Terms and Conditions

1. Identification.

1.1. Grupo Feel The City, SL (hereinafter ‘FTC’), with company registration number (EIN): B90206152; registered office at Calle Almirante Lobo, 2 – 4th Floor, Left, Seville (41001), Seville, Spain; telephone +34 600 124 206 (WhatsApp only); and email address info@feelthecitytours.com, is the owner of the website located at the following web address www.feelthecity.com and its social media accounts (hereinafter, the Website).

1.2. FTC is the owner of the following social media accounts:
WhatsApp

1.3. Any person accessing this Website (hereinafter, the ‘User’) confirms that they are of the minimum legal age required to give consent in relation to information society services. If this is not the case, the User must refrain from accessing this Website.

2. Purpose.

2.1. The purpose of these terms and conditions is to 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 (right of access and ancillary services) for the tours offered on this Website (hereinafter, the Services).

2.2. By accessing this Website or contracting Services, the User expressly accepts all the clauses of these terms and conditions, the privacy policy and the cookies policy, as well as any specific conditions set out for the use of certain services. Should the User not accept any of the aforementioned clauses, they must refrain from accessing this Website and from contracting the Services.

2.3. By accessing FTC’s social media accounts, the User agrees to comply with the terms and policies of those platforms:
WhatsApp

2.4. The User undertakes to observe and comply with any legal provision applicable to access to this Website or to the contracting of the Services.

2.5. FTC reserves the right to amend these terms and conditions at any time; it is therefore the User’s responsibility to review them before accessing this Website or contracting the Services.

3. Nature and scope of the service provision.

The nature of the contractual obligation undertaken by FTC varies depending on the specific delivery model of the service selected by the User. For the purposes of determining the correct performance of the contract and the validity of any claim or dispute, the following terms are set out:

3.1. Direct Execution Method (Delivery of Digital Assets: Tickets and Audio Guides).
For those services where the main provision consists of the direct supply of admission tickets, audio guides or other digital resources by our organisation:

Scope of the obligation: FTC’s obligation is limited to the creation and provision of these digital assets to the User.
Improvements to the service: The service shall be deemed to have been fully provided and the contract to have been performed at the moment the assets are sent via the digital channels provided by the User (email, SMS or instant messaging).
Compliance test: The outbound records and delivery logs from our communication systems shall constitute full and conclusive proof of the provision of the service, regardless of whether the User has actually downloaded or viewed the content.

3.2. Management and Mediation Model (Services involving the provision of tickets by third parties).
For those services (guided tours, private visits or activities) where the physical handover of admission tickets or the delivery of the activity depends on a third party (guide, venue operator or external partner):

Scope of the obligation: FTC’s obligation is defined as one of management and assurance. The service consists of: (i) processing the booking with the end provider, (ii) verifying that the details provided by the User are suitable for the service to be arranged, and (iii) issuing the booking confirmation.
Improvements to the service: FTC’s service shall be deemed to have been completed and duly performed upon sending the “Booking Confirmation” to the User.
Disclaimer following confirmation: Once the booking confirmation has been issued, the provision of physical tickets or the commencement of the tour at the meeting point form part of the operational process of the final service. Therefore, the User acknowledges that FTC has fulfilled its contractual obligation once the booking has been secured and confirmation has been issued; the bank charge shall not be subject to dispute due to incidents unrelated to this booking process.

3.3. Pre-contractual Information and Acceptance.
Before completing the purchase, the User has access to the full description of the service contracted, including the scope of FTC’s obligations according to the selected option. Completion of the payment process implies express acceptance of these Terms and Conditions, and such acceptance is recorded in FTC’s system as part of the transaction record.

4. Minors.

4.1. Minors are prohibited from contracting Services.

4.2. FTC reminds Users who are responsible for minors that it is their sole responsibility to determine which services and content are or are not appropriate for the age of these minors, and that there are software programmes available that allow access to certain content and services to be filtered and blocked.

5. Content.

5.1. The content made available to the User on this Website comes from both our own sources and third parties.

5.2. FTC endeavours 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 timeliness.

5.3. The inclusion of content on this website does not in any way constitute the provision of a professional advisory service by FTC to the User.

5.4. FTC advises Users against making decisions based on the information contained in the content of this Website without seeking 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 the property of FTC or has been licensed to it by the relevant rights holders, and is duly protected by intellectual property laws (copyright and trade marks).

