Can I buy tickets online for the Prado Museum?

Yes, you can buy your tickets on our website. To do this you should select a date and time of the visit and the audioguide language.

What documentation do I need for access to Prado Museum?

To access the Prado Museum, you must present the corresponding ticket, either in digital or printed format.

Is there a cloakroom service at the Prado Museum?

Yes, the Prado Museum offers a free cloakroom service where visitors can leave coats and personal items that cannot be taken into the exhibition rooms. This service is available at all museum entrances.

If I book a Prado Museum Guided Tour, is the ticket included?

Yes, reservations that include a guided tour generally cover both the guide service and the museum entrance.

Cancellation and Refund Policy

Detailed Explanation

Before booking, it's essential to understand how cancellations, refunds, and ticket delivery work in our services.

Below we explain the key rules in a clear and direct way. If you want to review the legal details, you can read Articles 9, 12, and 13 of our Terms and Conditions.

1. Services with monument access tickets (Articles 9 and 12)

For these services, access tickets are nominative, personal, and non-transferable. You must correctly complete the information for all participants before finalizing the purchase.
Tickets are delivered up to 24 hours before the start of the activity. If you book less than 24 hours in advance, they may arrive up to 1 hour before the start.
No cancellations, changes, or refunds are allowed once the purchase is completed, except in the following cases:
Official cancellation of the visit by the monument, provided the refund is processed or accepted by the monument itself.
Administrative error attributable to TWT or the official provider.
Not receiving the tickets before the maximum delivery deadline does not constitute a breach or entitle you to a refund.
(See Articles 9 and 12 of the Terms and Conditions)

2. Services without monument access tickets (Article 12.2)

If you book a service that doesn't include access tickets or audio guides, you may cancel and receive a full refund up to 24 hours before the start of the service.
If you cancel after the deadline or don’t show up, no refund will be issued.
In force majeure cases (e.g., a pandemic), a voucher equal to the paid amount will be issued, valid for 2 years.

3. Obligations and important warnings (Articles 9 and 13)

You must correctly provide all required personal data and a valid email address.
If the data is incorrect, incomplete, or submitted late, you won’t be allowed to access the monument and no refund will be issued.
Tickets will only be issued with accurate and complete data.
If there is any mismatch between booking data and ID presented, access may be denied with no right to a refund.

4. Claims and disputes before the delivery deadline (Article 12)

Filing a claim or dispute before the ticket delivery deadline (24 hours before the activity) is not valid, as you have expressly accepted this policy during the purchase.

5. Why can’t you cancel or request a refund for services with monument access tickets?

According to European law, when you purchase a service related to leisure activities with a specific date (like monument entries or timed tours), there is no right of withdrawal.

This rule is established in the European Directive 2011/83/EU on consumer rights, Article 16, letter (l), and applies throughout the European Union.

This means that once your purchase is completed and booking confirmed, you may not cancel or request a refund, except for the cases described in our policy (official cancellation by the monument or administrative error).

You can consult the legal text here: Directive 2011/83/EU, Article 16, letter (l).

We recommend reading Articles 9, 12, and 13 of our Terms and Conditions carefully before booking. If you have any questions, feel free to contact us before completing your purchase.