Terms and Conditions
1. Identification.
1.1. Grupo Feel The City, SL. (hereinafter, FTC); with EIN: B90206152; registered office at Calle Almirante Lobo, 2 - Piso 4 Izq. Sevilla (41001), Seville, Spain; telephone +34 600 124 206 (WhatsApp only); and email address info@feelthecitytours.com; is the owner of the website located at https://www.realalcazarsevilla.com/ and its social media accounts (hereinafter, the Website).
1.2. FTC owns 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 give consent in relation to information society services. Otherwise, the User must refrain from accessing this Website.
2. Purpose.
2.1. These Terms and Conditions govern the relationship between FTC and the User regarding access to this Website and the electronic contracting of services consisting of the purchase of tickets (admission rights and complementary services) for the tours offered on this Website (hereinafter, the Services).
By accessing this Website or purchasing Services, the User expressly accepts all the provisions of these Terms and Conditions, the Privacy Policy and the Cookie Policy, as well as any specific conditions established for the use of certain services. If the User does not accept any of these provisions, they must refrain from accessing this Website and purchasing the Services.
2.3. By accessing FTC's social media accounts, the User undertakes to comply with their terms and policies:
WhatsApp
2.4. The User undertakes to observe and comply with all legal provisions applicable to accessing this Website or purchasing the Services.
2.5. FTC reserves the right to change these Terms and Conditions at any time. The User is therefore responsible for reviewing them before accessing this Website or purchasing the Services.
3. Nature and Scope of Service Provision.
The nature of the contractual obligation assumed by FTC varies depending on the execution model of the service selected by the User. For the purposes of determining proper performance of the contract and the validity of any claim or dispute, the following arrangements are established:
3.1. Direct Performance Model (Delivery of Digital Assets: Tickets and Audio Guides).
For services whose main purpose is the delivery of admission tickets, audio guides or other digital resources directly by our company:
- Scope of the obligation: Feel The City Tours' obligation is limited to generating and making these digital assets available to the User.
- Completion of service provision: The service shall be considered fully provided and the contract performed when the assets are sent through the digital channels supplied by the User (email, SMS or instant messaging).
- Proof of performance: The outgoing records and delivery logs of our communication systems shall constitute full and reliable proof of delivery of the service, regardless of whether the User actually downloads or views the assets.
3.2. Management and Intermediation Model (Services Involving Ticket Delivery by Third Parties).
For services (guided tours, private visits or activities) where the physical delivery of admission tickets or performance of the activity depends on a third party (guide, monument provider or external partner):
- Scope of the obligation: Feel The City Tours' 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 arranging the service, and (iii) issuing the booking confirmation.
- Completion of service provision: Feel The City Tours' service shall be considered completed and duly performed when the "Booking Confirmation" is sent to the User.
- Release 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. Accordingly, the User acknowledges that Feel The City Tours has fulfilled its contractual commitment once the place has been secured and the confirmation communicated, and that the bank charge shall not be subject to dispute for 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 model. Completion of the payment process constitutes express acceptance of these Terms and Conditions, and such acceptance is recorded in the Feel The City Tours system as part of the transaction record.
This step is essential and must be completed before the purchase is confirmed.
The monument admission tickets are issued in the holder's name, are personal and non-transferable and will only be issued once this information has been fully provided and verified.
If the User provides incorrect, incomplete or false information, FTC shall not be responsible for the failure to issue tickets or the inability to access the monument. In such cases, the User shall not be entitled to a refund, modification or admission.
Therefore:
Failure to receive the ticket before this deadline does not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline shall be considered unfounded, as the User expressly accepted this policy when completing the purchase.
4. Minors.
4.1. Minors are prohibited from purchasing the Services.
4.2. FTC reminds Users responsible for minors that it is their sole responsibility to determine which services and content are appropriate or inappropriate for the age of those 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 parties.
5.2. FTC endeavors to ensure that the content is of the highest possible quality and 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 in any way constitute the provision of professional advisory services by FTC to the User.
5.4. FTC advises Users against making decisions based on the information contained on this Website without obtaining appropriate professional advice.
5.5. FTC reserves the right to change 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 its respective owners and is duly protected by intellectual property laws (copyright and trademark rights).
6.2. Regardless of the intended purpose, the total or partial reproduction, use, exploitation, distribution or commercialization of any proprietary content on this Website requires FTC's prior written authorization in all cases.
6.3. Content belonging to third parties that may appear on this Website remains the property of its respective owners, who are responsible for granting any authorization to third parties.
