Terms and Conditions
1. Identification.
1.1. Grupo Feel The City, SL. (hereinafter, FTC); with EIN: B90206152; registered office at Calle Almirante Lobo, 2 - 4th Floor Left, Seville (41001), Seville, Spain; telephone +34600124206 (WhatsApp only); and email address info@feelthecitytours.com; is the owner of the website located at the Internet address https://museopradotickets.com/ and its social media accounts (hereinafter, the Website).
1.2. FTC is the owner of the following social media accounts:
1.3. Any person accessing 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 the 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:
2.4. The User undertakes to observe and comply with any legal provisions 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; therefore, it is the User’s responsibility to review them before accessing this Website or contracting the Services.
3. Minors.
3.1. The contracting of Services by minors is prohibited.
3.2. FTC reminds Users who are responsible for minors that it is their exclusive responsibility to determine which services and content are or are not appropriate for the age of such minors, and that there are computer programs that allow filtering and blocking access to certain content and services.
4. Content.
4.1. The content made available to the User on this Website comes from both FTC’s own sources and third parties.
4.2. FTC strives to ensure that content is of the highest possible quality and reasonably up to date, but does not guarantee its usefulness, accuracy, completeness, relevance, or timeliness.
4.3. The inclusion of content on this Website does not in any way constitute the provision of professional advisory services by FTC to the User.
4.4. FTC advises the User against making decisions based on the information contained on this Website without obtaining appropriate professional advice.
4.5. FTC reserves the right to change the content at any time
5. Intellectual property.
5.1. All content on this Website is owned by FTC or has been assigned to it by its respective owners and is duly protected by intellectual property regulations (copyright and trademarks).
5.2. Regardless of the purpose for which it is intended, the total or partial reproduction, use, exploitation, distribution, and commercialization of any proprietary content on this Website requires, in all cases, FTC’s prior written authorization.
5.3. Content not owned by FTC that may appear on this Website belongs to its respective owners, who are themselves responsible for any authorization to third parties.
6. Use.
6.1. The User voluntarily and expressly accepts that the use of this Website is always carried out under their sole and exclusive responsibility.
6.2. The User undertakes not to engage in any conduct that could damage the image, interests, and 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.
6.3. FTC reserves the right to deny or withdraw access to this Website, or to not allow the contracting of Services without prior notice, at its own request or that of a third party, for Users who breach these clauses or any specific conditions established for the use of certain services.
6.4. The User must provide personal data to contract the Services. The User will be responsible for providing truthful and lawful information. As a result of contracting, the User may be provided with a password for which they will be responsible, undertaking to use it diligently and confidentially.
6.5. The User undertakes to make lawful, appropriate, and responsible use of the content and services that FTC offers through this Website.
6.6. FTC reserves the right to remove any comments and contributions that violate respect for human dignity, that are discriminatory, xenophobic, racist, pornographic, that threaten youth or childhood, public order or security, or that, in its judgment, are not suitable for publication. In any case, FTC shall not be responsible for opinions expressed by users through forums, chats, or other participation tools.
7. SPAM.
7.1. The User is strictly prohibited from taking email addresses from this Website for sending advertising or promotional communications unless they have been previously requested or expressly authorized by their recipients.
8. Liability.
8.1. FTC will carry out all actions within its power to ensure the proper operation of this Website. However, taking into account the nature of the Internet and that the operation of this Website may depend on the intervention of third parties, FTC is not responsible for any inconvenience that may be caused to the User due to its incorrect operation.
8.2. FTC disclaims any type of liability arising from information published by third parties on this Website.
8.3. FTC assumes no liability whatsoever with respect to third-party content to which this Website redirects.
8.4. If the User considers that there is any content on this Website that may be illegal, they must notify it by email to reservas@feelthecitytours.com.
8.5. Given the nature of the Internet, FTC cannot guarantee the absence of elements that may cause alterations to its computer system or the User’s, and therefore assumes no liability for damages of any nature that may be due to such alterations.
9. Contracting Process.
- Accept the Cancellation and Refund Policy.
