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Cancellation and Refund Policy

For all Services:

Failure to show up for a visit or to show up after the tour start time, as well as failure to carry your ID card or passport for visits that include entrance tickets to the monument/museum will not entitle you to any refund of the amount of the services purchased.

Services that include entrance tickets to the monument/museum or audio guides.

Once the booking has been made, as published on the website and explicitly accepted during the purchase process, including the last step in which the acceptance of the cancellation and withdrawal policy and the terms of the contract are marked:

  • Due to the nature of the services offered, NO MODIFICATION OR CANCELLATION IS ALLOWED once the purchase of the service (hereinafter, the Purchase) has been made.

      • - No modification of names, dates or time will be allowed.

      - Tickets cannot be cancelled or refunded, so you are not entitled to any refund.

      - There are no possible exceptions or reasons (COVID, illness, work-related reasons, trip cancellation, etc.), as published and defined by the return and cancellation policy of the monument. According to the Resolution of December 17, 2020, of the Museo Nacional del Prado, which publishes the Agreement of the Permanent Commission of the Royal Board of Trustees of the Museo Nacional del Prado, establishing the public entrance fees to the Museum: Article 10. General conditions of access to the Museum: “Purchased tickets are non-refundable, except in those cases established in the Museum's internal regulations.”

  • Once the Purchase is made, THERE WILL BE NO RIGHT TO RETURN OR REFUND OF THE AMOUNT PAID, according to the public regulations of the monument, except in the following cases:

      • - In the event that a purchased service cannot be provided due to the closure of the monument, you will be entitled to a full refund, which will be made using the same method used for payment of the ticket.

Under no circumstances will the amount of the management fee established in the ticket management and sales system be refunded.

  • As detailed in the European Law for the Defence of Consumers, the right of withdrawal may not be applied when the service has been fully or partially completed if the consumer has given his prior express consent and acknowledges that he will lose his right of withdrawal once the contract has been fully executed by the seller, i.e. at the time of purchase. Under the provisions of Article 103.l) of the General Law for the Defence of Consumers and Users, once the Purchase has been made, THE RIGHT OF WITHDRAWAL CANNOT BE AFFORDABLE as these are services related to leisure activities that provide for a specific date or period of execution.

Services do NOT include entrance fees to the monument/museum or audio guides:

  • You may cancel your booking up to 24 HOURS prior to departure for a full refund.


*IMPORTANT: Cancellation fees will be charged from the moment the request is made.

In the event of a pandemic or other force majeure beyond our control that prevents the service from being carried out, the amount you have paid will be made available to you in the form of a voucher to consume any of our products with a validity of 2 years and not with the transfer of the money paid.

To request changes or cancellations, please send a written request to the following email address: reservas@feelthecitytours.com


Tickets to the monument are exclusively nominative.

Once the purchase has been made, YOU ARE RESPONSIBLE FOR COMPLETING AND SENDING THE PERSONAL DATA FORM REQUIRED FOR ACCESS TO THE MONUMENT WITHIN 30 MINUTES OF MAKING THE PURCHASE.

  1. IF YOU DO NOT COMPLETE AND SUBMIT YOUR PERSONAL DETAILS, YOU WILL NOT BE ABLE TO ACCESS THE MONUMENT for reasons beyond our control, and YOU WILL NOT BE ENTITLED TO A REFUND.
  2. You are responsible for PROVIDING A VALID EMAIL ADDRESS for sending the Purchase information and the monument access tickets. If you provide an incorrect or invalid email address it will be your responsibility that neither the Purchase information nor the monument access tickets will be sent to you, therefore, YOU WILL NOT BE ENTITLED TO A REFUND OR REIMBURSEMENT OF PAID MONUMENTS.
  3. IF YOU DO NOT FILL IN AND SEND YOUR PERSONAL DETAILS WITHIN 30 MINUTES OF MAKING THE PURCHASE, IT IS POSSIBLE THAT MONUMENT ACCESS TICKETS WILL NO LONGER BE AVAILABLE AT THE TIME REQUESTED. In this case you will be offered several alternatives to visit the monument. In any case, YOU WILL NOT BE ENTITLED TO WITHDRAWAL, RETURN OR REFUND OF PAYMENT.