7. Use.
7.1. The User voluntarily and expressly accepts that use of this Website is, in all cases, at 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, or that could damage, disable or overload this Website, or otherwise prevent its normal use.
7.3. FTC reserves the right to deny or withdraw access to this Website or refuse the purchase of Services, without prior notice, on its own initiative or at the request of a third party, to Users who breach these provisions or any specific conditions established for the use of certain services.
7.4. The User must provide personal data to purchase Services. The User is responsible for providing truthful and lawful information. As a result of the purchase, the User may be provided with a password for which they shall be responsible, undertaking to use it 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, are harmful to young people or children, public order or public safety, or are otherwise deemed 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 authorized by their recipients.
9. Liability.
9.1. FTC shall take all measures within its power to ensure the proper functioning of this Website. However, considering the nature of the Internet and the fact that the functioning of this Website may depend on the involvement of third parties, FTC shall not be responsible for any inconvenience caused to the User by its improper functioning.
9.2. FTC disclaims any liability arising from information published by third parties on this Website.
9.3. FTC assumes no liability for third-party content to which Users are redirected from this Website.
9.4. If the User believes that this Website contains any potentially illegal content, they must report it by email to info@feelthecitytours.com.
9.5. Given the nature of the Internet, FTC cannot guarantee the absence of elements that may cause alterations to its computer systems or those of the User. Accordingly, FTC assumes no liability for damages of any kind arising from such alterations.
10. Booking Process.
To make any booking, the User's prior express acceptance of the following conditions is an essential requirement for completing the purchase process:
- Accept these General Terms and Conditions.
- Accept the Cancellation and Refund Policy.
- Accept the Website and Purchased Services Use Policy.
- Confirm that they have read, understood and accepted the ticket delivery policy.
- Expressly accept that certain services do not allow cancellations or refunds.
These conditions must be accepted through an affirmative action (such as ticking checkboxes and/or clicking a confirmation button) during the purchase process.
Without such explicit acceptance, the booking cannot be completed and shall not be considered valid.
- Accept the Cancellation and Refund Policy.
- Accept the Website and Purchased Services Use Policy.
- Confirm that they have read, understood and accepted the ticket delivery policy.
- Expressly accept that certain services do not allow cancellations or refunds.
These conditions must be accepted through an affirmative action (such as ticking checkboxes and/or clicking a confirmation button) during the purchase process.
Without such explicit 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.
- 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.
- 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.
Then:
- They must complete a form with their personal details (full name, telephone number and valid email address).
- They will be redirected to the payment gateway to select a payment method and complete the transaction.
- Before completing payment, they must explicitly accept all the policies mentioned in section 9.
Once payment has been successfully completed:
- The User will receive a confirmation email containing the booking details.
- This email constitutes the binding contract between the User and FTC (hereinafter, the "Contract").
FTC reserves the right not to accept a booking in the event of:
- Payment validation errors.
- 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.
Then:
- They must complete a form with their personal details (full name, telephone number and valid email address).
- They will be redirected to the payment gateway to select a payment method and complete the transaction.
- Before completing payment, they must explicitly accept all the policies mentioned in section 9.
Once payment has been successfully completed:
- The User will receive a confirmation email containing the booking details.
- This email constitutes the binding contract between the User and FTC (hereinafter, the "Contract").
FTC reserves the right not to accept a booking in the event of:
- Payment validation errors.
- Incorrect or incomplete information provided by the User.
- Breach of the Terms and Conditions or any other applicable policy.
10.3. Obligation to provide personal data
Before completing payment and confirming the booking, the User must:
- Complete a mandatory form containing the personal details of all booking participants (first name, surname and other required fields).
Before completing payment and confirming the booking, the User must:
- Complete a mandatory form containing the personal details of all booking participants (first name, surname and other required fields).
This step is essential and must be completed before the purchase is confirmed.
The monument admission tickets are issued in the holder's name, are personal and non-transferable and will only be issued once this information has been fully provided and verified.
If the User provides incorrect, incomplete or false information, FTC shall not be responsible for the failure to issue tickets or the inability to access the monument. In such cases, the User shall not be entitled to a refund, modification or admission.
Failure to submit the information within the specified time and in the required manner entitles 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
Monument admission tickets will be sent to the email address provided by the User within the following timeframes:
- Up to 24 hours before the start of the booked activity.
- For bookings made less than 24 hours in advance, tickets may be sent up to 1 hour before the activity begins.
