Terms and Conditions
1. Identification.
1.1. Grupo Feel The City, SL. (hereinafter, FTC); with EIN: B90206152, with registered office at Calle Almirante Lobo 2, 4th floor left, 41001 Seville (Spain), Telephone +34 600 124 206 (WhatsApp only); and email address info@feelthecitytours.com; is the owner of the website located at the Internet address https://madridroyalpalace-tickets.feelthecitytours.com/ and of its social media accounts (hereinafter, the Website).
1.2. FTC is the owner of the following social media accounts:
WhatsApp
1.3. Any person who accesses this Website (hereinafter, the User) confirms that they are of the minimum legal age required to give consent in relation to information society services. Otherwise, the User must refrain from accessing this Website.
2. Purpose.
2.1. These terms and conditions are intended to regulate the relationship between FTC and the User regarding access to this Website and the electronic contracting of services consisting of the purchase of tickets (right of access and complementary services) for the tours offered on this Website (hereinafter, the Services).
By accessing this Website or contracting the Services, the User expressly accepts all clauses of these terms and conditions, its privacy policy, and its cookie policy, as well as any specific conditions established for the use of certain services. If the User does not accept any of the aforementioned clauses, they must refrain from accessing this Website and from contracting the Services.
2.3. By accessing FTC's social media accounts, the User undertakes to comply with their terms and policies:
WhatsApp
2.4. The User undertakes to observe and comply with any legal provision applicable to access to this Website or to the contracting of the Services.
2.5. FTC reserves the right to change these terms and conditions at any time, and it is therefore the User's responsibility to review them before accessing this Website or contracting the Services.
3. Nature and scope of the service provision.
The nature of the contractual obligation assumed by FTC varies depending on the execution model specific to the service selected by the User. For the purposes of determining the proper performance of the contract and the admissibility of any claim or dispute, the following modalities are established:
3.1. Direct Execution Modality (Delivery of Digital Assets: Tickets and Audio Guides).
For those services whose main provision consists of the delivery of access tickets, audio guides or other digital resources directly by our entity:
- Scope of the obligation: FTC's obligation is limited to generating and making those digital assets available to the User.
- Completion of the service provision: The service shall be considered fully provided and the contract executed when the assets are sent through the digital channels provided by the User (email, SMS or instant messaging).
- Proof of compliance: The outgoing records and delivery logs of our communication systems shall constitute full and reliable proof of delivery of the service, regardless of whether the User actually downloads or views them.
3.2. Management and Mediation Modality (Services with Ticket Delivery by Third Parties).
For those services (guided tours, private visits or activities) where the physical delivery of access documents or the performance of the activity depends on a third party (guide, monument provider or external collaborator):
- Scope of the obligation: FTC's obligation is defined as a management and assurance obligation. The service consists of: (i) processing the booking with the final provider, (ii) verifying that the data supplied by the User are suitable for formalising the service, and (iii) issuing the booking confirmation.
- Completion of the service provision: FTC's service shall be considered completed and duly performed when the "Booking Confirmation" is sent to the User.
- Exemption from liability after confirmation: Once the booking confirmation has been issued, the provision of physical tickets or the performance of the tour at the meeting point forms part of the operational dynamics of the final service. Therefore, the User acknowledges that FTC has fulfilled its contractual commitment once the place has been secured and the confirmation notified, and the bank charge shall not be subject to dispute for incidents unrelated to that booking management.
3.3. Pre-contractual Information and Acceptance
Before completing the purchase, the User has access to the full description of the contracted service, including the scope of FTC's obligations according to the selected modality. Completion of the payment process implies express acceptance of these Terms and Conditions, with such acceptance being recorded in FTC's system as part of the transaction record.
This step is essential and must be completed before confirmation of the purchase.
The access tickets to the monument are nominative, personal and non-transferable and will only be issued with this complete and verified information.