- Accept the Website and contracted services Usage Policy.
- Confirm that you have read, understood, and accepted the ticket delivery policy.
- Expressly accept that certain services do not allow cancellations or refunds.
These conditions must be accepted through an affirmative action (such as ticking checkboxes and/or a confirmation button) during the purchase process.
Without such explicit acceptance, the booking cannot be completed nor considered valid.
These Terms and Conditions are available in Spanish, English, French, Italian, and German.
All bookings are subject to:
- FTC’s express acceptance.
- The actual availability of the selected service or product.
The User will select the desired tourist service or product on the website, indicating:
- The date and time of the activity.
- The number of participants, differentiating between adults and children according to age.
Then:
- The User must complete a form with their personal data (full name, telephone number, and valid email address).
- The User will be redirected to the payment gateway to select a method and complete the transaction.
- Before completing payment, the User must explicitly accept all the policies mentioned in section 9.
Once payment has been successfully completed:
- 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 case of:
- Errors in payment validation.
- Incorrect or incomplete data provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
Before completing payment and formalizing the booking, the User must:
- Mandatory complete a form with the personal data of all members of the booking (name, surnames, and other required fields).
This step is essential and must be completed before confirming the purchase.
The monument access tickets are personalized, 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 is not responsible for the non-issuance of tickets or the inability to access the monument. In that case, the User will not be entitled to a refund, modification, or access.
The monument access tickets will be sent to the email 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 via WhatsApp and/or SMS for your convenience. Moreover, 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 to formalize the booking.
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 show up at the assigned time does not entitle the User to a refund.
The User is responsible for:
- Providing a valid email address.
- Checking the inbox and junk/spam folder.
In case of an error when entering the email address or inability to receive messages:
The booking will be considered invalid and non-refundable.
FTC is not responsible for errors arising from information provided by the User.
10. Payments
10.1. The following methods are allowed for the 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.
11. Prices.
- Guided tours,
- Personalized 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.
12. Cancellation, Withdrawal, and Refund Policy.
- Once the purchase has been made, cancellations, modifications, and refunds are not permitted.
- This policy is clearly communicated during the purchase process and must be expressly accepted before completing payment.
- The issued monument access tickets are final, personalized, and non-transferable.
Pursuant to 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 contracts provide for a specific date or period of performance."
Therefore, the User may not withdraw from the contract once the purchase of our date-specific services has been made.
Failure to show up or arriving late at the start of the activity does not entitle the User to a refund.
Not carrying the required identification documentation (ID card, passport, or others) if the monument requires it will prevent access without a refund.
Monument access tickets will only be issued with the complete and correct data provided by the User during the booking process.
A refund of the amount paid will only be permitted in the following cases:
Official 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 will not include any management fees or commissions applied.
The User declares that they are aware of and accept that monument access tickets 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:
Not receiving the ticket before that deadline does not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline will be considered unfounded, as the User has expressly accepted this policy when completing the purchase.
A voucher for the amount paid will be offered, valid for 2 years, to be used on any other service offered by FTC.
info@feelthecitytours.com
13. User obligations and access conditions.
14. Claims.
14.1. If the User wishes to file a claim with FTC, they may send it to the email address reservas@feelthecitytours.com.
14.2. 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. The User must also provide any supporting documentation or evidence they consider appropriate.
14.3. FTC will respond to the User’s complaint within a maximum period of one (1) month from receipt.
14.4. The User may also file complaints with the relevant consumer protection authorities.
15. Applicable Law and Jurisdiction.
15.1. These terms and conditions are subject to the laws of the United States.
15.2. Any dispute, controversy, or claim arising out of or related to these terms and conditions shall be submitted to the courts of the United States.
15.3. 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 related to these terms and conditions.
16. Contacts.
16.1. To contact FTC, you may do so through the following channels:
- Postal address: Calle Almirante Lobo, 2 - 4th Floor Left. Seville (41001), Seville, Spain
- Telephone: (WhatsApp only) / +34600124206
- Email: info@feelthecitytours.com