These Contracting Conditions apply to all tours, excursions and day or half-day trips offered by Mountain City Tours and form part of the contract between Mountain City Tours and the customer.
By making a booking, you confirm that you have read and accepted these Contracting Conditions, together with the specific information and inclusions stated on the booking page for the tour or excursion selected.
1. TOURS AND EXCURSIONS
Mountain City Tours offers guided tours and experiences in Madrid and day or half-day trips outside Madrid City.
The exact itinerary, duration, meeting point, inclusions, group size and other characteristics of each experience are specified on the corresponding booking page.
Only services expressly stated as included in the tour description are included in the price.
Any service, meal, ticket, transportation or expense not expressly stated as included is not included.
2. BOOKINGS AND PAYMENT
Bookings are made through the Mountain City Tours website or through an authorized third-party booking platform.
A booking is confirmed once payment has been successfully completed and a booking confirmation has been issued.
Customers are responsible for providing accurate contact information, including an email address and telephone number, so that Mountain City Tours can communicate important information relating to the booking.
Customers must arrive at the meeting point at the time specified in their booking confirmation.
3. CANCELLATION POLICY
Unless a different cancellation policy is expressly stated on the booking page or booking platform:
Free cancellation is available up to 24 hours before the scheduled starting time of the tour or excursion.
If the booking is cancelled at least 24 hours before the scheduled start time, the customer will receive a 100% refund of the amount paid.
Cancellations made less than 24 hours before the scheduled starting time are non-refundable.
No refund will be provided for:
- Late cancellations within the 24-hour period
- No-shows
- Arriving after the scheduled departure time
- Voluntarily leaving the tour once it has started
- Services or activities not used voluntarily by the customer
Cancellation requests may be made through the booking platform used to make the reservation or by contacting:
info@mountaincitytours.com
The applicable cancellation time is calculated according to the local time in Madrid.
4. WEATHER AND SAFETY
Our tours and excursions may take place outdoors and can therefore be affected by weather conditions.
Normal rain or weather conditions that do not prevent the tour from operating safely do not entitle customers to a refund.
In the event of extreme weather conditions, Mountain City Tours will assess each situation individually and may consider changing the time or date of the tour or providing a full or partial refund, depending on the circumstances.
Mountain City Tours may also modify the itinerary when reasonably necessary for safety reasons or due to circumstances beyond our reasonable control.
5. GUIDES
All Mountain City Tours experiences are guided by experienced and appropriately qualified guides.
The guide is responsible for the operational and safety management of the activity and may make reasonable decisions regarding the itinerary, route or activities when necessary.
Participants must follow the reasonable instructions given by the guide throughout the tour.
6. OUTDOOR TOURS
Participants taking part in outdoor activities must be able to participate safely in the conditions required by the specific tour.
Customers must follow the guide’s safety instructions and use any safety equipment provided as instructed.
Mountain City Tours may modify the route or activity when reasonably necessary for safety or operational reasons.
7. MUSEUM TOURS
Museum tours are subject to the rules, security procedures, opening hours and access requirements established by the museum.
The itinerary may be adjusted due to temporary closures, restricted access or other circumstances beyond the control of Mountain City Tours, while maintaining the principal purpose of the experience whenever reasonably possible.
8. DAY AND HALF-DAY TRIPS OUTSIDE MADRID CITY
Day and half-day trips outside Madrid City may involve transportation, outdoor activities, cultural visits and other services depending on the specific excursion.
The published itinerary represents the planned programme of the day. The order or timing of activities may change due to traffic, weather, opening hours, local circumstances or operational requirements.
Mountain City Tours may make reasonable changes to the itinerary when necessary for the proper operation and safety of the excursion.
9. INSURANCE
Mountain City Tours maintains the insurance policies applicable to the activities and services it provides, including applicable civil liability insurance and, where applicable, activity or accident coverage.
Customers are responsible for considering whether they require additional personal travel insurance.
10. CUSTOMER RESPONSIBILITIES
Participants must provide accurate information when booking and must comply with the instructions provided by Mountain City Tours and its guides.
Customers must behave responsibly and respectfully towards guides, other participants, local residents, facilities, vehicles, bicycles and cultural or natural heritage.
Mountain City Tours reserves the right to refuse participation or terminate a customer’s participation where their conduct represents a serious safety risk or significantly disrupts the experience.
No refund will normally be provided in such circumstances.
11. PERSONAL BELONGINGS
Customers are responsible for their personal belongings throughout the tour or excursion.
Mountain City Tours is not responsible for the loss, theft or damage of personal belongings unless liability is imposed by applicable law.
12. PHOTOGRAPHS AND USE OF IMAGE
During our tours and excursions, photographs and/or videos may be taken by Mountain City Tours, its guides or other authorized representatives.
By booking and participating in a Mountain City Tours experience, customers agree that their image may be used for commercial, promotional, advertising and marketing purposes, including on our website, social media, promotional materials and other digital or printed media.
If a customer does not wish to appear in photographs or videos used for these purposes, they must inform Mountain City Tours in writing before the tour by contacting:
info@mountaincitytours.com
We will take reasonable steps to respect such requests.
13. CANCELLATION OR MODIFICATION BY MOUNTAIN CITY TOURS
Mountain City Tours may cancel or modify a tour or excursion when reasonably necessary due to severe weather, safety concerns, official restrictions, closures, transportation problems or other circumstances beyond our reasonable control.
If a tour is cancelled and no suitable alternative can be offered, customers will receive the applicable refund for the cancelled service.
Mountain City Tours is not responsible for additional expenses incurred by customers outside the services booked with us.
14. FORCE MAJEURE
Mountain City Tours shall not be liable for failure or delay in providing a service when this is caused by extraordinary circumstances beyond our reasonable control, including extreme weather, natural disasters, strikes, road closures, official restrictions or other unforeseeable events.
In such circumstances, we will make reasonable efforts to minimize the impact on customers and, where possible, offer an appropriate alternative.
15. COMPLAINTS
If you experience a problem during a tour or excursion, please inform the guide as soon as reasonably possible so that we have the opportunity to resolve it.
Any subsequent complaint should be submitted in writing to:
info@mountaincitytours.com
Mountain City Tours will review complaints and respond within a reasonable period in accordance with applicable legislation.
16. LIABILITY
Mountain City Tours is responsible for the proper provision of the services it directly undertakes to provide, subject to applicable law.
We are not responsible for circumstances caused by the customer’s own actions, failure to follow safety instructions, third parties outside our reasonable control, or extraordinary and unavoidable circumstances, to the extent permitted by law.
Nothing in these conditions excludes or limits any liability that cannot legally be excluded or limited.
17. DATA PROTECTION
Personal information provided when making a booking will be processed in accordance with applicable data protection legislation and Mountain City Tours’ Privacy Policy.
Personal information may be used for purposes including managing bookings, communicating with customers and providing the contracted services.
For further information, please consult our Privacy Policy.
18. SPECIFIC TERMS OF EACH TOUR
These Contracting Conditions apply together with the specific information published for each experience.
In the event of a specific condition stated on the booking page that differs from these general conditions, the specific condition applicable to that tour will prevail for that particular service.
Customers are advised to read the complete tour description, inclusions, exclusions, meeting point, duration and cancellation conditions before completing their booking.
19. APPLICABLE LAW
These Contracting Conditions are governed by the applicable legislation of Spain and the consumer protection regulations applicable in the Community of Madrid.
Nothing in these conditions affects any mandatory rights granted to consumers under applicable Spanish or European legislation.
Mountain City Tours
Sergio Jiménez González
Madrid, Spain
Email: info@mountaincitytours.com