6.2. Regardless of the purpose for which it is intended, the total or partial reproduction, use, exploitation, distribution and commercialisation of any content belonging to this Website requires, in all cases, prior written authorisation from FTC.

6.3. Any content not belonging to FTC that may appear on this website belongs to its respective owners, who are themselves responsible for granting any authorisation to third parties.

7. Terms of Use.

7.1. The User voluntarily and expressly accepts that the 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 reputation, interests or rights of FTC or third parties, or that could damage, render inoperable or overload this Website, or that could in any way prevent its normal use.

7.3. FTC reserves the right to deny or withdraw access to this Website or to refuse to allow the contracting of Services without prior notice, at its own discretion or that of a third party, to Users who breach these clauses or any specific conditions set out for the use of certain services.

7.4. The User must provide personal data in order to contract the Services. The User shall be responsible for providing accurate and lawful information. As a result of the contract, 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 that FTC offers via this Website.

7.6. FTC reserves the right to remove any comments or contributions that fail to respect human dignity, that are discriminatory, xenophobic, racist or pornographic, that are harmful to young people or children, public order or safety, or which, in its judgement, are unsuitable for publication. In any event, FTC shall not be liable for the opinions expressed by users via forums, chat rooms or other participatory tools.

8. SPAM.

8.1. Users are strictly prohibited from collecting email addresses from this Website for the purpose of sending advertising or promotional communications without these having been previously requested or expressly authorised by the recipients.

9. Liability.

9.1. FTC shall take all reasonable steps to ensure the proper functioning of this Website. However, given the nature of the internet and the fact that the operation of this website may depend on the involvement of third parties, FTC accepts no liability for any inconvenience that may be caused to the User as a result of the website’s malfunction.

9.2. FTC accepts no liability whatsoever arising from information published by third parties on this website.

9.3. FTC accepts no liability whatsoever for third-party content to which this Website links.

9.4. Should the User consider that there is any content on this Website that may be unlawful, they must notify us by email at the address info@feelthecitytours.com.

9.5. Given the nature of the Internet, FTC cannot guarantee the absence of elements that may cause disruptions to its IT system or that of the User; therefore, it accepts no liability for damages of any kind that may result from such disruptions.

10. Booking Process.

To make any booking, the User’s express and prior acceptance of the following terms and conditions is an essential requirement for completing the purchase process:

Accept these General Terms and Conditions.
Accept the Cancellation and Refund Policy.
Accept the Terms of Use for the website and the contracted services.
Please confirm that you have read, understood and accepted the ticket delivery policy.
You expressly accept that certain services do not allow for cancellations or refunds.

These terms and conditions must be accepted by means of an affirmative action (such as ticking boxes and/or clicking a confirmation button) during the booking process. Without such explicit acceptance, the booking cannot be completed and will 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.
The 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, specifying:

The date and time of the event.
The number of participants, distinguishing between adults and children by age.

You must complete a form with your personal details (full name, telephone number and a valid email address).
You will be redirected to the payment gateway to select a payment method and complete the transaction.
Before completing payment, you must explicitly accept all the policies mentioned in section 10.

Once payment has been successfully completed:

The User will receive a confirmation email with the booking details.
This email constitutes the binding contract between the User and FTC (hereinafter, the “Contract”).

FTC reserves the right not to accept the booking in the event of:

Errors during payment validation.
Incorrect or incomplete data provided by the User.
Breach of the Terms and Conditions or any other applicable policy.

10.3. Obligation to provide personal details.
Before completing the payment and finalising the booking, the User must:

You must complete a form with the personal details of all those included in the booking (first name, surname and other required fields).

This step is essential and must be completed before the purchase is confirmed.

Tickets for entry to the monument 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 details, FTC accepts no liability for the non-issuance of tickets or for the inability to access the monument. In such cases, the User shall not be entitled to a refund, a change to their booking or access.

Failure to submit the data within the specified timeframe and in the specified manner entitles FTC to classify the service as a “No-Show” due to reasons attributable to the customer, without entitlement to a refund and with the bank charge remaining valid.

10.4. Ticket delivery.

10.4.1. Delivery time.
Tickets for entry to the monument 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 start of the activity.

Once tickets are available, you will receive your ticket by email and, for your convenience, we may also send it via WhatsApp and/or SMS. Furthermore, 24 hours before your visit, you will receive an automatic reminder via the same channels. This delivery policy is clearly communicated during the purchase process and must be expressly accepted by the User to finalise the booking. Delivery of digital services (tickets/audio guides) or booking confirmations will be verified via the delivery logs of our communication platforms (Mandrill, WhatsApp, SMS), which constitute conclusive proof that the service has been made available.

Tickets for collection in person.
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, as well as the specific delivery conditions, is clearly detailed during the purchase process and in the confirmation email received by the User.

10.4.2. Final access time.
To ensure availability, FTC may purchase tickets for a time other than that initially selected, provided it is within a reasonable timeframe.

It is the User’s responsibility to:

Check the final timetable shown on the tickets.
Turn up on time.

Failure to turn up at the allocated time does not entitle you to a refund.

10.5. Responsibility for communication.
The User is responsible for:

Please provide a valid email address.
Please check your inbox and your spam folder.

In the event of an error when entering the email address or if the email cannot be received, the booking will be considered invalid and non-refundable. FTC accepts no liability for errors arising from the 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

Any User who makes a payment for the Services via PayPal accepts the legal agreements governing PayPal’s services.
Any User making a payment for the Services via Stripe accepts the legal agreements governing Stripe’s services.
Any User who makes a payment for the Services via Google Pay accepts the legal agreements governing Google Pay services.
Any User who makes a payment for the Services via Apple Pay accepts the legal agreements governing Apple Pay services.

12. Prices.

12.1. Transparency and price breakdown.
The prices of the services offered on our website include both admission tickets to monuments, museums or activities, as well as additional value-added services that form an integral part of your experience.

These value-added services may include, amongst others:

Audio guides.
Guided tours.
Personalised assistance throughout the booking process.
Value-added services to enhance the customer’s shopping experience.
Ticket management and processing.
Services associated with the payment process.
Our company’s own profit margin.

All of this is offered as a comprehensive package designed to ensure a convenient, secure and personalised booking and visit experience.

12.2. Price display.
Prices are shown in the currency chosen by the User and include all applicable taxes and charges. The total price, including taxes and charges, will be clearly displayed to the User before the purchase is finalised.

12.3. Prices per person and special conditions.
Unless expressly stated otherwise, the prices shown on the website for tickets, audio guides and guided tours are per person. At certain monuments, prices may vary depending on the age of the attendees (adult, child, senior, etc.). The User must select the total number of attendees, specifying their respective ages, to view the final price of their booking.

12.4. Terms and conditions for private tours.
In the case of private tours, the base price shown is per person. As the number of participants increases, the final price is adjusted proportionally. It is the User’s responsibility to select the correct number of participants on the booking form in order to obtain the total amount.

12.5. Errors and amendments.
All information regarding prices and services is subject to possible typographical or technical errors beyond FTC’s control. Should a pricing error be detected after purchase, FTC will immediately notify the User, who may then cancel their contract at no cost.

FTC reserves the right to change the prices of its services at any time. In all cases, the applicable price will be the one in force at the time the booking is made.

13. Cancellation, Withdrawal and Refund Policy.

13.1. Services that include admission tickets to monuments, museums or audio guides.

Once a purchase has been made, no cancellations, amendments or refunds are permitted.
This policy is clearly stated during the purchase process and must be expressly accepted before completing payment.
Tickets issued for entry to the monument are final, named 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 relating to leisure activities, if the contracts specify a specific date or period of performance.”
Consequently, the User may not withdraw from the contract once the purchase of our services for a specific date has been made.

Other conditions:

Failure to turn up or arriving late for the start of the activity does not entitle you to a refund.
Failure to carry the required identification documents (ID card, passport or other), where required by the monument, will result in denied access without a refund.
Tickets for entry to the monument will only be issued if the User provides complete and correct details during the booking process.

Exceptions to refunds:
A refund of the amount paid will only be granted 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’s provider or to FTC’s management.

In such cases, the refund will be made via the same payment method and will under no circumstances include any applicable fees or processing charges.

Claims and disputes raised before the ticket delivery deadline:
The User acknowledges and accepts that tickets for entry to the monument will be issued up to 24 hours before the start of the booked activity, as indicated in the booking process, in the booking confirmation and in section 10.4 of these Terms and Conditions.

