Terms and Conditions
1. Identification.
1.1. Grupo Feel The City, SL (hereinafter, FTC), with Tax Identification Number B90206152, whose registered office is located at Calle Almirante Lobo 2, 4th Floor, Left, 41001 Seville (Spain), telephone number +34 600 124 206 (WhatsApp only), and email address info@feelthecitytours.com, is the owner of the website located at https://museoreinasofia-tickets.org/ and of its social media accounts (hereinafter, the Website).
1.2. FTC is the owner of the following social media accounts:
WhatsApp
1.3. Any person accessing this Website (hereinafter, the User) declares that they have reached the minimum legal age required to provide 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 in connection with access to this Website and the electronic contracting of services consisting of the purchase of tickets, including admission rights and supplementary 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 provisions of these Terms and Conditions, the Privacy Policy, the Cookie Policy and any specific conditions governing the use of certain services. If the User does not accept any of these provisions, they must refrain from accessing this Website and contracting the Services.
2.3. By accessing FTC's social media accounts, the User agrees to comply with their respective terms and policies:
WhatsApp
2.4. The User undertakes to observe and comply with any legal provision applicable to access to this Website or to the contracting of the Services.
2.5. FTC reserves the right to amend these Terms and Conditions at any time. It is therefore the User's responsibility to review them before accessing this Website or contracting the Services.
3. Nature and scope of the provision of the service.
The nature of the contractual obligation undertaken by FTC varies depending on the performance model applicable to the service selected by the User. For the purposes of determining the proper performance of the contract and the validity of any claim or dispute, the following arrangements are established:
3.1. Direct Performance Arrangement (Delivery of Digital Assets: Tickets and Audio Guides).
For services whose main performance consists of the direct delivery by our entity of admission tickets, audio guides or other digital resources:
- Scope of the obligation: FTC's obligation is limited to generating and making such digital assets available to the User.
- Completion of the service: The service shall be deemed fully provided and the contract performed when the assets are sent through the digital channels provided by the User, including email, SMS or instant messaging.
- Evidence of performance: The outgoing records and delivery logs from our communication systems shall constitute full and reliable evidence of delivery of the service, irrespective of whether the User actually downloads or views the assets.
3.2. Management and Intermediation Arrangement (Services involving the delivery of tickets by third parties).
For services such as guided tours, private visits or activities where the physical delivery of admission documents or the performance of the activity depends on a third party, such as an official guide, the monument provider or an external partner:
- Scope of the obligation: FTC's obligation is defined as an obligation to manage and secure the booking. The service consists of: (i) processing the booking with the final provider, (ii) verifying that the information supplied by the User is suitable for formalising the service, and (iii) issuing the booking confirmation.
- Completion of the service: FTC's service shall be deemed completed and duly performed when the "Booking Confirmation" is sent to the User.
- Exemption from liability following confirmation: Once the booking confirmation has been issued, the provision of physical tickets or the performance of the tour at the meeting point forms part of the operational arrangements of the final service. The User therefore acknowledges that FTC has fulfilled its contractual commitment once the place has been secured and the confirmation has been notified. The corresponding bank charge may not be disputed due to incidents unrelated to such booking management.
3.3. Pre-contractual Information and Acceptance
Before completing the purchase, the User has access to the full description of the contracted service, including the scope of FTC's obligations according to the selected arrangement. Completion of the payment process entails express acceptance of these Terms and Conditions, and such acceptance shall be recorded in FTC's system as part of the transaction record.
This step is essential and must be completed before the purchase can be confirmed.
The admission tickets to the monument are issued in the holder's name, are personal and non-transferable and shall only be issued once this information has been provided in full and verified.
If the User provides incorrect, incomplete or false information, FTC shall not be responsible for the failure to issue the tickets or for the inability to access the monument. In such cases, the User shall not be entitled to a refund, amendment or admission.
Accordingly:
Failure to receive the ticket before the expiry of that deadline shall not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline shall be considered unfounded, since the User expressly accepted this policy when completing the purchase.
4. Minors.
4.1. Minors are prohibited from contracting the Services.
4.2. FTC reminds Users who are responsible for minors that it is their sole responsibility to determine which services and content are or are not appropriate for the age of such minors and that software programs are available to filter and block access to certain content and services.
5. Content.
5.1. The content made available to the User on this Website comes from both FTC's own sources and third-party sources.
5.2. FTC endeavours to ensure that the content is of the highest possible quality and is reasonably up to date but does not guarantee its usefulness, accuracy, completeness, relevance or currency.