If the User provides incorrect, incomplete or false data, FTC shall not be responsible for the non-issuance of the tickets or for the impossibility of accessing the monument. In such case, the User shall not be entitled to a refund, modification or access.
Therefore:
Non-receipt of the ticket before that deadline does not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline shall be considered unfounded, as the User has expressly accepted this policy upon completing the purchase.
4. Minors.
4.1. Minors are prohibited from contracting Services.
4.2. FTC reminds Users who are responsible for minors that it is their sole responsibility to determine which services and content are or are not appropriate for the age of those minors, and that software programs exist that allow access to certain content and services to be filtered and blocked.
5. Content.
5.1. The content made available to the User on this Website comes from both proprietary and third-party sources.
5.2. FTC endeavours to ensure that the content is of the highest possible quality and reasonably up to date, but does not guarantee its usefulness, accuracy, completeness, relevance or timeliness.
5.3. The inclusion of content on this Website does not in any way constitute the provision of a professional advisory service by FTC to the User.
5.4. FTC advises the User not to make decisions based on the information contained in the content of this Website without obtaining appropriate professional advice.
5.5. FTC reserves the right to change the content at any time.
6. Intellectual Property.
6.1. All content on this Website is owned by FTC or has been assigned to it by the corresponding rights holders and is duly protected by intellectual property regulations (copyright and trademark rights).
6.2. Regardless of the purpose for which it may be intended, the total or partial reproduction, use, exploitation, distribution and commercialisation of any proprietary content of this Website requires, in all cases, prior written authorisation from FTC.
6.3. Content not belonging to FTC that may appear on this Website belongs to its respective owners, who are themselves responsible for granting any authorisation to third parties.
7. Uses.
7.1. The User voluntarily and expressly accepts that use of this Website is carried out, in all cases, under their sole and exclusive responsibility.
7.2. The User undertakes not to engage in any conduct that could damage the image, interests or rights of FTC or third parties, or that could damage, disable or overload this Website, or that could in any way prevent its normal use.
7.3. FTC reserves the right to deny or withdraw access to this Website or to refuse the contracting of Services without prior notice, on its own initiative or at the request of a third party, to Users who breach these clauses or any specific conditions established for the use of certain services.
7.4. The User must provide personal data in order to contract the Services. The User shall be responsible for providing truthful and lawful information. As a result of the contracting process, the User may be provided with a password for which they will be responsible, undertaking to use it diligently and confidentially.
7.5. The User undertakes to make lawful, appropriate and responsible use of the content and services that FTC offers through this Website.
7.6. FTC reserves the right to remove any comments and contributions that violate respect for human dignity, that are discriminatory, xenophobic, racist, pornographic, that attack youth or childhood, public order or safety, or that, in its opinion, are not suitable for publication. In any case, FTC shall not be responsible for the opinions expressed by users through forums, chats or other participation tools.
8. SPAM.
8.1. The User is strictly prohibited from collecting email addresses from this Website for the purpose of sending advertising or promotional communications that have not been previously requested or expressly authorised by their recipients.
9. Liability.
9.1. FTC shall take all actions within its power to ensure the proper functioning of this Website. However, taking into account the nature of the Internet and the fact that the operation of this Website may depend on the intervention of third parties, FTC shall not be liable for any inconvenience that may be caused to the User due to its incorrect functioning.
9.2. FTC disclaims any liability arising from information published by third parties on this Website.
9.3. FTC assumes no liability whatsoever with respect to third-party content to which the User is redirected from this Website.
9.4. If the User considers that there is any content on this Website that may be illegal, they must notify this by email at info@thewalkertours.com.
9.5. Given the nature of the Internet, FTC cannot guarantee the absence of elements that may cause alterations to its computer system or to that of the User, and therefore assumes no liability for damages of any kind that may be due to such alterations.
10. Contracting Process.
In order to formalise any booking, the User's express and prior acceptance of the following conditions is an essential requirement to complete the purchase process:
- Acceptance of these general Terms and Conditions.
