Terms and Conditions

The website ticketsmadridpalace.com is owned by Naturanda Turismo Ambiental S.L., with tax identification number B90054370 and registered office at C/ Rastro 12A, 41001 Seville, Spain.

All services offered under the brand Palacio Real Madrid Tickets / Tickets Madrid Palace are provided by Naturanda Turismo Ambiental S.L., which assumes legal and contractual responsibility for them.

1. Organization

These General Terms and Conditions govern the relationship between the customer and Naturanda Turismo Ambiental S.L. (hereinafter “Naturanda”), the owner of the Tickets Madrid Palace brand.

Tickets Madrid Palace offers tourist, cultural and booking services relating to visits to monuments, museums and tourist experiences in Madrid.

Los principales servicios ofrecidos son:

Ticket sales: Access to monuments, museums, shows and tourist attractions.
Guided tours: Guided cultural tours in various languages.
Private experiences: Tailor-made activities adapted to the customer’s needs.
Complementary tourist services: Assistance and other services associated with the main activities.
Tourism intermediation: Booking management and coordination with external suppliers responsible for specific services.

2. Booking Conditions

Bookings can be made via the Tickets Madrid Palace website or through partner platforms and online travel agencies (OTAs).
The prices shown are per person and are valid unless there is a typographical error or a change made by the supplier.
Prices do not include personal insurance, additional costs, tips, meals or drinks, unless otherwise stated.
The booking will be considered confirmed once payment has been received via the methods available on the platform.
For bookings made through third-party platforms, the specific terms and conditions of those platforms will also apply.
Following confirmation, the customer will receive an email with the booking details and must check that all the information is correct.
Customers must present the voucher or ticket they have received, together with a valid form of identification, before the start of the activity or upon entry.

3. Participation Conditions

Customers must arrive at the meeting point at the time specified in the booking.
Punctuality is essential; failure to arrive at the specified time will result in the loss of the service without entitlement to a refund.
During guided tours or organised activities, customers must follow the instructions of the guide or authorised staff.
Behaviour that is disrespectful or disrupts the normal course of the activity may result in expulsion without the right to a refund.
In activities involving additional transport, the basic safety rules laid down by the driver or guide must be observed.

Voluntarily withdrawing from the activity once it has begun will not entitle you to any compensation or refund.

4. Cancellation and Modification Policy

4.1 Customer-requested changes

Changes are subject to availability and must be requested well in advance. Some activities or tickets may not be eligible for changes.

4.2 Changes made by suppliers

The timetables, itineraries, access points or conditions of certain activities may be subject to change due to organisational, technical or legal reasons beyond Naturanda’s control.

4.3 Free cancellations

Unless otherwise specified in the booked activity, cancellations may be made free of charge up to 24 hours before the start of the service.

Some official tickets or special activities may be non-refundable.

4.4 Cancellations attributable to the customer

Failure to attend at the meeting point: loss of the amount paid.
Errors in the details provided by the customer: no refund will be given.
Failure to provide the necessary documentation to take part in the activity: this will be treated as a no-show.

4.5 Cancellations for valid reasons

In duly substantiated cases of serious illness, accident, hospitalisation or serious transport incidents, Naturanda may consider alternatives such as:

Rescheduling of the activity.
Issue of a voucher for future use.
Partial or full refund depending on the circumstances and the provider’s terms and conditions.

4.6 Cancellations for which the company is responsible

In the event of cancellation of the activity due to organisational reasons or force majeure, an alternative date or a refund will be offered.
If the activity cannot be carried out in the selected language and the customer does not accept an alternative, a full refund will be issued.
In the event of technical issues or booking errors attributable to the organisation, the customer may choose between rescheduling or a full refund.

5. Legal Framework

These General Terms and Conditions are governed by the applicable Spanish legislation on tourism, consumer affairs and e-commerce, including:

General Law for the Protection of Consumers and Users.
Law on Information Society Services and Electronic Commerce (LSSI-CE).
Current regional and national tourism regulations.

6. Liability

Naturanda shall not be liable for any indirect losses, additional costs or incidents arising from causes beyond its control, including adverse weather conditions, strikes, government restrictions, closures of monuments, transport delays or force majeure.

The customer acknowledges that certain tourist activities may involve inherent risks and agrees to take part at their own risk, with only legally required liabilities being covered.

7. Use of images for promotional purposes

Naturanda may use photographs or videos taken during activities for promotional and advertising purposes on websites, social media or in marketing materials.

Customers who wish to request the removal of any image may do so by writing to info@ticketsmadridpalace.com.

8. Acceptance of General Conditions

The personal data provided by the customer will be processed in accordance with current data protection legislation and used solely for the proper management of bookings and contracted services.

Customers may exercise their rights of access, rectification, erasure and objection by contacting Naturanda Turismo Ambiental S.L.

9. Acceptance of the General Terms and Conditions

By making a booking, you agree to be bound by these General Terms and Conditions in their entirety.

Naturanda Turismo Ambiental S.L. reserves the right to amend these terms and conditions at any time by publishing the relevant updates on the official Tickets Madrid Palace website.