5.3. The inclusion of content on this Website does not under any circumstances constitute the provision of professional advisory services by FTC to the User.
5.4. FTC advises the User not to make decisions based on the information contained in the content of this Website without obtaining appropriate professional advice.
5.5. FTC reserves the right to amend the content at any time.
6. Intellectual Property.
6.1. All content on this Website is owned by FTC or has been licensed to FTC by the corresponding rights holders and is duly protected by intellectual property regulations, including copyright and trademark law.
6.2. Irrespective of the intended purpose, the total or partial reproduction, use, exploitation, distribution or marketing of any proprietary content from this Website shall in all cases require FTC's prior written authorisation.
6.3. Content not owned by FTC that may appear on this Website belongs to its respective owners, who are responsible for granting any authorisation to third parties.
7. Use.
7.1. The User voluntarily and expressly accepts that the use of this Website shall in all cases be carried out under their sole and exclusive responsibility.
7.2. The User undertakes not to engage in any conduct that could damage the image, interests or rights of FTC or third parties, damage, disable or overload this Website, or in any way prevent its normal use.
7.3. FTC reserves the right to deny or withdraw access to this Website or to prevent the contracting of Services, without prior notice and either on its own initiative or at the request of a third party, from Users who breach these provisions or any specific conditions governing the use of certain services.
7.4. The User must provide personal data in order to contract the Services. The User shall be responsible for providing truthful and lawful information. As a consequence of the contracting process, the User may be provided with a password for which they shall be responsible and which they undertake to use diligently and confidentially.
7.5. The User undertakes to make lawful, appropriate and responsible use of the content and services offered by FTC through this Website.
7.6. FTC reserves the right to remove any comments and contributions that violate respect for human dignity, are discriminatory, xenophobic, racist or pornographic, threaten young people or children, public order or public safety, or which, in FTC's opinion, are unsuitable for publication. In any event, FTC shall not be responsible for opinions expressed by Users through forums, chats or other participation tools.
8. SPAM.
8.1. The User is strictly prohibited from collecting email addresses from this Website for the purpose of sending advertising or promotional communications that have not been previously requested or expressly authorised by their recipients.
9. Liability.
9.1. FTC shall take all actions reasonably available to ensure the proper operation of this Website. However, considering the nature of the Internet and the fact that the operation of this Website may depend on the intervention of third parties, FTC shall not be liable for any inconvenience caused to the User as a result of its improper operation.
9.2. FTC disclaims any liability arising from information published by third parties on this Website.
9.3. FTC assumes no responsibility whatsoever for third-party content to which Users may be redirected from this Website.
9.4. If the User believes that any content on this Website may be unlawful, they must report it by email to info@thewalkertours.com.
9.5. Due to the nature of the Internet, FTC cannot guarantee the absence of elements that may cause alterations to its computer system or the User's computer system and therefore assumes no responsibility for damages of any kind that may arise from such alterations.
10. Contracting Process.
In order to formalise any booking, the User's prior and express acceptance of the following conditions is an essential requirement for completing the purchase process:
- Acceptance of these general Terms and Conditions.
- Acceptance of the Cancellation and Refund Policy.
- Acceptance of the Website and Contracted Services Usage Policy.
- Confirmation that the User has read, understood and accepted the ticket delivery policy.
- Express acceptance that certain services cannot be cancelled or refunded.
These conditions must be accepted through an affirmative action, such as ticking the corresponding boxes and/or clicking a confirmation button, during the purchase process.
Without such express acceptance, the booking cannot be completed and shall not be considered valid.
- Acceptance of the Cancellation and Refund Policy.
- Acceptance of the Website and Contracted Services Usage Policy.
- Confirmation that the User has read, understood and accepted the ticket delivery policy.
- Express acceptance that certain services cannot be cancelled or refunded.
These conditions must be accepted through an affirmative action, such as ticking the corresponding boxes and/or clicking a confirmation button, during the purchase process.
Without such express acceptance, the booking cannot be completed and shall not be considered valid.
10.1. Language and validity
These Terms and Conditions are available in Spanish, English, French, Italian and German.
All bookings are subject to:
- Express acceptance by FTC.
- The actual availability of the selected service or product.
These Terms and Conditions are available in Spanish, English, French, Italian and German.
All bookings are subject to:
- Express acceptance by FTC.
- The actual availability of the selected service or product.
10.2. Booking process
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, distinguishing between adults and children according to age.