- Acceptance of the Cancellation and Refund Policy.
- Acceptance of the Policy on Use of the website and contracted services.
- Confirmation that the User has read, understood and accepted the ticket delivery policy.
- Express acceptance that certain services do not allow cancellations or refunds.
These conditions must be accepted by means of an affirmative action (such as ticking boxes and/or clicking a confirmation button) during the purchase process.
Without such explicit acceptance, the booking cannot be completed and shall not be considered valid.
- Acceptance of the Cancellation and Refund Policy.
- Acceptance of the Policy on Use of the website and contracted services.
- Confirmation that the User has read, understood and accepted the ticket delivery policy.
- Express acceptance that certain services do not allow cancellations or refunds.
These conditions must be accepted by means of an affirmative action (such as ticking boxes and/or clicking a confirmation button) during the purchase process.
Without such explicit acceptance, the booking cannot be completed and shall not be considered valid.
10.1. Language and validity
These Terms and Conditions are available in Spanish, English, French, Italian and German.
All bookings are subject to:
- Express acceptance by FTC.
- Actual availability of the selected service or product.
These Terms and Conditions are available in Spanish, English, French, Italian and German.
All bookings are subject to:
- Express acceptance by FTC.
- Actual availability of the selected service or product.
10.2. Booking process
The User shall select the desired tourist service or product on the website, indicating:
- The date and time of performance.
- The number of participants, distinguishing between adults and children according to age.
Afterwards:
- The User must complete a form with their personal details (full name, telephone number and valid email address).
- The User will be redirected to the payment gateway to select a payment method and complete the transaction.
- Before completing the payment, the User must explicitly accept all the policies mentioned in point 9.
Once payment has been completed correctly:
- The User will receive a confirmation email with the booking details.
- This email constitutes the binding contract between the User and FTC (hereinafter, the “Contract”).
FTC reserves the right not to accept the booking in the event of:
- Errors in payment validation.
- Incorrect or incomplete data provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
The User shall select the desired tourist service or product on the website, indicating:
- The date and time of performance.
- The number of participants, distinguishing between adults and children according to age.
Afterwards:
- The User must complete a form with their personal details (full name, telephone number and valid email address).
- The User will be redirected to the payment gateway to select a payment method and complete the transaction.
- Before completing the payment, the User must explicitly accept all the policies mentioned in point 9.
Once payment has been completed correctly:
- The User will receive a confirmation email with the booking details.
- This email constitutes the binding contract between the User and FTC (hereinafter, the “Contract”).
FTC reserves the right not to accept the booking in the event of:
- Errors in payment validation.
- Incorrect or incomplete data provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
10.3. Obligation to complete personal data
Before completing payment and formalising the booking, the User must:
- Compulsorily complete a form with the personal data of all members of the booking (first name, surname and any other required fields).
Before completing payment and formalising the booking, the User must:
- Compulsorily complete a form with the personal data of all members of the booking (first name, surname and any other required fields).
This step is essential and must be completed before confirmation of the purchase.
The access tickets to the monument are nominative, personal and non-transferable and will only be issued with this complete and verified information.
If the User provides incorrect, incomplete or false data, FTC shall not be responsible for the non-issuance of the tickets or for the impossibility of accessing the monument. In such case, the User shall not be entitled to a refund, modification or access.
Failure to submit the data within the indicated timeframe and in the indicated manner entitles FTC to consider the service as a 'No Show' for reasons attributable to the customer, without the right to a refund and with the bank charge remaining valid.
10.4. Ticket delivery
10.4.1. Delivery timeframe
Access tickets to the monument will be sent to the email address provided by the User within the following timeframes:
- Up to 24 hours before the start of the contracted activity.
- For bookings made less than 24 hours in advance, tickets may be sent up to 1 hour before the start of the activity.
