General conditions of sale and cancellation policy

Madrid Discovery offers to create your private experience in the city of Madrid, Toledo or Segovia (as well as many cities in Spain) according to your desires and puts at your disposal to inspire you different ideas of experiences to help you make the best choice (museums, palaces, stadium, bike ride, segway ride, gastronomic visit…). You can find these inspirations on the Madrid Discovery website as well as on various communication media (Facebook, Instagram).

To obtain more information on the experiences we offer, we invite you to submit a request, (1) either from our site, by accessing the contact section, (2) or by contacting us by telephone, (3) or through our contact email.

Generally within less than 12 hours, we will offer you, from the expression of your desires, via email with a period of validity, your travel program as well as its price, all costs, taxes and services included, except for any minor adjustments in benefits.

As soon as you wish to confirm your experience, within its validity period, Madrid Discovery will send you an email formalizing the experience. As soon as you have confirmed your final agreement on your experience, we will proceed to book it with our various partners. Tailor-made experiences involve constantly adjusting the services that are purchased according to the wishes of our customers.

1 - Methods of payment - invoices

1.1. For all experiences booked more than 31 days (1 month) from the date of departure, Madrid Discovery will collect a deposit of 30% of the total amount of the trip (hereinafter, the “deposit “). For all experiences booked within 31 days of the departure date, payment must be made in one go and for the full price of the trip.

1.2. You can pay for your experience (deposit then balance of the price for a reservation more than 31 days from the date of departure or total price for any registration less than 31 days from the date of departure): on the site, by credit card, or via the payment link that you will find in the confirmation email if you book by email.

1.3. For all payments whose amount is validated and collected by Madrid Discovery, proof will be provided and an invoice will be sent.

To edit the invoice, please provide us with the following information:

Surname & First name / Address / Passport number (or identity card).

In the case of an invoice for a company, please indicate the VAT number. Any delay in payment of the balance will be considered as a cancellation of your reservation.

2 - Information concerning the reserved experience

2.1 – Administrative and health formalities to enter in Spain

Before contacting us to book your experience, you must check that each traveler, depending on their personal situation and nationality, is in possession of a valid passport as well as any other document(s) (visa / authorization, family book, authorization to leave the territory, etc.) necessary and in accordance with the requirements for transiting and/or entering the country(ies) of the trip .

2.2 – Information on safety and health risks

Health risks: We invite you to regularly consult the information disseminated by the competent authorities on the health risks of the country(ies) of your trip and to follow the recommendations and health measures to combat these accessible risks.

2.3 – Accessibility

Our personalized experiences allow us to consider services adapted to your personal situation, in particular if you have travel restrictions. On the occasion of the expression of your travel project, we invite you to inform us of any restrictions and/or particularities for each of the travelers in order to allow us to offer you adapted services.

3 - Modification of the reservation

After booking your experience, any modification relating to the surnames/first names of the traveller(s) is likely to result in additional costs and/or penalties, the amount of which must be paid by the traveller(s). ), with Madrid Discovery, by any means before departure. In the absence of collection, Madrid Discovery cannot be required to make the desired changes.

4 - Cancellations

If the traveler(s) registered for the trip is (are) obliged to cancel their participation in the trip, they must inform Madrid Discovery by any written means allowing an acknowledgment receipt, upon the occurrence of the event giving rise to this cancellation: it is the date of issue of the writing which will be retained as the date of cancellation for the invoicing of the cancellation costs.

4.1 – Scale of total cancellation fees

Case n°1: Reservation for a group of 7 people maximum.

For a group of 7 people maximum : cancellations made at least 48 hours before the date of the visit entitle you to a 100% refund. Reserved tickets will not be refunded (museums, palaces, etc., including car transfers).

-> It is important to note that admission tickets to museums are not exchangeable or transferable (according to museum policy). In the event that a tour is rescheduled by the client, additional entries will need to be purchased and charged.

Case n°2: Reservation for a group of more than 7 people and less than 15 people.

For a group of more than 7 people and less than 15 people : cancellations made at least 72 hours before the date of the visit will be refunded 100%. Reserved tickets are not refunded (museums, palaces, transfer driver, etc.).

-> It is important to note that admission tickets to museums are neither exchangeable nor transferable (in accordance with the policy of the museums concerned). It is therefore not guaranteed that the date or time of a visit for a group of more than 7 people can be changed 1 week before the planned visit. In the event that a tour is rescheduled by the client, additional entries will need to be purchased and charged.

Case n°3: Reservation of a private visit for a large group of more than 15 people (company group, school, association, etc.).

For a group of more than 15 people : cancellations made at least 10 days before the date of the visit will be refunded 100%. Reserved tickets are not refunded (museums, palaces, transfer driver, etc.).

4.2 – Partial cancellation fees

If one or more travelers registered for the same trip cancel(s) their participation in a trip maintained for the other participants:

• For personal services (not shared): the above cancellation costs (4.1) will be calculated for the traveler(s) who cancel(s) on the price of the services. No refunds for tickets will be possible.

5 - Liability

Madrid Discovery cannot be held responsible for the consequences of the following events:

Loss or theft of documents and goods by the traveller(s).
Failure to present to the authorities and/or carriers (airlines, etc.) the administrative and/or health documents required to undertake the experience and/or enter the country(ies) of the trip and/or cross the borders, in accordance to the information provided by Madrid Discovery.
Arrival after the scheduled time of the experience.
Unforeseeable or unavoidable events of a third party such as: wars, political unrest, strikes outside Madrid Discovery, riots outside Madrid Discovery, technical or administrative incidents outside Madrid Discovery, airspace congestion, bad weather, flight delays , train delay, breakdowns, loss or theft of luggage or other personal belongings of travelers.
Cancellation imposed by exceptional and unavoidable circumstances, and/or for reasons related to the maintenance of passenger safety, and/or injunction of an administrative authority: in this case, Madrid Discovery reserves the right to modify the dates, schedules or routes provided if it deems that the safety of travelers, without recourse of the latter.

-> Madrid Discovery will not make any refunds following any of these events.

6 - Complaint

We invite you to contact Madrid Discovery if you notice any non-compliance in the performance of the services, by dialing our number, the contact details of which will be communicated to you on the documents provided by Madrid Discovery. In the event of a complaint, account will be taken, where applicable, of your failure to report any non-compliance in the performance of the services during your trip, as soon as it could have financial consequences.

Last update: 09/01/2023