Afterwards:
- The User must complete a form with their personal details, including full name, telephone number and a valid email address.
- The User shall be redirected to the payment gateway to select a payment method and complete the transaction.
- Before completing the payment, the User must expressly accept all the policies referred to in section 9.
Once the payment has been successfully completed:
- The User shall receive a confirmation email containing the booking details.
- This email constitutes the binding agreement between the User and FTC (hereinafter, the “Agreement”).
FTC reserves the right not to accept a booking in the event of:
- Errors in payment validation.
- Incorrect or incomplete information provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
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, distinguishing between adults and children according to age.
Afterwards:
- The User must complete a form with their personal details, including full name, telephone number and a valid email address.
- The User shall be redirected to the payment gateway to select a payment method and complete the transaction.
- Before completing the payment, the User must expressly accept all the policies referred to in section 9.
Once the payment has been successfully completed:
- The User shall receive a confirmation email containing the booking details.
- This email constitutes the binding agreement between the User and FTC (hereinafter, the “Agreement”).
FTC reserves the right not to accept a booking in the event of:
- Errors in payment validation.
- Incorrect or incomplete information provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
10.3. Obligation to complete personal information
Before completing the payment and formalising the booking, the User must:
- Complete a mandatory form containing the personal details of all persons included in the booking, including their first name, surname and any other required fields.
Before completing the payment and formalising the booking, the User must:
- Complete a mandatory form containing the personal details of all persons included in the booking, including their first name, surname and any other required fields.
This step is essential and must be completed before the purchase can be confirmed.
The admission tickets to the monument are issued in the holder's name, are personal and non-transferable and shall only be issued once this information has been provided in full and verified.
If the User provides incorrect, incomplete or false information, FTC shall not be responsible for the failure to issue the tickets or for the inability to access the monument. In such cases, the User shall not be entitled to a refund, amendment or admission.
Failure to submit the information within the specified deadline and in the required manner shall entitle FTC to consider the service a 'No-Show' attributable to the customer, without entitlement to a refund and without affecting the validity of the bank charge.
10.4. Ticket delivery
10.4.1. Delivery timeframe
Admission tickets to the monument shall be sent to the email address 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 one hour before the start of the activity.
When the tickets become available, you will receive your ticket by email and, for your convenience, we may additionally send it by WhatsApp and/or SMS. Furthermore, 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 in order to formalise the booking. The delivery of digital services, including tickets and audio guides, or booking confirmations shall be evidenced by the sending records and logs of our communication platforms, including Mandrill, WhatsApp and SMS, which shall constitute reliable evidence that the service was made available.
Admission tickets to the monument shall be sent to the email address 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 one hour before the start of the activity.
When the tickets become available, you will receive your ticket by email and, for your convenience, we may additionally send it by WhatsApp and/or SMS. Furthermore, 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 in order to formalise the booking. The delivery of digital services, including tickets and audio guides, or booking confirmations shall be evidenced by the sending records and logs of our communication platforms, including Mandrill, WhatsApp and SMS, which shall constitute reliable evidence that the service was made available.
Tickets requiring in-person collection.
In certain cases, tickets shall not be sent by email and must instead be collected in person at the meeting point indicated in the booking confirmation. Information concerning the collection point and the specific delivery conditions is clearly provided during the purchase process and in the confirmation email received by the User.
10.4.2. Final admission time
In order to ensure availability, FTC may purchase tickets for a time different from the time initially selected, provided that it falls within a reasonable time range.
It is the User's responsibility to:
- Check the final time indicated on the tickets.
- Arrive on time.
Failure to attend at the assigned time shall not entitle the User to a refund.
In order to ensure availability, FTC may purchase tickets for a time different from the time initially selected, provided that it falls within a reasonable time range.
It is the User's responsibility to:
- Check the final time indicated on the tickets.
- Arrive on time.
Failure to attend at the assigned time shall not entitle the User to a refund.
10.5. Responsibility for communications
The User is responsible for:
- Providing a valid email address.
- Checking their inbox and junk or spam folder.
In the event of an error when entering the email address or an inability to receive communications:
The booking shall be considered non-refundable.
FTC shall not be responsible for errors arising from the information provided by the User.
The User is responsible for:
- Providing a valid email address.
- Checking their inbox and junk or spam folder.
In the event of an error when entering the email address or an inability to receive communications:
The booking shall be considered non-refundable.
FTC shall not be responsible for errors arising from the information provided by the User.
