Legal Notice and Terms of Use

Identity of the owner

In compliance with Spanish Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE), the owner of this website is:

• Company name: Trip Tours Madrid SLU
• Trade name: Trip Tours Madrid
• Tax ID (CIF): B56592975
• Registered office: C/ Embajadores 96, BJ A, 28012 Madrid (Spain)
• Customer office: Puerta del Sol, 28013 Madrid (Spain)
• Email: info@triptoursmadrid.com
• Office phone: +34 674 441 818
• WhatsApp for enquiries: +34 642 78 47 32
• Website: https://triptoursmadrid.com

Business model: own tours and affiliated excursions

Trip Tours Madrid sells two types of products under different legal regimes, which should be clearly distinguished:

• Own products (free tours and private tours): the free tours and private tours offered on this website are designed and operated directly by Trip Tours Madrid SLU, with its own guides. For these products, Trip Tours Madrid SLU is the service provider.
• Affiliated products (excursions and sightseeing buses): the full-day and half-day excursions (Toledo, Segovia, Avila, Aranjuez, Chinchon, El Escorial and similar) and the sightseeing buses are operated by official partners, not by Trip Tours Madrid SLU directly. For these products, Trip Tours Madrid SLU acts as an affiliated commercial distributor and the customer contracts the tourist service directly with the corresponding operator.

Official operators of the affiliated products

The affiliated products (excursions and sightseeing buses) are operated by the following partners, through the Ventrata booking platform:

• The Yellow Tours (Yellow Tours Madrid). Address: C. de San Bernardo 5, Local 13, 28013 Madrid. Website: https://theyellowtours.com. Operator of excursions (Toledo, Segovia, Avila and other destinations) from Madrid.
• Big Bus Tours Madrid. Information centre: Plaza Canovas del Castillo (Paseo del Prado), 28014 Madrid. Website: https://www.bigbustours.com/es/madrid/. Local operator: J. Moreno e Hijos S.L. (Big Bus Tours Ltd acts as agent). Services: sightseeing buses and bus-operated excursions.
• Ventrata: the technology platform that manages the bookings of our partners.

Capabilities of Trip Tours Madrid as an affiliated partner

For the affiliated products (excursions and sightseeing buses), and as an official partner and affiliated distributor, Trip Tours Madrid SLU has the following operational capabilities:

• Create new bookings on behalf of the customer with the official operators (The Yellow Tours and Big Bus Tours Madrid).
• Modify existing bookings (change of date, number of people or tour) within the deadlines and conditions allowed by the operator's current policy.
• Cancel bookings and process refunds provided that the cancellation is requested within the deadline set by the operator's cancellation policy (usually up to 24 hours before the tour starts).
• Handle enquiries, complaints and incidents at first instance, in Spanish and English.
• Escalate to the operator any incidents that exceed our capabilities as an affiliated partner.

The particular conditions of each affiliated booking (schedules, inclusions, cancellation deadlines and refunds) are always subject to the current policy of the corresponding operator at the time of booking, which the customer accepts when confirming the purchase. When booking an excursion or a sightseeing bus through triptoursmadrid.com, you contract the service directly with the corresponding operator (The Yellow Tours or Big Bus Tours Madrid), whose particular conditions will be communicated to you during the booking process. Trip Tours Madrid SLU acts as an affiliated commercial distributor, facilitating the sale and customer service in Spanish and English.

For the free tours and private tours operated directly by Trip Tours Madrid SLU, it is Trip Tours Madrid SLU itself that provides the service and defines its conditions.

General terms of use

• Acceptance of the terms: accessing and using triptoursmadrid.com implies unreserved acceptance of these terms. If you do not agree, please do not use the site.
• Permitted use: the user agrees to use the site solely for lawful purposes, refraining from any activity that could damage, overload or interfere with its operation.
• Intellectual and industrial property: all content on the site (texts, images, logos, code and graphic design) is the property of Trip Tours Madrid SLU or is used under licence. Its reproduction, distribution, transformation or public communication without prior written authorisation is prohibited.
• Liability for affiliated products: the particular conditions of each excursion or sightseeing bus (itinerary, schedules, inclusions, cancellations and liability) are subject to the terms of the corresponding operator (The Yellow Tours or Big Bus Tours Madrid), which the customer accepts when making the booking.
• Free tours and private tours: for the products operated directly by Trip Tours Madrid SLU, the service conditions are defined and provided by Trip Tours Madrid SLU.
• Cancellation policy: for excursions and sightseeing buses, the current policy of the official operator of each product applies; in general, most allow free cancellation up to 24 hours before. Please check the specific conditions when booking.
• Third-party links: triptoursmadrid.com may contain links to third-party websites (partners, social media). We assume no responsibility for the content, privacy policies or practices of those sites.
• Disclaimer of liability: Trip Tours Madrid SLU shall not be liable for technical errors or service interruptions beyond its control, for the actual provision of the tourist service in affiliated products (the operator's responsibility), for itinerary changes caused by force majeure, or for any misuse that users may make of the site.
• Modifications: we reserve the right to modify the content of the site and these legal terms at any time, as well as to suspend or cancel services without prior notice.

Applicable law and jurisdiction

These terms are governed by Spanish law. For any dispute arising from the use of this site, the parties submit to the Courts and Tribunals of Madrid, unless the applicable consumer regulations provide otherwise.

Complaints, refunds and payments

For any incident related to a booking (cancellation, change, refund, payment problem, complaint about the service, etc.), the customer can contact Trip Tours Madrid through the following channels:

• Office phone: +34 674 441 818
• WhatsApp for enquiries: +34 642 78 47 32
• Email: info@triptoursmadrid.com (for private tours: bespoke@triptoursmadrid.com)
• Response in the shortest possible time during business hours
• Physical office: Puerta del Sol, 28013 Madrid

Incidents are handled as follows:

• Contact Trip Tours Madrid through any of the channels above.
• Our team reviews your request and, for excursions and sightseeing buses, verifies the applicable deadlines and conditions of the operator's policy (The Yellow Tours or Big Bus Tours Madrid).
• If the request is within policy, Trip Tours Madrid processes it directly (cancellation, modification or refund) without you having to contact the operator.
• If the request falls outside the operator's policy, we inform you of the available options and, where appropriate, escalate the incident to the corresponding operator.
• Authorised refunds are processed to the original payment method, usually within 5 to 10 business days, depending on the bank.

Direct contact with the official operators (in case of an incident not resolved by Trip Tours Madrid for affiliated products):

• The Yellow Tours: C. de San Bernardo 5, Local 13, 28013 Madrid · theyellowtours.com
• Big Bus Tours Madrid: Plaza Canovas del Castillo, Paseo del Prado, 28014 Madrid · bigbustours.com/madrid · Local operator: J. Moreno e Hijos S.L.

Alternative dispute resolution

Customers may also address their complaints to the competent consumer authorities in the Community of Madrid (Directorate-General for Trade and Consumer Affairs of the Community of Madrid).

General contact

For any query about this legal notice, write to us at info@triptoursmadrid.com, call us at +34 674 441 818 (office phone) or message us on WhatsApp at +34 642 78 47 32.