When tickets are available, you will receive your ticket by email and, additionally, we may send it by WhatsApp and/or SMS for your convenience. Furthermore, 24 hours before your visit, you will receive an automatic reminder through the same channels. This delivery policy is clearly communicated during the purchase process and must be expressly accepted by the User in order to formalise the booking. Delivery of digital services (tickets/audio guides) or booking confirmations shall be evidenced by the sending records (logs) of our communication platforms (Mandrill, WhatsApp, SMS), which constitute reliable proof that the service has been made available.
Access tickets to the monument will be sent to the email address provided by the User within the following timeframes:
- Up to 24 hours before the start of the contracted activity.
- For bookings made less than 24 hours in advance, tickets may be sent up to 1 hour before the start of the activity.
When tickets are available, you will receive your ticket by email and, additionally, we may send it by WhatsApp and/or SMS for your convenience. Furthermore, 24 hours before your visit, you will receive an automatic reminder through the same channels. This delivery policy is clearly communicated during the purchase process and must be expressly accepted by the User in order to formalise the booking. Delivery of digital services (tickets/audio guides) or booking confirmations shall be evidenced by the sending records (logs) of our communication platforms (Mandrill, WhatsApp, SMS), which constitute reliable proof that the service has been made available.
Tickets with in-person collection.
In certain cases, tickets will not be sent by email but must be collected in person at the meeting point indicated in the booking confirmation. Information relating to the collection point, as well as the specific delivery conditions, is clearly detailed during the purchase process and in the confirmation email received by the User.
10.4.2. Final access time
To guarantee availability, FTC may purchase tickets for a time different from the one initially selected, always within a reasonable margin.
It is the User's responsibility to:
- Check the final time indicated on the tickets.
- Arrive punctually.
Failure to attend at the assigned time does not entitle the User to a refund.
To guarantee availability, FTC may purchase tickets for a time different from the one initially selected, always within a reasonable margin.
It is the User's responsibility to:
- Check the final time indicated on the tickets.
- Arrive punctually.
Failure to attend at the assigned time does not entitle the User to a refund.
10.5. Responsibility for communications
The User is responsible for:
- Providing a valid email address.
- Checking their inbox and junk/spam folder.
In the event of an error when entering the email address or impossibility of receipt:
The booking shall be considered invalid and non-refundable.
FTC shall not be responsible for errors arising from the information provided by the User.
The User is responsible for:
- Providing a valid email address.
- Checking their inbox and junk/spam folder.
In the event of an error when entering the email address or impossibility of receipt:
The booking shall be considered invalid and non-refundable.
FTC shall not be responsible for errors arising from the information provided by the User.
11. Payments
11.1. The following payment methods are accepted for payment of the Services:
- PayPal account
- Credit card via Stripe
- Google Pay
- Apple Pay
The User who makes any payment for the Services through PayPal accepts the legal agreements for PayPal services.
The User who makes any payment for the Services through Stripe accepts the legal agreements for Stripe services.
The User who makes any payment for the Services through Google Pay accepts the legal agreements for Google Pay services.
The User who makes any payment for the Services through Apple Pay accepts the legal agreements for Apple Pay services.
12. Prices.
12.1. Transparency and composition of the price:
The prices of the services offered on our website include both access tickets to the monument, museums or activities, and additional value-added services that form an integral part of your experience.
These value-added services may include, among others:
- Audio guides,
- Guided tours,
- Personalised assistance during the booking process,
- Value-added services in the customer's purchase experience,
- Ticket management and processing,
- Services associated with the payment process,
- As well as our company's own commercial margin.
- Guided tours,
- Personalised assistance during the booking process,
- Value-added services in the customer's purchase experience,
- Ticket management and processing,
- Services associated with the payment process,
- As well as our company's own commercial margin.
All of this is offered as an integral package designed to guarantee a convenient, secure and personalised booking and visit experience.