11. Payments
11.1. The following payment methods are accepted for the Services:
- PayPal account
- Credit card through Stripe
- Google Pay
- Apple Pay
Users who make any payment for the Services through PayPal accept the legal agreements governing PayPal services.
Users who make any payment for the Services through Stripe accept the legal agreements governing Stripe services.
Users who make any payment for the Services through Google Pay accept the legal agreements governing Google Pay services.
Users who make any payment for the Services through Apple Pay accept the legal agreements governing Apple Pay services.
12. Prices.
12.1. Price transparency and composition:
The prices of the services offered on our Website include both admission tickets to monuments, museums or activities and additional value-added services that form an integral part of your experience.
These value-added services may include, among others:
- Audio guides,
- Guided tours,
- Personalised assistance during the booking process,
- Value-added services relating to the customer's purchasing experience,
- Ticket management and processing,
- Services associated with the payment process,
- As well as our company's own commercial margin.
- Guided tours,
- Personalised assistance during the booking process,
- Value-added services relating to the customer's purchasing experience,
- Ticket management and processing,
- Services associated with the payment process,
- As well as our company's own commercial margin.
All of the above is offered as a comprehensive package designed to ensure a convenient, secure and personalised booking and visiting experience.
12.2. Display of prices:
Prices are shown in the currency selected by the User and include all applicable taxes and charges.
The total price, including taxes and charges, shall be clearly displayed to the User before the purchase is completed.
12.3. Per-person prices and special conditions:
Unless expressly stated otherwise, the prices shown on the Website for tickets, audio guides and guided tours are prices per person.
At certain monuments, prices may vary depending on the age category of the participants, including adults, children and senior citizens.
The User must select the total number of participants and indicate the corresponding ages in order to view the final price of the booking.
12.4. Conditions for private tours:
For private tours, the base price displayed corresponds to one person.
As the number of participants increases, the final price shall be updated proportionally.
It is the User's responsibility to correctly select the number of participants on the booking form in order to obtain the total amount.
12.5. Errors and amendments:
All information concerning prices and services is subject to possible typographical or technical errors beyond FTC's control.
If a pricing error is detected after the purchase, FTC shall immediately notify the User, who may cancel the booking at no cost.
FTC reserves the right to change the prices of the Services at any time. In all cases, the applicable price shall be the price in force when the booking is formalised.
13. Cancellation, Withdrawal and Refund Policy.
13.1. Services including admission tickets to monuments, museums or audio guides
- Once the purchase has been completed, cancellations, amendments and refunds are not permitted.
- This policy is clearly communicated during the purchase process and must be expressly accepted before the payment is completed.
- The admission tickets issued for the monument are final, issued in the holder's name and non-transferable.
Legal basis:
In accordance with Directive 2011/83/EU, Article 16(l):
"The right of withdrawal shall not apply to contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance."
Accordingly, the User may not withdraw from the contract once services scheduled for a specific date have been purchased.
In accordance with Directive 2011/83/EU, Article 16(l):
"The right of withdrawal shall not apply to contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance."
Accordingly, the User may not withdraw from the contract once services scheduled for a specific date have been purchased.
Other conditions:
Failure to attend or late arrival at the beginning of the activity shall not entitle the User to a refund.
Failure to carry the required identification documents, including a national identity card, passport or any other document required by the monument, shall prevent admission without entitlement to a refund.
Admission tickets to the monument shall only be issued using the complete and correct information provided by the User during the booking process.
Failure to attend or late arrival at the beginning of the activity shall not entitle the User to a refund.
Failure to carry the required identification documents, including a national identity card, passport or any other document required by the monument, shall prevent admission without entitlement to a refund.
Admission tickets to the monument shall only be issued using the complete and correct information provided by the User during the booking process.
Refund exceptions:
A refund of the amount paid shall only be permitted in the following cases:
Official cancellation of the visit by the monument, provided that the monument itself issues or accepts the refund.
Administrative errors attributable to the monument provider or to FTC's management.
In such cases, the amount shall be refunded through the same payment method and shall under no circumstances include any management fees or commissions charged.
A refund of the amount paid shall only be permitted in the following cases:
Official cancellation of the visit by the monument, provided that the monument itself issues or accepts the refund.
Administrative errors attributable to the monument provider or to FTC's management.
In such cases, the amount shall be refunded through the same payment method and shall under no circumstances include any management fees or commissions charged.
