1. Provider
The service is provided by Vilafant Gestió SL, tax ID B65763526, registered at Rambla de l'Exposició, 45, 08800 Vilanova i la Geltrú (Barcelona). Email: josep@mul.tax. Phone: 644 377 787.
2. What you instruct us to do
You instruct and authorise us to claim on your behalf, from the airline or rail operator, the compensation or refund you may be owed for a specific journey. If the carrier does not reply or rejects the claim, we may also submit it to the competent administrative body, such as AESA or the relevant consumer route.
You will sign an authorisation for each claim, with the journey details and the passengers we represent. If you claim for other passengers, you must have their permission; for minors, you must be their legal representative.
3. What is not included
The service does not include court proceedings, a lawyer or a court representative. If that were the only route left, we will tell you and you can decide what to do. We do not claim additional damages or expenses unless agreed in writing.
We do not guarantee the result. The carrier may refuse to pay, for example if it proves extraordinary circumstances, and the administrative body may not rule in your favour.
4. Fees
Fees are charged only on success. During the offer, valid until 31/01/2027 or for the first 50 clients, they are 15% on flights and 10% on trains, VAT included, calculated on the financial compensation you actually receive. If you receive no financial compensation, you pay no fees or handling costs.
We charge no fees on alternative transport, care or other services the carrier must provide by law, or on an offer you have not accepted. If you voluntarily accept a voucher or other non-cash benefit instead of money, fees apply only if you agreed to this in writing beforehand and we set its value in writing.
5. Collection
You authorise us to ask the carrier to pay the compensation into the account mul.tax designates for claims. When we receive the payment we will notify you and, within 10 working days at most, transfer the amount to the account you gave us, less our fees. You will receive the invoice for the fees.
Some carriers pay only the passenger or the original payment method, as Renfe does with refunds. In those cases, or if the carrier pays you directly, you must tell us within 5 working days of learning of it and pay the fees within 10 working days of the invoice, if the payment results from our claim. Failing to tell us in time does not make you lose any rights or carry any penalty.
6. Right of withdrawal
If you are a consumer, you may withdraw from this contract within 14 calendar days of its conclusion, without giving a reason and without penalty, by writing to josep@mul.tax.
If you expressly ask us to start during this period and then withdraw, you will pay, where applicable, only the proportional amount for the services provided up to that point, provided the legal information and consent requirements were met. Submitting the claim does not automatically make you lose the right of withdrawal.
7. Later cancellation
You may withdraw your instruction at any time by writing to us, without penalty. If you later receive financial compensation as a direct result of the work we had already done, the fees apply to the amount received. An offer from the carrier that you have not accepted generates no fees.
8. What you must do
You must provide accurate details and the journey documents, and not submit the same claim by another route while we handle it. If you have already submitted one, you must tell us.
9. Data protection
We process your data to manage the claim, as explained in our privacy policy.
10. Complaints and governing law
You may send any complaint to josep@mul.tax. Spanish law applies. If you are a consumer, you may go to the courts of your place of residence.