12.2. Price display:
Prices are indicated in the currency chosen by the User and include all applicable taxes or fees.
The total price —including taxes and fees— will be shown clearly to the User before completing the purchase.
12.3. Prices per person and special conditions:
Unless expressly stated otherwise, the prices shown on the website for tickets, audio guides and guided tours are prices per person.
At certain monuments, prices may vary depending on the age of the attendees (adult, child, senior, etc.).
The User must select the total number of attendees, indicating the corresponding ages, in order to view the final price of their booking.
12.4. Conditions for private tours:
In the case of private tours, the base price shown corresponds to one person.
As the number of attendees increases, the final price is updated proportionally.
It is the User's responsibility to correctly select the number of participants in the booking form in order to obtain the total amount.
12.5. Errors and modifications:
All price and service information is subject to possible typographical or technical errors beyond FTC's control.
If an error in the price is detected after the purchase, FTC shall notify the User immediately, and the User may withdraw from the contract at no cost.
FTC reserves the right to modify service prices at any time. In any case, the applicable price shall be the one in force at the time the booking is formalised.
13. Cancellation, Withdrawal and Refund Policy.
13.1. Services that include access tickets to the monument, museums or audio guides
- Once the purchase has been made, cancellations, modifications or refunds are not permitted.
- This policy is clearly communicated during the purchase process and must be expressly accepted before completing payment.
- The issued access tickets to the monument are final, nominative and non-transferable.
Legal basis:
In accordance with Directive 2011/83/EU, Article 16, letter l):
"The right of withdrawal shall not apply to contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance."
Therefore, the User may not withdraw from the contract once the purchase of our services with a specific date has been made.
In accordance with Directive 2011/83/EU, Article 16, letter l):
"The right of withdrawal shall not apply to contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance."
Therefore, the User may not withdraw from the contract once the purchase of our services with a specific date has been made.
Other conditions:
Failure to attend or late arrival at the start of the activity does not entitle the User to a refund.
Failure to carry the required identification document (ID card, passport or others), where required by the monument, prevents access without a refund.
Access tickets to the monument will only be issued with the complete and correct data provided by the User during the booking process.
Failure to attend or late arrival at the start of the activity does not entitle the User to a refund.
Failure to carry the required identification document (ID card, passport or others), where required by the monument, prevents access without a refund.
Access tickets to the monument will only be issued with the complete and correct data provided by the User during the booking process.
Refund exceptions:
A refund of the amount paid will only be allowed in the following cases:
Cancellation of the visit by the monument, provided that the monument itself makes or accepts the refund.
Administrative errors attributable to the monument provider or to FTC's management.
In these cases, the refund will be made through the same payment method and shall not include, under any circumstances, any management costs or fees applied.
A refund of the amount paid will only be allowed in the following cases:
Cancellation of the visit by the monument, provided that the monument itself makes or accepts the refund.
Administrative errors attributable to the monument provider or to FTC's management.
In these cases, the refund will be made through the same payment method and shall not include, under any circumstances, any management costs or fees applied.
Claims and disputes initiated before the Ticket delivery deadline:
The User declares that they are aware of and accept that access tickets to the monument will be delivered up to 24 hours before the start of the contracted activity, as indicated during the purchase process, in the booking confirmation and in Article 9 of these Terms and Conditions.
The User declares that they are aware of and accept that access tickets to the monument will be delivered up to 24 hours before the start of the contracted activity, as indicated during the purchase process, in the booking confirmation and in Article 9 of these Terms and Conditions.
Therefore:
Non-receipt of the ticket before that deadline does not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline shall be considered unfounded, as the User has expressly accepted this policy upon completing the purchase.
13.2. Services that do not include access tickets to the monument
For services that do not include access tickets to the monument, museums or audio guides, the User has greater flexibility regarding cancellations and refunds. These services correspond to activities or products that do not include access tickets or audio guides.
The User may cancel the booking with a full refund up to 24 hours before the start of the contracted service.
After that deadline, cancellations or refunds will not be accepted.
In cases of force majeure (such as pandemics):
A voucher will be offered for the amount paid, valid for 2 years, to be used for any other service offered by FTC.
A voucher will be offered for the amount paid, valid for 2 years, to be used for any other service offered by FTC.
To cancel or modify a booking of this type, the User must communicate this in writing to the following email address:
info@panchotours.com
info@panchotours.com
14. User Obligations and Access Conditions.
14.1. Mandatory personal data and nominative nature of the tickets
The User must provide, truthfully and completely, all personal data required for each member of the booking before formalising the purchase.
The tickets for access to the monument are nominative, personal and non-transferable. They may not be used by persons other than those whose data have been correctly provided during the booking process.
14.2. Deadline for submitting data
The User shall have a maximum period of 30 minutes from completion of the purchase to submit the required personal data.
If the data are not received within that period, FTC does not guarantee the availability of access tickets to the monument and the User shall not be entitled to a refund.
Where appropriate, FTC may offer alternatives, but without any obligation to refund.
14.3. Late, incomplete or incorrect submission of data
If the User provides the personal data after the stipulated deadline, incompletely or incorrectly, FTC shall not be responsible for the non-issuance of tickets or for the impossibility of accessing the monument, and the booking shall be considered non-refundable.
Correction, modification or change of personal data after purchase shall not be possible, except for justified reasons expressly accepted by FTC before the tickets are issued.
14.4. Responsibility for email address
It is the User's sole responsibility to provide a valid and functional email address to receive the booking confirmation and access tickets to the monument.
FTC shall not be responsible if the User does not receive the tickets due to entering an incorrect email address, failing to check their inbox (including the spam folder), or due to any error unrelated to FTC.
In these cases, the booking shall be considered non-refundable and shall not give rise to any right to a refund.
14.5. Personal and non-transferable use of tickets
Access tickets to the monument may not be resold, transferred, assigned or used by persons other than those indicated in the booking.
Access to the monument may require presentation of an identity document. Any mismatch between the data on the ticket and the documentation provided will prevent access without the right to a refund.
14.6. Impossibility of modification or assignment after purchase
Under no circumstances shall modification of name, date, time or assignment of the booking be permitted once the purchase has been made.
The only exception shall be a manifest error detected and reported before the tickets are issued, and always at FTC's discretion.
14.7. Defence against claims and disputes
The User declares that they are aware of and accept that the impossibility of access arising from failure to submit personal data, late submission, incorrect submission of personal data, or use of an incorrect email address does not constitute a breach by FTC and does not give rise to the right to a refund or to a valid dispute.
Any claim or dispute initiated for these reasons shall be considered unfounded under these conditions, which have been expressly accepted by the User.
15. Claims.
15.1. If the User wishes to file a claim with FTC, they may send it to the email address info@thewalkertours.com.
15.2. To process a complaint, the User must provide their full name, contact email address and an explanation of the facts giving rise to the complaint. They must also provide any supporting documentation or evidence they consider appropriate.
15.3. FTC shall respond to the User's complaint within a maximum period of one (1) month from receipt.
15.4. The User may also file complaints with the relevant consumer protection authorities.
16. Applicable Law and Jurisdiction.
16.1. These terms and conditions are subject to the laws of the United States.
16.2. Any dispute, controversy or claim arising out of or relating to these terms and conditions shall be submitted to the courts of the United States.
16.3. If the User resides outside the United States, the courts of the United States shall have exclusive jurisdiction over any dispute, controversy or claim arising out of or relating to these terms and conditions.
17. Contact Details.
17.1. To contact FTC, you may do so through the following means:
Postal address: Calle Almirante Lobo, 2 - 4th Floor Left. Seville (41001), Seville, Spain
Telephone: (WhatsApp only) / +34 600 124 206
Email: info@feelthecitytours.com