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 +34 664 642 904 (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).

5.3. 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. Contracting Process.

9.1. These general terms and conditions are written in Spanish, English, French, Italian, and German.

Once the User selects a tourist Service and/or Product on the website, they will be directed to a calendar where they can select the date for the chosen service and/or product. Subsequently, the User can determine the time at which it will take place, within the availability offered on the Website, as well as the number of people, differentiating between adults and children of different ages.

Reservations are subject to acceptance by FTC, to the availability of the contracted Service and/or Product, and to the compliance and acceptance by the User of these General Conditions and the Usage Policies.

To complete the reservation, the User must complete a form where their first and last name, phone number, and email for sending the reservation voucher (hereinafter, "the Voucher") will be requested.

Once the form is completed and these General Conditions and Usage Policies are accepted, the User will be directed to the payment gateway (hereinafter, "the Gateway").

Once at the Gateway, the User will choose the payment method, and once these General Conditions, Cancellation Policy, and Usage Policies are accepted, the verification and authentication of the payment will be carried out.

Finally, the User will automatically receive a reservation confirmation at the provided email. Upon receipt of this confirmation, the binding contract (hereinafter, "the Contract") will be concluded.

Once the reservation is paid, the user must complete a form requesting personal data for all members of the reservation. Without this completed form, they will not be able to obtain the tickets to the monument in their name and will not be able to access it.

FTC reserves the right not to accept the reservation if the payment information is not approved, or if any other type of incident related to the General Conditions is detected. When you make a transaction through our Website, we will send you a confirmation email with the transaction details. FTC recommends that the User verify the details in the confirmation message and keep a copy for their records.

9.2. Once the charge has been made by card payment for your reservation, you will receive a message confirming the reservation. This message serves as proof of your reservation.

9.3. Your tickets can be sent up to 24 hours before the start of the scheduled activity.

For bookings made less than 24 hours in advance, tickets can be sent up to one hour before your visit.

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.

11.1. The prices of Services will be as stated on this Website.

11.2. The prices of the Services are indicated in the currency of the User's choice and include any applicable taxes or fees. applicable taxes or fees

11.3. The total price of Services, including taxes and applicable fees, will be indicated to the User prior to proceeding with the hiring and payment.

11.4. The information provided about Services may contain typographical errors beyond the control of FTC, which will be promptly corrected upon detection. If the typographical error pertains to prices and the User has contracted any of them as a result of the error, they will be immediately notified and allowed to cancel their contract at no cost.

11.5. FTC reserves the right to modify the prices of Services at any time.

12. CANCELLATION, WITHDRAWAL, AND REFUND POLICY

For all Services:

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.

Failure to show up for a visit or arriving after the tour's start time, as well as not carrying an ID or passport for visits that include tickets to the monument/museum, does not entitle you to any refund of the purchased services.

Services that include tickets to the monument/museum or audioguides:

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.
From the moment the reservation request is made, IT CANNOT BE MODIFIED OR CANCELED, AND NO REFUND WILL BE GIVEN.
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.”

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 the payment of the ticket.
Similarly, according to Law 3/2014 of March 27, which amends the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of November 16, once the Purchase is made, YOU CANNOT EXERCISE THE RIGHT OF WITHDRAWAL as these are services related to leisure activities that foresee a specific date or period of execution.

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 the payment of the ticket.

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

Services that DO NOT include tickets to the monument/museum or audioguides:

You can cancel your reservation up to 24 HOURS before departure for a full refund.

*IMPORTANT: Cancellation fees apply from the moment the request is made* In case of a pandemic or other force majeure reasons beyond our control that prevent the service from being carried out, the amount you have paid will be made available to you through a voucher to be used for any of our products within 2 years, and not with the transfer of the paid money.

To request changes or cancellations, you must communicate them in writing to the email address: reservas@feelthecitytours.com

13. User Obligations and Refunds.

In compliance with the Guidelines and Recommendations for Museums and Heritage Sites prepared by ICTE (Spanish Tourism Quality Institute, Ministry of Industry, Trade, and Tourism), and BOE 138 of May 16, 2020, and May 30, 2020

Tickets to the monument will be exclusively nominative.

13.1. Upon completing the reservation process, the User is asked to fill out a mandatory personal data form in order to access the monument.

13.2. The User is responsible for completing and submitting the mandatory personal data form for monument access. If the User does not submit their personal data, FTC is not responsible, and the User will not be able to access the monument due to reasons beyond FTC's control, and the User's reservation is non-refundable.

13.3. If the User does not submit the requested personal data within thirty (30) minutes of making the reservation, there may not be availability for monument access tickets. In this case, the User will be offered various alternatives to visit the monument. In any case, the User's reservation is non-refundable.

13.4. If the User submits their personal data more than thirty (30) minutes after making the reservation, FTC is not responsible for the availability of monument access tickets, and the User's reservation is non-refundable.

13.5. The User is responsible for providing a valid email address for receiving reservation information and monument access tickets. If the User provides an incorrect and invalid email address, they will not receive information about their reservation or monument access tickets. In this case, FTC is not responsible for the information provided by the User, and the reservation is non-refundable without the right to a refund.

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 legislation of the United States.

15.2. Any dispute, controversy, or claim arising out of or relating to these terms and conditions will be submitted to the courts and tribunals of the United States.

15.3. In the event that the User resides outside the United States, the courts and tribunals of the United States will have exclusive jurisdiction over any dispute, controversy, or claim arising out of or relating 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) / +34 664 642 904
Email: reservas@feelthecitytours.com