Therefore:

Failure to receive the ticket before the said deadline does not constitute a breach on the part of FTC.
Any claim or dispute raised before the stipulated delivery deadline will be deemed inadmissible, as the User has expressly accepted this policy upon completing the purchase.

13.2. Services that do not include admission tickets to the monument.
For services that do not include admission tickets to monuments, museums or audio guides, the User has greater flexibility regarding cancellations and refunds.

The User may cancel the booking with a full refund up to 24 hours before the start of the contracted service.
After this period, no cancellations or refunds will be accepted.
In cases of force majeure (such as pandemics), a voucher for the amount paid will be issued, valid for 2 years, to be used on any other service offered by FTC.

To cancel or amend a booking of this type, the User must notify us in writing at the following email address: info@feelthecitytours.com

14. User obligations and conditions of access.

14.1. Mandatory personal data and the fact that tickets are issued in the holder’s name.
The User must provide, truthfully and in full, all the personal data required for each person included in the booking before completing the purchase. Tickets for entry to the monument are named, personal and non-transferable. They may not be used by anyone other than those whose details have been correctly provided during the booking process.

14.2. Deadline for submitting data.
The User will have a maximum of 30 minutes from the time of purchase to submit the required personal details. Should FTC not receive the details within this timeframe, FTC cannot guarantee the availability of tickets to access the monument and the User will not be entitled to a refund. Where applicable, FTC may offer alternatives, but shall not be obliged to issue a refund.

14.3. Late, incomplete or incorrect submission of data.
If the User provides personal data after the stipulated deadline, or if the data is incomplete or incorrect, FTC shall not be held liable for the non-issuance of tickets or the inability to access the monument, and the booking shall be deemed non-refundable. It will not be possible to correct, amend or change personal details after purchase, unless there is a valid reason expressly accepted by FTC prior to the tickets being issued.

14.4. Liability regarding email.
It is the User’s sole responsibility to provide a valid and functional email address to receive the booking confirmation and tickets for entry to the monument. FTC shall not be held liable if the User does not receive the tickets due to entering an incorrect email address, failing to check their inbox (including the spam folder) or any error beyond FTC’s control. In such cases, the booking shall be deemed non-refundable and shall not entitle the User to a refund.

14.5. Tickets are for personal use only and are non-transferable.
Tickets for entry to the monument may not be resold, transferred, assigned or used by anyone other than those named on the booking. Entry to the monument may require the presentation of a valid form of identification. Any discrepancy between the details on the ticket and the identification provided will result in entry being refused, with no entitlement to a refund.

14.6. No amendments or transfers permitted after purchase.
Under no circumstances will changes to the name, date or time be permitted, nor will the booking be transferable once the purchase has been made. The only exception will be in the event of an obvious error detected and reported before the tickets are issued, and always at the discretion of FTC.

14.7. Defence against claims and disputes.
The User acknowledges and accepts that any inability to access the service resulting from the failure to submit, the late submission or the incorrect submission of personal data, or from the 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 claim. Any claim or dispute raised on these grounds shall be deemed inadmissible under these terms and conditions, which have been expressly accepted by the User.

15. Complaints.

15.1. Should the User wish to lodge a complaint with FTC, they may send it to the following email address info@feelthecitytours.com.

15.2. To submit a complaint, the User must provide their full name, contact email address and an explanation of the facts giving rise to the complaint. They must also provide any supporting documentation or evidence they deem appropriate.

15.3. FTC will respond to the User’s complaint within a maximum period of one (1) month from receipt.

15.4. The User may also lodge complaints with the relevant consumer protection authorities.

16. Governing Law and Jurisdiction.

16.1. These terms and conditions are governed by the laws of the United States.

16.2. Any dispute, controversy or claim arising out of or in connection with these terms and conditions shall be subject to the jurisdiction of the courts of the United States.

16.3. Should the User reside outside the United States, the courts of the United States shall have exclusive jurisdiction over any dispute, controversy or claim arising out of or in connection with these terms and conditions.

17. Contact details.

17.1. To contact FTC, you may do so via the following channels:

Postal address: Calle Almirante Lobo, 2 – 4th Floor, Left, Seville (41001), Seville, Spain.
Email: info@feelthecitytours.com

Legal Terms and Conditions