When the tickets become available, you will receive your ticket by email and, for your convenience, we may also send it via WhatsApp and/or SMS. In addition, 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 to confirm the booking. Delivery of digital services (tickets/audio guides) or booking confirmations shall be evidenced by the sending records (logs) of our communication platforms (Mandrill, WhatsApp, SMS), which constitute reliable proof that the service has been made available.
Monument admission tickets will be sent to the email address provided by the User within the following timeframes:
- Up to 24 hours before the start of the booked activity.
- For bookings made less than 24 hours in advance, tickets may be sent up to 1 hour before the activity begins.
When the tickets become available, you will receive your ticket by email and, for your convenience, we may also send it via WhatsApp and/or SMS. In addition, 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 to confirm the booking. Delivery of digital services (tickets/audio guides) or booking confirmations shall be evidenced by the sending records (logs) of our communication platforms (Mandrill, WhatsApp, SMS), which constitute reliable proof that the service has been made available.
Tickets requiring in-person collection.
In certain cases, tickets will not be sent by email but must be collected in person at the meeting point indicated in the booking confirmation. Information regarding 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
To ensure availability, FTC may purchase tickets for a time different from the one originally selected, provided it falls within a reasonable time range.
The User is responsible for:
- Checking the final time indicated on the tickets.
- Arriving punctually.
Failure to arrive at the assigned time does not entitle the User to a refund.
To ensure availability, FTC may purchase tickets for a time different from the one originally selected, provided it falls within a reasonable time range.
The User is responsible for:
- Checking the final time indicated on the tickets.
- Arriving punctually.
Failure to arrive at the assigned time does 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 mail (spam) folder.
In the event of an error when entering the email address or an inability to receive communications:
The booking shall be considered invalid and non-refundable.
FTC shall not be responsible for errors arising from information provided by the User.
The User is responsible for:
- Providing a valid email address.
- Checking their inbox and junk mail (spam) folder.
In the event of an error when entering the email address or an inability to receive communications:
The booking shall be considered invalid and non-refundable.
FTC shall not be responsible for errors arising from information provided by the User.
11. Payments
11.1. The following payment methods are accepted for the Services:
- PayPal account
- Credit card via Stripe
- Google Pay
- Apple Pay
Users who make payments for the Services through PayPal accept the legal agreements governing PayPal services.
Users who make payments for the Services through Stripe accept the legal agreements governing Stripe services.
Users who make payments for the Services through Google Pay accept the legal agreements governing Google Pay services.
Users who make payments 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,
- Personalized assistance during the booking process,
- Value-added services as part of the customer's purchasing experience,
- Ticket management and processing,
- Services associated with the payment process,
- As well as our company's commercial margin.
- Guided tours,
- Personalized assistance during the booking process,
- Value-added services as part of the customer's purchasing experience,
- Ticket management and processing,
- Services associated with the payment process,
- As well as our company's commercial margin.
All of these are offered as a comprehensive package designed to ensure a convenient, secure and personalized booking and visiting experience.
12.2. Price display:
Prices are indicated in the currency selected by the User and include all applicable taxes and fees.
The total price — including taxes and fees — will be clearly displayed to the User before completing the purchase.
12.3. Per-person prices and special conditions:
Unless expressly stated otherwise, the prices displayed on the Website for tickets, audio guides and guided tours are per-person prices.
At certain monuments, prices may vary depending on participants' ages (adult, child, senior, etc.).
The User must select the total number of participants, indicating their respective ages, to view the final price of the booking.
12.4. Conditions for private tours:
For private tours, the displayed base price corresponds to one person.
As the number of participants increases, the final price is adjusted proportionally.
The User is responsible for correctly selecting the number of participants in the booking form to obtain the total amount.
12.5. Errors and modifications:
All price and service information is subject to possible typographical or technical errors beyond FTC's control.
If a pricing error is detected after purchase, FTC will immediately inform the User, who may withdraw from the contract at no cost.
FTC reserves the right to modify service prices at any time. In all cases, the applicable price shall be the price in effect when the booking is confirmed.
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, modifications and refunds are not permitted.
- This policy is clearly communicated during the purchase process and must be expressly accepted before completing payment.
- The issued monument admission tickets 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 contracts provide for a specific date or period of performance."
Therefore, the User may not withdraw from the contract once they have purchased our services for a specific date.
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 contracts provide for a specific date or period of performance."
Therefore, the User may not withdraw from the contract once they have purchased our services for a specific date.
Other conditions:
Failure to attend or late arrival at the start of the activity does not entitle the User to a refund.
Failure to carry the required identification documents (national identity card, passport or others), where required by the monument, will prevent admission without entitlement to a refund.
