+34 915 417 099

Terms of Service

The terms and conditions that follow establish the grounds for reservations for our experiences for customers (you) and Madrid Experience (us, hereinafter ME) and govern the access and use of the website www.madrid-experience.com, owned by ME. With the Licence Number CICMA 2750 registered at Dirección General de Turismo, Madrid Experience, meets the legal, financial and insurance compliances under Spanish legislation and regulations for travel agencies.

1.- Secondary Agency.
ME only acts as an agent of the suppliers we work with (housing, transport and other activities) to build the experiences shown on our website, magazines or other media. We are not a principal agency.

2.- Deposit and payments.
Once you have contacted us and we have made a proposal for a day(s) in Madrid, and have provided a quote, which you have accepted, contract between you and ME will be entered into, upon receipt of payment by ME or, in the case of a late booking after receiving full payment. Before the trip begins, full payment has to be done.

We will send you a confirmation of reservation of the deposit or full payment, detailing the total cost, the amount paid and where appropriate, the remainder payable.

3.- Late Reservations
You can book our experiences at any time. But in case of late bookings, the full experience must be paid by credit card. However, we recommend that you book your experience in advance so we can build your experience together with ME and thus guarantee the experience(s) of your choice.

4.- Our prices include management fees and VAT.

5.- Cancellations
Any cancellation must be notified to ME in writing and shall be effective only upon receipt of such written notice. The cancellation fees that apply are as follows: more than 30 days before the experience, the deposit will be returned. 15 to 30 days before the deposit, the 50% will be returned; 8 to 14 days before,  20% of the total cost of your experience, 7 days or less, 0% of the total cost of your experience. Depending on the reason for your cancellation, you may be able to reclaim these cancellation charges from your insurance company, if you have taken out travel insurance.

6.- If you wish to change your booking (e.g. change the dates of your travel, accommodation, tours and experiences in general) we will use our best efforts to meet your request, however, you may have to pay for any additional costs incurred as a result of this change if applicable (e.g. cancellation fees payable to hotels and other suppliers). A modification fee of 50 euros per person may be charged to cover administration costs incurred.

On the other hand, if you decide to change your holiday in any way, once they have begun (e.g., accommodation or the duration of your stay), we accept no responsibility for loss, damage or additional expense and cannot guarantee the repayment of expenses already paid by you.

7.- If we cancel your reservation
In exceptional circumstances, we may be required to cancel your reservation. If so, we will do our best to offer you a suitable alternative. If this is not acceptable, and always subject to clause 8, we will refund the full amount you paid ME.

8.- If we change your booking.
In case it is necessary to modify the confirmed itinerary before departure, we will notify you as soon as possible. If these changes are unacceptable, you can cancel that part of the reservation that relates the change and receive a partial refund for this portion of the reservation.

9.- Force Majeure.
We regret we cannot accept liability for any loss, damage or additional expense, for reasons of force majeure resulting in the change or canceling the booking. We define as “Force Majeure” any event that could not have been foreseen, or consequences that could not be avoided, by us or relevant service providers concerned. Such events may include war or threat of war, civil strife, terrorist activity, industrial disputes, natural or manmade, fire, floods, earthquakes and all similar events outside our control or that of our suppliers.

10.- Responsibility
We will do our best to ensure that the experiences offered by ME are properly organized and that service providers maintain their high standards. We accept the responsibility to take reasonable care in the organizational aspects of the experience, but we are not responsible for the actions or omissions of the owners, transport providers and other providers involved in the experiences and your vacation. We cannot be responsible for events beyond our control, or if there has been no default or negligence on our part.

In no event will we be liable for any special, indirect or direct loss, including lost profits. This limitation does not apply to personal fatal injury or other types of injury that may result from our negligence or that of our employees. We strongly encourage all customers to obtain travel insurance coverage for all travelers.

11.- Complaints
We do not expect, and do not want dissatisfied customers, but if you’re not completely satisfied with the service, you must notify and tell us your complaint in writing as soon as possible. We will try to rectify your complaint as soon as possible. If the problem cannot be resolved during the holiday period, you must contact us in writing within 14 days of returning from vacation and we will make all possible efforts to resolve the matter.

12.- Jurisdiction.
The applicable law and jurisdiction of these terms and conditions of the contract and all matters arising therefrom are subject to Spanish law to the exclusive jurisdiction of the Spanish courts.

13.- Intellectual property
This web site is owned by ME. Intellectual property rights and rights of use and reproduction of this website, its pages, screens, the information it contains, its appearance and design, as well as the links from it to other web pages of any of the listed company above, are the exclusive property of ME, unless otherwise specified. All names, designs and/or logos that make up this site are registered trademarks. Any misuse of the same by a person other than the rightful owner may be prosecuted under the law. Intellectual property rights and brands of third parties are suitably highlighted and must be respected by anyone who accesses the Web.

14.- Protection of Personal Data.
For the purposes of the provisions in the current legislation on the protection of personal data, ME informs that the personal data that you could provide us while browsing our website will be incluided in a data processing file with the only aim of handling your request and send technical, operational and commercial information, by any means, including e-mail and / or equivalent means, about products, services, offers and news we think may interest you. In the case of business communications sent through email or an equivalent medium, the user gives express consent to us for sending advertising by such means.

15.- Secrecy of personal data
ME, is committed to fulfilling its obligation of secrecy of personal data and its duty to protect them and take the necessary measures to prevent alteration, loss, or unauthorized access, taking into consideration the current state of technology, meets the technical security measures and organizational.

16.- You expressly authorize the transfer of your personal data to ME, only for the purposes mentioned above. Regarding any information that is sent by minors, it is binding to the sender has obtained prior parental consent, the guardian or legal representative to the personal data can be processed.

17.- We inform you of the possibility of exercising your rights of access, rectification, cancellation and opposition by writing to the following email address: info@madrid-experience.com The interested party may at any time revoke the consent given for the transfer of data. Such revocation shall take place by written request to the following email address: info@madrid-experience.com

Right Menu Icon