Terms and Conditions

By completing a booking, the person making it (“you”) confirms they have the authority to accept these terms on behalf of everyone in their party, and agrees to share these terms, including the risk and fitness information below, with every member of the group before the tour.

1. Bookings

A booking is confirmed once payment is received. The confirmation email is your proof of booking and should be brought (digitally or printed) to the meeting point.

2. Price and what's included

The price shown at checkout is the total price. There are no hidden fees, upsells, or expected tips. It includes the guided walking tour as described on the tour page. It does not include transport to or from the meeting point, food, drink, or entry to any ticketed sites.

3. Fitness to participate

This tour involves continuous walking for approximately 2.5 hours, including a flight of steps and uneven, cobbled streets typical of Madrid's historic centre. It is not suitable for anyone unable to walk continuously for this duration or to manage stairs. If anyone in your party has a condition, injury, or mobility need that might affect their ability to complete the tour, please contact us before booking so we can advise whether it's a good fit.

4. Risks you're accepting

Walking tours take place on public streets and involve ordinary outdoor and urban risks: uneven and slippery surfaces, steps, kerbs, traffic, weather, and crowds. By booking, you accept these as the normal risks of the activity. This does not affect your rights where loss or injury results from our negligence (see Section 12).

5. Children

Children are welcome if they're able to manage the walking distance and duration described above. This is a history and storytelling tour rather than an interactive activity, so it tends to suit older children and teenagers better than young children. Children remain the responsibility of their accompanying adult throughout.

6. Meeting point and punctuality

Tours start on time at the advertised meeting point. If you're running late, message us on WhatsApp (the number is included in your booking confirmation email) and we'll do our best to arrange a point further along the route where you can join the group. Once the tour has started, we're unable to offer a refund or reschedule for a missed start, though we'll always try to get latecomers into the tour if they can catch up.

7. Cancellations by you

Free cancellation up to 48 hours before the tour start time, full refund. Cancellations inside 48 hours are not refundable, but we're happy to move your booking to another date, subject to availability.

8. Weather

The tour runs rain or shine; bring a layer or umbrella. If conditions are forecast to be severe enough that the tour wouldn't be safe or enjoyable, we'll contact you the morning of the tour with the choice of a full refund or rescheduling.

If weather turns unsafe during the tour and it has to end early: ended within the first hour, you'll be offered a 50% refund or a free rebooking; ended after the first hour, a 25% refund or a free rebooking; called off within the first 15 minutes, a full refund. The choice between refund and rebooking is yours.

9. Minimum numbers

If a public tour doesn't reach the minimum number of participants to run, we'll let you know at least 24 hours before the tour start time and offer a full refund or a place on another date.

10. Conduct

We reserve the right to remove anyone from the tour whose behaviour puts their own safety, the safety of others, or the enjoyment of the group at risk, without refund.

11. Photography

Your guide may occasionally take photos during the tour for use on our website or social media. If you'd prefer not to be included, just let your guide know at the start of the tour.

12. Liability

We take reasonable care in planning and delivering every tour. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be excluded under Spanish and EU consumer law.

For anything else, our liability is limited to the price paid for the tour. We are not liable for losses arising from circumstances outside our reasonable control, including weather, third-party actions, or transport disruption.

13. Your data

We handle your personal data in line with our Privacy Policy. Payments are processed securely by Stripe; we do not store your card details.

14. Complaints

If anything about your tour wasn't right, contact us at bookings@walkingtoursmadrid.com and we'll do our best to put it right.

15. Governing law

These terms are governed by Spanish law. Any dispute will be subject to the jurisdiction of the courts of Madrid.

16. Changes to these terms

We may update these terms from time to time. The version in force at the time of your booking applies to that booking.