Claims and disputes initiated before the Ticket delivery deadline:
The User declares that they are aware of and accept that admission tickets to the monument may 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.
The User declares that they are aware of and accept that admission tickets to the monument may 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.
Accordingly:
Failure to receive the ticket before the expiry of that deadline shall not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline shall be considered unfounded, since the User expressly accepted this policy when completing the purchase.
13.2. Services that do not include admission tickets to the monument
For services that do not include admission tickets to monuments or museums or audio guides, the User has greater flexibility regarding cancellations and refunds. These services correspond to activities or products that do not include admission tickets or audio guides.
The User may cancel the booking for a full refund up to 24 hours before the start of the contracted service.
After this deadline, cancellations and refunds shall not be accepted.
In cases of force majeure, such as pandemics:
A voucher for the amount paid, valid for two years, shall be offered for use on any other service offered by FTC.
A voucher for the amount paid, valid for two years, shall be offered for use on any other service offered by FTC.
To cancel or amend a booking of this type, the User must notify FTC in writing at the following email address:
info@panchotours.com
info@panchotours.com
14. User obligations and conditions of admission.
14.1. Mandatory personal information and named-ticket requirements
Before formalising the purchase, the User must truthfully and fully provide all personal information required for each person included in the booking.
The admission tickets to the monument are issued in the holder's name, personal and non-transferable. They may not be used by anyone other than the persons whose details were correctly provided during the booking process.
14.2. Deadline for submitting information
The User shall have a maximum period of 30 minutes from the time of purchase to submit the required personal information.
If the information is not received within this period, FTC does not guarantee the availability of admission tickets to the monument, and the User shall not be entitled to a refund.
Where appropriate, FTC may offer alternative options, but shall have no obligation to issue a refund.
14.3. Late, incomplete or incorrect submission of information
If the User provides the personal information after the stipulated deadline or provides incomplete or incorrect information, FTC shall not be responsible for the failure to issue the tickets or for the inability to access the monument, and the booking shall be considered non-refundable.
The correction, amendment or replacement of personal information after the purchase shall not be possible, except for justified reasons expressly accepted by FTC before the tickets are issued.
14.4. Responsibility for the email address
It is the User's sole responsibility to provide a valid and operational email address for receiving the booking confirmation and the admission tickets to the monument.
FTC shall not be responsible if the User does not receive the tickets because they entered an incorrect email address, failed to check their inbox, including their spam folder, or due to any error not attributable to FTC.
In such cases, the booking shall be considered non-refundable and shall not give rise to any entitlement to reimbursement.
14.5. Personal and non-transferable use of tickets
Admission tickets to the monument may not be resold, transferred, assigned or used by anyone other than the persons named in the booking.
Admission to the monument may require the presentation of an official identity document. Any discrepancy between the details on the ticket and the identification document presented shall result in denial of admission without entitlement to a refund.
14.6. No amendments or transfers following purchase
Under no circumstances shall any change of name, date or time or transfer of the booking be permitted once the purchase has been completed.
The only exception shall be an obvious error detected and reported before the tickets are issued and always at FTC's discretion.
14.7. Defence against claims and disputes
The User declares that they are aware of and accept that an inability to gain admission resulting from failure to submit personal information, late submission, incorrect submission or the use of an incorrect email address shall not constitute a breach by FTC and shall not entitle the User to a refund or a valid dispute.
Any claim or dispute initiated on these grounds shall be considered unfounded under these conditions, which have been expressly accepted by the User.
15. Complaints.
15.1. If the User wishes to submit a complaint to FTC, they may send it to the email address info@thewalkertours.com.
15.2. In order for a complaint to be processed, the User must provide their full name, contact email address and an explanation of the circumstances giving rise to the complaint. The User must also provide any supporting documentation or evidence they consider appropriate.
15.3. FTC shall respond to the User's complaint within a maximum period of one (1) month from its receipt.
15.4. The User may also submit complaints to the relevant consumer protection authorities.
16. Governing Law and Jurisdiction.
16.1. These Terms and Conditions shall be governed by the laws of the United States.
16.2. Any dispute, controversy or claim arising out of or relating to these Terms and Conditions shall be submitted to the courts of the United States.
16.3. 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 relating to these Terms and Conditions.
17. Contact Details.
17.1. FTC may be contacted through the following means:
Postal address: Calle Almirante Lobo, 2 - 4th Floor, Left, Seville (41001), Seville, Spain
Telephone: (WhatsApp only) / +34 600 124 206
Email: info@feelthecitytours.com