Terms and Conditions
1. Identification.
1.1. Grupo Feel The City Tours (hereinafter referred to as FTC); with EIN: B90206152; registered office at Calle Adolfo Rodriguez Jurado 6, Sevilla, España; phone +34664642904 (Only WhatsApp); and email address reservas@feelthecitytours.com; is the owner of the website located at the Internet address https://museopradotickets.com/ and its social media accounts (hereinafter referred to as the Website).
1.2. FTC is the owner of the following social media accounts:
1.3. The person accessing this Website (hereinafter referred to as the User) assures that they are of legal minimum age to give consent regarding information society services. Otherwise, the User must refrain from accessing this Website.
2. Purpose.
2.1. These terms and conditions aim 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 (access rights and complementary services) for the tours offered on this Website (hereinafter referred to as Services).
By accessing this Website or contracting Services, the User expressly accepts all the clauses of these terms and conditions, its privacy policy, and its cookie policy, as well as all those specific conditions collected for the use of certain services. In case of not accepting any of the mentioned clauses, the User 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 comply with any legal provisions applicable to access to this Website or the contracting of the Services.
2.5. FTC reserves the right to change these terms and conditions at any time, so it is the User's responsibility to review them before accessing this Website or contracting the Services.
3. Minors.
3.1. Contracting Services by minors is prohibited.
3.2. FTC reminds Users who have minors in their care that it is their sole responsibility to determine which services and content are appropriate for the age of these minors and that there are computer programs that allow filtering and blocking access to certain content and services.
4. Content.
All the content on this Website is protected by intellectual and industrial property regulations. The total or partial reproduction, use, exploitation, distribution, and commercialization of any content on this Website requires authorization from Grupo Feel The City. Content not owned by Grupo Feel The City that may appear on this Website belongs to their respective owners, who are responsible for any authorizations to third parties.
5.2. Regardless of their intended purpose, the total or partial reproduction, use, exploitation, distribution, and commercialization of any content owned by this Website always requires prior written authorization from FTC.
4.1. The content made available to the User on this Website comes from both its own sources and third parties.
4.2. FTC strives to provide the highest quality content and keep it reasonably up-to-date, but does not guarantee the usefulness, accuracy, completeness, relevance, and timeliness of the content.
4.3. The inclusion of content on this Website does not constitute the provision of professional advisory services by FTC to the User in any way.
4.4. FTC advises the User not to make decisions based on the information contained in the content of this Website without obtaining appropriate professional advice.
4.5. FTC reserves the right to change the content at any time.
5. Intellectual Property.
5.1. All content on this Website is the property of 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 their intended purpose, the total or partial reproduction, use, exploitation, distribution, and commercialization of any content owned by this Website always requires prior written authorization from FTC.
5.3. Content not owned by FTC that may appear on this Website belongs to their respective owners, who are responsible for any authorizations to third parties.
6. Use.
6.1. The User voluntarily and expressly accepts that the use of this Website is always at their sole and exclusive responsibility.
6.2. The User agrees not to engage in any conduct that could harm 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 hinder its normal use.
6.3. FTC reserves the right to deny or withdraw access to this Website or to prevent the contracting of Services without prior notice, at 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.
6.4. The User must provide personal data for the contracting of Services. The User will be responsible for providing accurate and lawful information. As a result of the contracting, the User may be provided with a password for which they will be responsible, committing to its diligent and confidential use.
6.5. The User agrees 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 the dignity of the person, are discriminatory, xenophobic, racist, pornographic, harmful to youth or childhood, public order, or public safety, or that, in its judgment
7. SPAM.
7.1. The User is strictly prohibited from taking email addresses from this Website for the purpose of sending advertising or promotional communications without having been previously requested or expressly authorized by the recipients.
8. Responsibilities.
8.1. FTC will take all actions within its power to ensure the proper functioning of this Website. However, considering 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 inconveniences that may be caused to the User due to its improper functioning.
8.2. FTC disclaims any responsibility for information published by third parties on this Website.
8.3. FTC assumes no responsibility for the contents of third parties to which this Website redirects.
8.4. In the event that the User believes that there is any content on this Website that may be illegal, they must notify it by email to the address reservas@feelthecitytours.com.
8.5. Due to the nature of the Internet, FTC cannot guarantee the absence of elements that may disrupt your computer system or that of the User, so it assumes no responsibility for any damages and losses of any nature that may result from these disruptions.
9. Booking Process.
- Accept the Cancellation and Refund Policy.
- Accept the Website and Services Usage Policy.
- Confirm that you have read, understood, and accepted the ticket delivery policy.
- Expressly accept that certain services are non-cancellable and non-refundable.
These conditions must be accepted through an affirmative action (such as ticking boxes and/or a confirmation button) during the purchase process.
