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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.

To complete any booking, the express and prior acceptance by the User of the following conditions is an essential requirement to finalize the purchase process:
- Accept these general Terms and Conditions.
- 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.

9.1. Language and Validity
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.

9.2. Booking Procedure
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.

9.3. Obligation to Provide Personal Data
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.

9.4. Ticket Delivery
9.4.1. Delivery Timeframe
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.

9.4.2. Final Access Time
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.

9.5. Responsibility for Communication
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:

  1. PayPal Account
  2. Credit card through Stripe
  3. Google Pay
  4. 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.

11.1. Price transparency and composition:
The prices of the services offered on our website include both the access tickets to monuments, museums, or activities, and additional value-added services that are an integral part of your experience.
These value-added services may include, among others:
- Audio guides,
- 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.
All of this is offered as a comprehensive package designed to ensure a comfortable, safe, and personalized booking and visiting experience.

11.2. Price display:
Prices are shown in the currency chosen by the user and include all applicable taxes or fees.
The total price—including taxes and fees—will be clearly displayed to the user before finalizing the purchase.

11.3. Price per person and special conditions:
Unless expressly stated otherwise, prices shown on the website for tickets, audio guides, and guided tours are per person.
In certain monuments, prices may vary based on the age of the visitors (adult, child, senior, etc.).
The user must select the total number of participants, indicating the corresponding ages, to view the final price of the booking.

11.4. Conditions for private tours:
For private tours, the base price shown corresponds to one person.
As the number of participants increases, the final price is updated proportionally.
It is the user’s responsibility to correctly select the number of participants in the booking form to obtain the total amount.

11.5. Errors and modifications:
All price and service information is subject to possible typographical or technical errors beyond FTC’s control.
If a pricing error is detected after purchase, TWT will immediately inform the user, who may cancel the service at no cost.
TWT reserves the right to modify service prices at any time. In any case, the applicable price will be the one in force at the time the booking is confirmed.

12. Cancellation, Withdrawal, and Refund Policy.

12.1. Services including monument, museum, or audio guide tickets
  • 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.

Legal basis:
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.

Other conditions:
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.

Refund exceptions:
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.

Claims and disputes initiated before the ticket delivery period:
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.

12.2. Services that do not include monument tickets
For services that do not include access tickets to monuments, museums, or audio guides, the User has greater flexibility regarding cancellations and refunds. These services correspond to activities or products that exclude access tickets and audio guides.
The User may cancel the booking with a full refund up to 24 hours before the start of the service.
After that time, no cancellations or refunds will be accepted.
In cases of force majeure (such as pandemics):
A voucher for the paid amount will be offered, valid for 2 years, to be used for any other service offered by FTC.
To cancel or modify such a booking, the User must communicate it in writing to the following email address: reservas@feelthecitytours.com

13. User Obligations and Access Conditions.

13.1. Mandatory personal data and nominative nature of tickets
The User must truthfully and completely provide all required personal data for each participant in the booking before finalizing the purchase.
Access tickets to the monument are nominative, personal, and non-transferable. They cannot be used by anyone other than the person whose data was correctly provided during the booking process.

13.2. Deadline for submitting data
The User has a maximum of 30 minutes from the time of purchase to submit the required personal data.
If the data is not received within this timeframe, TWT does not guarantee the availability of access tickets and the User will not be entitled to a refund.
If applicable, TWT may offer alternatives, but without any refund obligation.

13.3. Late, incomplete, or incorrect data submission
If the User provides data after the deadline, incomplete, or incorrect, TWT is not responsible for the non-issuance of tickets or the inability to access the monument, and the booking will be considered non-refundable.
Correction or change of personal data after the purchase is not allowed, unless justified and expressly accepted by TWT before ticket issuance.

13.4. Responsibility regarding the 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.
TWT is not responsible if the User does not receive the tickets due to an incorrect email, failure to check the inbox (including spam), or any other error not attributable to TWT.
In such cases, the booking will be considered non-refundable and not subject to reimbursement.

13.5. Personal and non-transferable use of tickets
Access tickets 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 official ID. Any mismatch between the ticket data and the ID will prevent entry without refund.

13.6. No modifications or transfers after purchase
No changes to name, date, time, or transfer of the booking will be allowed after purchase.
The only exception is a clear error reported and accepted before ticket issuance, always at TWT’s discretion.

13.7. Claims and disputes
The User acknowledges and accepts that inability to access due to late, missing, or incorrect data submission, or use of an incorrect email, does not constitute a breach by TWT and does not entitle to refund or valid dispute.
Any claim or dispute initiated on these grounds will be deemed inadmissible under these terms, which the User has expressly accepted.

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: