle, be returned to the original payment method. Processing times depend on supplier settlement and the payment channel, but do not limit any refund rights or time limits established by law. For orders that legally constitute package travel, this clause does not affect travellers’ statutory rights to terminate the contract before departure subject to an appropriate and justifiable cancellation fee, or to terminate without penalty and receive the corresponding refund in the event of unavoidable and extraordinary circumstances.

Special information about cruise products

Cruises are our main product. Routes, ports of call, sailing times, vessels, cabins, dining, onboard activities and embarkation requirements are operated by the relevant cruise company and may be adjusted in accordance with the law for safety, weather, port arrangements or other reasonable reasons.

• Travellers should check the cruise company’s fare, deposit, final payment, cancellation, name-transfer and no-show rules before paying.
• Passport, visa, transit, health, minor-traveller and embarkation requirements depend on the itinerary and each traveller’s circumstances. Please provide accurate information as early as possible and proactively disclose any mobility assistance, medical or dietary needs.
• Onboard spending, shore excursions, internet, drinks, gratuities, medical care and other additional services are generally not included in the base fare unless expressly stated in the order.
• We recommend that travellers purchase appropriate travel cancellation, medical and baggage insurance based on the risks of their itinerary. Whether insurance is mandatory depends on the specific product and destination requirements.

Operational decisions made by the cruise company do not automatically exempt us from responsibilities we may have under the law as an organiser, retail travel agency or intermediary. Specific rights will be assessed according to the order structure and applicable law.

If you discover a problem during your trip, notify the onboard service desk and us promptly, where it is safe and practicable to do so. After your trip, you may still submit a complaint relating to your booking. We will handle it directly within our role or promptly forward it to the responsible organiser or supplier, and keep you informed of its progress.

Other travel services and package travel

Services such as flights, hotels, transfers, tickets, local excursions, insurance and visa assistance are subject to the product descriptions and supplier terms provided before booking. Visa decisions are made by the relevant consulate, embassy or competent authority, and we cannot guarantee approval. The scope of the service, official fees and travel agency service fees will be explained before you appoint us.

When multiple travel services legally constitute package travel (viaje combinado), we will provide the applicable standard pre-contractual information, details of the organiser or retailer, the total price, payment arrangements, cancellation terms, assistance arrangements and information on statutory protection, and comply with the mandatory provisions on package travel under Spanish consumer protection law.

Traveller responsibilities

• Provide accurate and complete traveller information that matches your travel documents, and promptly check your booking confirmation for errors.
• Carry valid passports, visas, permits and health documents required for your itinerary, and comply with reasonable carrier and destination requirements.
• Check in, board or arrive at the meeting point by the confirmed time. Late arrival, failure to travel or lawful refusal of boarding may result in additional charges.
• Before booking, inform us of any mobility assistance, health, pregnancy, dietary or other special requirements that may affect service arrangements, so we can confirm whether the supplier can reasonably accommodate them.
• Do not use the website or booking services for fraud, resale, system interference or any other unlawful activity.

Unavoidable and extraordinary circumstances

Natural disasters, severe weather, public health events, war, government measures, port closures or other events beyond the reasonable control of the relevant parties may affect travel services. Whether an event constitutes unavoidable and extraordinary circumstances, and the corresponding rights to changes, alternative arrangements, assistance, refunds or compensation, must be assessed on a case-by-case basis according to the facts, the type of contract and applicable law.

If difficulties arise, we will provide appropriate and timely assistance within the scope of our legal obligations and contractual role. This clause does not generally exclude statutory assistance, refunds, price reductions or other consumer rights.

Scope of Liability and Statutory Rights

We fulfil our information, booking, assistance and travel service obligations according to the role we undertake for each specific order and the applicable law. To the extent permitted by law, each party is responsible for its attributable acts or omissions. The effects of incorrect information provided by the traveller, failure to follow clear requirements, or acts by independent third parties unrelated to performance of the contract that are unforeseeable or unavoidable will be handled according to the cause of the incident, the contractual structure and the law.

This clause does not exclude or limit liability for wilful misconduct, gross negligence, personal injury for which we are responsible, or any other liability that cannot be excluded by law. Nor does it affect consumers’ statutory rights to a price reduction, alternative arrangements, assistance, termination of the contract, a refund or compensation for damages.

Website Content and Normal Use

Website text, images, branding and other content are provided by us or the relevant rights holders solely for personal information and use of travel services. Without authorisation, you may not copy, scrape in bulk, resell, misuse the brand, or use the website in any way that could affect its security or normal operation.

We take reasonable steps to maintain website information and availability, but the online service may be temporarily unavailable due to maintenance, communication failures or interruptions to third-party services. Such circumstances do not alter orders already confirmed or consumers’ statutory rights. If you need assistance, please contact us directly.

Customer Service, Complaints and Dispute Resolution

If you have questions about a quotation, booking or travel service, please provide your order number and a description of the issue, and contact us via [email protected], by phone +34 919 471 812 or at our registered address. If a problem arises during your trip, notify us and the actual supplier as soon as possible, where safe and practicable, so that we can assist promptly.

Consumers may request an official complaint form as provided by law and seek assistance from the competent consumer protection or tourism authorities. Disputes are governed by Spanish law, without affecting the protections and jurisdiction conferred by the consumer’s place of residence, the travel destination or other mandatory laws. We will not use these terms to require consumers to waive their statutory venue for legal proceedings.

Terms updates

We may update these Terms due to changes in the law, our services or website features. The new version applies to subsequent website use and new bookings from the date indicated on the page. It will not retroactively change contracts already entered into without a legal basis or your express consent.