Without such explicit acceptance, the booking cannot be completed and will not be considered valid.
These Terms and Conditions are available in Spanish, English, French, Italian, and German.
All bookings are subject to:
- The express acceptance by TWT.
- The actual availability of the selected service or product.
The User shall select the desired tourism service or product on the website, indicating:
- The date and time of the activity.
- The number of participants, differentiating between adults and children based on age.
After that:
- The User must complete a form with their personal details (full name, phone number, and a valid email address).
- The User will be redirected to the payment gateway to choose a payment method and complete the transaction.
- Before completing the payment, the User must explicitly accept all the policies mentioned in section 9.
Once the payment is successfully made:
- The User will receive a confirmation email with the booking details.
- This email constitutes the binding contract between the User and TWT (hereinafter, the “Contract”).
TWT reserves the right not to accept the booking in the event of:
- Payment validation errors.
- Incorrect or incomplete data provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
Before completing the payment and formalizing the booking, the User must:
- Fill in a mandatory form with the personal details of all participants in the booking (name, surname, and other required fields).
This step is essential and must be completed prior to confirming the purchase.
The monument access tickets 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 information, TWT shall not be held responsible for the non-issuance of the tickets or the inability to access the monument. In such cases, the User will not be entitled to any refund, modification, or access.
Monument access tickets will be sent to the email address provided by the User within the following timeframes:
- Up to 24 hours before the start of the scheduled activity.
- For bookings made less than 24 hours in advance, tickets may be sent up to 1 hour before the activity starts.
This delivery policy is clearly communicated during the purchase process and must be expressly accepted by the User in order to finalize the booking.
To ensure availability, TWT may purchase tickets with a time slot different from the one initially selected, always within a reasonable margin.
It is the User’s responsibility to:
- Review the final time indicated on the tickets.
- Arrive on time.
Failure to arrive 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 spam/junk folders.
In case of error when entering the email address or failure to receive the tickets:
The booking shall be considered invalid and non-refundable.
TWT shall not be held liable for any errors resulting from information provided by the User.
10. Payments
10.1. The following methods are allowed for the payment of Services:
- PayPal Account
- Credit card through Stripe
- Google Pay
- Apple Pay
The User who makes any payment for Services through PayPal accepts the legal agreements for PayPal services.
The User who makes any payment for Services through Stripe accepts the legal agreements for Stripe services.
The User who makes any payment for Services through Google Pay accepts the legal agreements for Google Pay services.
The User who makes any payment for 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 purchasing experience,
- Ticket management and processing,
- Services related to the payment process,
- As well as our company’s own commercial margin.
12. Cancellation, Withdrawal, and Refund Policy.
- Once the purchase is completed, no cancellations, modifications, or refunds are allowed.
- This policy is clearly communicated during the purchase process and must be expressly accepted before completing the payment.
- Issued monument tickets are final, nominative, and non-transferable.
According to Directive 2011/83/EU, Article 16, letter l):
"The right of withdrawal does not apply to contracts for the provision of leisure services where 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 dated services is completed.
Failure to show up or arriving late for the activity does not entitle the User to a refund.
Failure to present required identification (ID, passport, or others), when demanded by the monument, results in denied entry without refund.
Monument tickets will only be issued with the complete and correct data provided by the User during the booking process.
A refund will only be granted in the following cases:
Official cancellation of the visit by the monument, provided the monument itself processes or accepts the refund.
Administrative errors attributable to the monument provider or FTC’s management.
In such cases, the refund will be made via the same payment method, excluding any management fees or commissions.
The User acknowledges and accepts that monument tickets will be delivered up to 24 hours before the start of the booked activity, as stated in the purchase process, booking confirmation, and Article 9 of these Terms and Conditions.
Therefore:
Non-receipt of the ticket before this deadline does not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery time will be deemed invalid, as the User has expressly accepted this policy upon purchase.
A voucher for the paid amount will be offered, valid for 2 years, to be used for any other service offered by FTC.
13. User Obligations and Access Conditions.
14. Complaints.
14.1. In the event that the User wishes to make a complaint to FTC, they can send it to the email address reservas@feelthecitytours.com.
14.2. To process a complaint, the User must provide their full name, contact email, and an explanation of the facts that motivate the complaint. They must also provide any supporting documentation or evidence that 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 can 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 Spain.
15.2. Any dispute, controversy, or claim arising out of or related to these terms and conditions shall be submitted to the courts of Spain.
15.3. If the User resides outside of Spain, the courts of Spain 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 can do so through the following means:
- Postal Address: Calle Adolfo Rodriguez Jurado 6, Sevilla, España
- Phone: (Only WhatsApp) / +34664642904
- Email: reservas@feelthecitytours.com