Monument admission tickets will only be issued using the complete and accurate information provided by the User during the booking process.
Failure to attend or late arrival at the start of the activity does not entitle the User to a refund.
Failure to carry the required identification documents (national identity card, passport or others), where required by the monument, will prevent admission without entitlement to a refund.
Monument admission tickets will only be issued using the complete and accurate information provided by the User during the booking process.
Refund exceptions:
A refund of the amount paid will only be permitted in the following cases:
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 FTC's management.
In these cases, the refund will be made using the same payment method and shall under no circumstances include any management fees or commissions charged.
A refund of the amount paid will only be permitted in the following cases:
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 FTC's management.
In these cases, the refund will be made using 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 monument admission tickets will be delivered up to 24 hours before the start of the booked activity, as indicated during the purchase process, in the booking confirmation and in section 9 of these Terms and Conditions.
The User declares that they are aware of and accept that monument admission tickets will be delivered up to 24 hours before the start of the booked activity, as indicated during the purchase process, in the booking confirmation and in section 9 of these Terms and Conditions.
Therefore:
Failure to receive the ticket before this deadline does not constitute a breach by FTC.
Any claim or dispute initiated before the established delivery deadline shall be considered unfounded, as the User expressly accepted this policy when completing the purchase.
13.2. Services that do not include monument admission tickets
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 consist of 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 booked service.
After this deadline, cancellations and refunds will not be accepted.
In cases of force majeure (such as pandemics):
A voucher for the amount paid will be offered, valid for 2 years and redeemable against any other service offered by FTC.
A voucher for the amount paid will be offered, valid for 2 years and redeemable against any other service offered by FTC.
To cancel or modify this type of booking, the User must notify FTC in writing at the following email address:
info@feelthecitytours.com
info@feelthecitytours.com
14. User Obligations and Admission Conditions.
14.1. Mandatory personal data and named tickets
The User must truthfully and completely provide all personal information required for each booking participant before completing the purchase.
Monument admission tickets are issued in the holder's name, personal and non-transferable. They may not be used by persons other than those whose details were correctly provided during the booking process.
14.2. Deadline for submitting information
The User has a maximum 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 monument admission tickets and the User shall not be entitled to a refund.
Where appropriate, FTC may offer alternatives, but without any obligation to issue a refund.
14.3. Late, incomplete or incorrect submission of information
If the User provides personal information after the specified deadline, or provides incomplete or incorrect information, FTC shall not be responsible for the failure to issue tickets or the inability to access the monument, and the booking shall be considered non-refundable.
Correction, modification or alteration of personal information after purchase shall not be possible, except for justified reasons expressly accepted by FTC before the tickets are issued.
14.4. Responsibility for email communications
It is the User's sole responsibility to provide a valid and functioning email address to receive the booking confirmation and monument admission tickets.
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 the spam folder), or due to any other error beyond FTC's control.
In these cases, the booking shall be considered non-refundable and shall not entitle the User to a refund.
14.5. Personal and non-transferable use of tickets
Monument admission tickets may not be resold, transferred, assigned or used by persons other than those indicated in the booking.
Admission to the monument may require presentation of an identity document. Any discrepancy between the details on the ticket and the documentation presented will result in denial of admission without entitlement to a refund.
14.6. No modifications or transfers after purchase
Changes to the name, date or time, or transfer of the booking shall not be permitted under any circumstances once the purchase has been completed.
The only exception shall be an obvious error detected and reported before the tickets are issued, always at FTC's discretion.
14.7. Defense against claims and disputes
The User declares that they are aware of and accept that inability to gain admission resulting from failure to submit personal information, late or incorrect submission of personal information, or use of an incorrect email address does not constitute a breach by FTC and does not entitle the User to a refund or a valid dispute.
Any claim or dispute initiated for these reasons 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 info@feelthecitytours.com.
15.2. To process a complaint, the User must provide their full name, contact email address and an explanation of the circumstances giving rise to the complaint. They 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 receipt.
15.4. The User may also submit complaints to the relevant consumer protection authorities.
16. Applicable Law and Jurisdiction.
16.1. These Terms and Conditions are governed by the laws of Spain.
16.2. Any dispute, controversy or claim arising out of or relating to these Terms and Conditions shall be submitted to the Spanish courts.
16.3. If the User resides outside Spain, the Spanish courts 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 channels:
Postal address: Calle Almirante Lobo, 2 - Piso 4 Izq. Sevilla (41001), Seville, Spain
Telephone: (WhatsApp only) / +34 600 124 206
Email: info@feelthecitytours.com