GENERAL TERMS AND CONDITIONS

These General Terms and Conditions (hereinafter referred to as „the Conditions”) are governed by Royal Legislative Decree 1/2007 of November 16, approving the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, Law 7/1998 of April 13, on General Contract Conditions, and the following provisions.

Preliminary information

The Terms and Conditions govern access to, booking of, and contracting for tourist services offered through the website www.rolliodemadrid.com, owned by:

Object

The Provider acts as a retail travel agency, providing services directly to end consumers. Specifically, it offers the opportunity to contract for short-duration tourist activities and experiences in the city of Madrid, such as (i) cultural visits; (ii) gastronomic experiences; (iii) cultural performances; (iv) packages combining several of the aforementioned services; and/or (v) occasional transfer services.

The services do not include overnight stays in Madrid at the Provider's expense, and under no circumstances do they constitute a travel package (organized trip) within the meaning of the relevant legislation.

Ordering (contracting for) any service implies express acceptance of the Terms and Conditions.

Contracting process

The conclusion of a contract for the services offered by the Provider takes place exclusively through the website, prior to the commencement of the service.

For this purpose, the client must select the desired activity or service, indicate the date and time of performance, and the number of participants, and provide the personal data necessary for managing the booking. Before finalizing the contract, the client must expressly accept these Terms and Conditions.

The contract is considered formed (perfected) at the moment the client completes the booking process and payment for the service is confirmed.

After formalizing the contract, the Provider will send a confirmation email to the client with the booking details.

Price and payment

The prices of services are indicated in euros (EUR) and include applicable taxes, unless expressly stated otherwise.

The price indicated for each activity corresponds to the total amount per person and per service, depending on the data included in the specific description of the activity.

The fees for the services must be paid in full at the time of booking through the payment methods allowed on the website. We do not accept cash payments.

The reservation cannot be considered confirmed until payment has been received properly.

Service delivery

Services will be provided on the date and time selected by the customer at the time of booking, in accordance with the descriptions of each activity.

The service is considered to have commenced at the moment of meeting the tour guide, or at the designated service point for individual activities, at the specified time. Lack of punctuality or failure to appear at the designated place and time may result in the loss of the service, without entitlement to a refund.

The course, content, and duration of individual activities will be as specified in the relevant description and may be divided into different phases or services (guided tours, presentations, catering, or others), which may be provided directly by the Provider or by cooperation partners.

The Provider may introduce non-significant (immaterial) changes to the execution of services if necessary for proper performance, provided that these changes do not affect the fundamental nature of the ordered activity.

In cases where the provision of the service is affected by circumstances beyond the Provider's control, such as weather conditions or decisions made by collaborating partners, the Provider will take reasonable measures to ensure the proper execution of the service or offer equivalent alternatives where applicable.

Special conditions may apply to each activity (e.g., minimum or maximum number of participants, language, duration, or specific requirements), which are detailed on the relevant data sheet and form part of the contract.

Cancellations, modifications, and refunds

The customer may cancel their existing booking with entitlement to a refund under the following conditions:

• Cancellations made no later than 7 days before the service date (or at least 7 days in advance): a full refund of the amount paid.
• Cancellations made between 7 days and 24 hours before the service begins: a refund of 50% of the amount paid.
• Cancellations less than 24 hours in advance, as well as no-shows by the client at the specified location and time, are not eligible for a refund.

For the purpose of calculating the deadlines above, the start date of the service is decisive.

Cancellation requests must be submitted through the Provider's contact channels.

Requests to modify bookings are subject to availability and are not guaranteed. They may be subject to additional charges.

In case of cancellation of the service by the Service Provider, the customer is entitled to a full refund of the amounts paid, without further compensation.

Customer obligations

The client agrees to appear at the specified location, date, and time for the commencement of the activity and to provide truthful information during the booking process.

Furthermore, you must inform in advance about any circumstances that may affect the proper provision of the service, such as allergies, food intolerances, mobility needs, or other special conditions.

During the course of the activity, the customer must observe the behavioral, safety, and hygiene rules established by the Service Provider, or in case of cooperation partners (restaurants, theaters, or others), and must exhibit appropriate behavior that does not violate other participants or the normal operation of the service.

Failure to comply with these obligations may result in exclusion from the client's activities, without the right to a refund.

Responsibility

The Service Provider is responsible for the proper execution of the ordered services. However, certain activities may be provided by cooperating partners (restaurants, theaters, or other establishments) who act under their own organization and responsibility. In such cases, the aforementioned partners are directly responsible for the proper provision of the services pertaining to them.

The Provider shall not be liable for any damages or losses arising from: (i) the Customer's failure to comply with the obligations set forth in these Terms and Conditions; or (ii) circumstances of force majeure or events beyond the Provider's control, such as adverse weather conditions, strikes, events in third-party services, or decisions made by cooperating partners.

The Provider will always take reasonable measures to ensure the proper execution of the service and, where applicable, to minimize potential incidents.

Accessibility

The Provider does not guarantee the suitability of the services for all individuals, considering their characteristics or the circumstances of service implementation. In particular, certain activities may not be accessible to individuals with reduced mobility, and certain transfer services may not be adapted for wheelchairs.

Minors

Minors must always be accompanied by a responsible adult (father, mother, or legal guardian).

The Provider may refuse to provide the service if the minor is not accompanied by a suitable escort, or if the conditions necessary for their participation in the activity are not met.

Protection against insolvency

If the Service Provider becomes insolvent, reimbursements will be made. The Organizer has contracted insolvency protection insurance with AXA Seguros Generales, S.A. de Seguros y Reaseguros. In the event of refusal of services due to the Organizer's insolvency, travelers may contact the aforementioned entity or, where applicable, the competent authority.

Applicable law and jurisdiction

The parties to the contract, subject to the protection of the present General Terms and Conditions, shall submit to the jurisdiction of the Courts and Tribunals of the place of residence of the traveler or the registered office of the contractor, at the traveler's option, for the settlement of any disputes or claims arising from the interpretation or enforcement of the signed contract and the present General Terms and Conditions.